ROLLER Loyalty gives you a way to bring guests back — rewarding repeat visits and increasing spend, with no extra platform to set up or maintain. It's built directly into ROLLER, so there's nothing new for your team to learn and no integration to manage.
Use this guide to plan your program, configure it in Venue Manager and manage it day to day. Frontline staff supporting guest enrollment and redemption at POS should also review the run your program guides.
Reward Loyalty. Drive repeat visits. Grow your business.
The venues that grow aren't just attracting new visitors — they're getting more value from the guests who already come.
When loyalty is set up and used consistently, you can:
- Turn first-time visitors into repeat guests by giving them a reason to come back.
- Increase spend per visit with rewards tied to purchases guests are already making.
- Grow revenue from the guests you already have, without increasing your marketing spend.
What you'll need
Guests can enroll, earn and redeem rewards at the point of payment, whether that's online or in venue.
To support online checkout enrollment and redemption, your venue needs progressive checkouts and online accounts configured.
Loyalty guests are matched automatically to purchases using their email or phone number at checkout.
With ROLLER Payments, card-linked earning will also be available. The guest's payment card is matched to their loyalty account automatically when payment is taken.
What's included in early access
- Points-based, spend-based and product milestone program rules.
- Points, fixed amount discount or free product rewards.
- Points-based rule applies a single earn rate (eg 1 point per dollar spent). Different earn rates by guest segment, product category or time period (eg weekday versus weekend) are not currently supported.
- Sign-up and welcome bonus reward.
- Guest earning at POS, during online checkout and via Venue Manager.
- Card linking — guests earn points automatically when they pay with a linked payment card, without needing to be enrolled at POS.
- Guest redemption at POS and during online checkout.
- Automated loyalty emails (invitation, enrollment, milestone progress, reward reminder).
- For HQ venues, running one loyalty program across some or all your venues from HQ.
Currently, HQ venues can create and edit a loyalty program and choose which venues in the group to run the program. Managed venues can't make changes to the program. Program rules can only use HQ products; venue-specific products aren't yet supported. Rules apply across all selected managed venues, but guests at a venue where a qualifying HQ product isn't available won't progress toward rules that depend on it.
Start here
New to loyalty? Start with this guide.
How loyalty turns visits into lasting guest relationships (beta)
Understand the basics — how loyalty works, rule types, reward types, how guests earn and the full guest lifecycle from enrollment to redemption.
Interested in loyalty for your venue? Register your venue for early access.
Plan your program
Before you configure anything in Venue Manager, get clear on how the program works and which rule type fits your goals. A few minutes here saves time during setup and helps you design a program for guests that helps you achieve your goals and guests engage with.
Choose your loyalty rule type
Different rule types support different business outcomes. Compare rule types to choose the one that best fits your venue.
Set up your program
Configure your program rules and how guests earn, choose your rewards, set your point value and update your terms and conditions. Once rules are active, guests start earning points and progress towards rewards automatically on every qualifying purchase — no additional effort required from your team.
Set up loyalty rules and rewards
Configure program rules in Venue Manager. Activate preset rules or create rules from scratch. Update your terms and conditions before you go live.
Automated loyalty emails: what guests receive and when
Understand the full guest communication lifecycle — invitation, welcome, rewards progress and reward reminders — so your team knows what to expect after enrollment.
Manage loyalty across multiple venues
If your venue uses HQ, you can manage your loyalty program centrally — configuring rules and rewards once across all your managed venues. Guests earn and redeem rewards across locations automatically.
HQ loyalty will currently run a single program across all managed venues with the same program rules, earn rates and rewards.
Run your program
When your team consistently asks guests to join and adds a booking holder at POS, guests are identified on every transaction — and that's what keeps them earning rewards, redeeming rewards and feeling recognized as loyalty members.
Enroll guests in your loyalty program
Guests are invited to join at the POS, and can enrol online or via email. This guide covers how enrollment works and how your staff can support guests at POS — including promoting sign-ups with QR code posters around your venue.
Redeem rewards at POS and online
When guests unlock rewards, staff can apply them at POS. Guests can also redeem during online checkout when signed in to their online accounts.
Manage a guest's loyalty profile
Review guest progress, check point balances and adjust rewards when needed.
Track your performance
Once your program is live, use the loyalty dashboards to see whether it's working. Review revenue impact metrics and guest engagement data to understand what's driving results and where to make adjustments.
FAQs
Find answers to common questions about how earning, enrollment and redemption work.
Points are awarded to the booking holder only. If multiple guests contribute to a payment, all points go to the booking holder once payment is complete.
When card linking launches, guests will be able to link multiple cards to one loyalty account. Each card can only be linked to one account. Card linking will require ROLLER Payments.
Guests need an online account via progressive online checkouts to view their rewards balance, track their progress, and redeem rewards during online checkout.
No. Recurring membership payments are not bookings and do not trigger loyalty earning. Membership redemptions are also excluded from points and progress toward rewards.
Yes. Birthday party bookings are treated as group bookings — the booking holder earns the points.
No. A points-based rule has a single earn rate that applies to all purchases — you can't set different rates for different guests, products or time periods (eg weekends versus weekdays).
No. Points and fixed discount rewards apply across all products at checkout — you can't restrict which products a points redemption or fixed amount discount can be used against.
Yes. HQ venues can currently manage one loyalty program centrally, with guests earning and redeeming rewards across all managed venues automatically.
No. Only the HQ venue can currently create and edit the loyalty program. Managed venues can view the program configuration but can't make changes.
No. HQ loyalty programs can only currently use HQ products in program rules. Venue-specific products aren't currently supported in HQ rules. Rules apply across all managed venues, but guests at a venue where a required HQ product isn't available simply won't progress toward rules that depend on it.
Learn more
- How loyalty works seamlessly in the background — how guests earn, progress and redeem rewards
- Choose the right loyalty rule for your goal — compare rule types and pick the best fit for your venue
- Set up loyalty rules and rewards in Venue Manager — configure rules, rewards and activate your program
- How guests join your loyalty program — enrollment methods and how staff can support sign-ups
- How loyalty emails work — automated emails guests receive throughout the loyalty lifecycle
- Redeem loyalty rewards at POS and online — how staff apply rewards at POS and guests redeem online
- View and manage a guest's loyalty profile from Venue Manager — check balances, history and loyalty status
- Measure the impact of your loyalty program with Analytics — track performance with built-in loyalty reports