How guests join your loyalty program (beta)

Guests join your loyalty program after making a purchase, either by accepting an email invitation or by self-enrolling after online checkouts.

Use this guide to understand how enrollment works, when guests receive an invitation or can self-enrol and how venue staff can support guests with enrollment questions at POS.

How enrollment works

Once loyalty rules are activated for your venue, guests receive an email invitation to join loyalty after making a purchase online or at POS, or after contacting venue staff and a booking is made in Venue Manager, provided they are subscribed to the mailing list.

To join, the guest selects Accept & Join in the invite email and agrees to the Loyalty Terms and Conditions.

Guests who purchase online can also choose to join immediately after checkout through their online account.

Staff can support this process by capturing the correct email address for guests and confirming mailing list consent, if needed, at POS or when creating bookings in Venue Manager. However, guests must complete enrollment themselves, either from the invitation email or after online checkout through their online account.

Invite guests to join loyalty

Staff support loyalty enrollment when they complete a booking at POS by capturing the correct guest details, linking the booking to the booking holder, and confirming consent to receive emails.

1. Assign the booking to the booking holder.
2. Confirm the guest has a valid email address.
3. Ask if the guest would like to join the loyalty program and receive loyalty emails, rewards and other offers by email.
4. Confirm the guest actively agrees to receive emails before adding them to the mailing list.
5. Confirm the mailing list checkbox is selected at POS.
6. Remind the guest to use the same email address when purchasing online so their rewards are tracked correctly.
7. Complete the payment.

Once payment is complete, ROLLER automatically sends the invitation email if the booking holder has a valid email address and the guest is subscribed to the mailing list. If either is missing, the guest will not receive the invitation.

What happens after payment at POS

Once payment is complete, POS automatically sends the invitation email to the guest, provided they have subscribed to the mailing list. The booking complete screen confirms that the invitation has been sent.

Invite guests after payment at POS

If a POS transaction is completed before a booking holder is assigned, staff can still invite the guest to join the loyalty program from the booking complete screen.

1. Ask if the guest would like to join the loyalty program and receive rewards and offers by email.

2. After the guest agrees, select Invite guest on the booking complete screen.

3. Enter the guest’s details to add them to the booking.

4. Confirm the mailing list subscription box is selected, then select Invite.

ROLLER adds the guest’s details to the booking and automatically sends the loyalty invitation email.

What guests receive

Guests receive an email invitation and must select Accept & Join to agree to the Loyalty Terms and Conditions and join the loyalty program.

Once the guest completes enrollment:

• They are automatically enrolled in loyalty.

• They receive a welcome email.

• They start earning automatically when eligible bookings are redeemed at POS.

What to say to guests

Because loyalty invitations are sent by email, guests must subscribe to the mailing list to receive them.

Invite guests

You can say:

• “Would you like to receive an email invitation to join our loyalty program?”
• “To send the invitation, we need your permission to add you to our mailing list for loyalty emails, rewards and other offers.”
• “Once you receive the email, select Accept & Join to complete your enrollment.”

If guests ask why mailing list subscription is required

You can say:

• “We send the loyalty invitation by email, so we need your permission before we can send it.”

• “Subscribing to the mailing list lets us send your invitation, loyalty emails, rewards and other offers.”

• “Once you receive the email, just select Accept & Join to complete your enrollment.”

• “You can unsubscribe at any time.”

If guests ask how loyalty works

Keep it simple. You can say:

• “Once you join, eligible visits can help you earn rewards.”

• “When you qualify, you unlock a reward to use on a future visit.”

• “We’ll send the details by email after you join.”

• “To complete sign-up, just open the email and select Accept & Join.”

Avoid explaining point values, spend thresholds or rule mechanics. Refer guests to the email and the Loyalty Terms and Conditions for more information.

Troubleshoot loyalty enrollment

The guest didn’t receive the email

Staff can:

• Confirm the email address used matches the email recorded on the booking.

• Confirm the guest is subscribed to the mailing list.

• Ask the guest to check their spam or junk folder.

The guest says they joined but aren’t earning

Staff can:

• Confirm the guest selected Accept & Join in the email.

• Confirm the booking has been redeemed at POS, as rewards start earning after redemption.

• Check the guest’s loyalty profile in Venue Manager for their loyalty status and activity.

• Resend the loyalty invitation email if needed.

1. Go to Guests.

2. Search for and select the guest.

3. Confirm they are subscribed to the mailing list.

4. Select the Loyalty tab to view their status, for example Invited or Enrolled.

5. Resend the invitation link if needed.

Learn more about how to manage loyalty for guests from the guest profile. 

Important reminders

• Guests must be subscribed to the mailing list to receive a loyalty invitation email.

• Guests are not enrolled until they select Accept & Join in the invitation email.

• Staff cannot complete enrollment on the guest’s behalf at POS or in Venue Manager.