Use a guest’s loyalty profile in Venue Manager to view their available points, rewards, rule progress and loyalty activity in one place. Staff can use it to answer guest questions, confirm loyalty status and make manual adjustments when needed.
The profile also includes a detailed activity history, showing points earned, rewards unlocked or redeemed and any manual changes made by staff.
Look up a guest’s loyalty profile
When a guest asks about their points, rewards, or progress, staff can open the guest’s loyalty profile in Venue Manager to review their current loyalty status and activity.
From Venue Manager:
- Go to Guests.
- Search for the guest by name, email or phone number.
- Select the guest to open their profile.
- Select the Loyalty tab.
From here, staff can view the guest’s loyalty overview, rewards and progress and detailed activity history.
If the guest has been invited but hasn’t joined yet, staff can resend the loyalty invitation email from the guest’s loyalty profile.
View available points and rule progress
Use the guest’s loyalty profile to check their points balance, reward progress, and available rewards in one place.
In the Loyalty overview section, you can see:
- Loyalty status
- Joined date
- Available points
- Total earned points
- Total redeemed points
- Expired points
In Rewards & progress, you can see:
- Each loyalty rule.
- Current progress toward that rule (eg $20.00/$500.00).
- How many rewards are redeemable.
- How many rewards have been redeemed.
This helps staff answer questions such as:
- “How many points do I have?”
- “How close am I to my next reward?”
- “Have I unlocked anything yet?”
Keep in mind:
- Guests must be enrolled before they can earn or redeem rewards.
- Points and progress towards milestones are earned when guests redeem booking items at POS or when booking items expire (ie due to no-shows). For stock purchases such as food, beverages and merchandise, points are available immediately if auto check-in is enabled at POS, or the following day if not.
- Make sure staff redeem booking items correctly at POS.
View loyalty points history
To review a guest’s detailed loyalty activity, select View points history from the Loyalty tab.
The Points history page shows the guest’s points activity in detail, including points earned, rewards redeemed, expired points and any manual adjustments made by staff.
In the Overview section, you can quickly confirm the guest’s overall points status, including:
- Earned
- Redeemable
- Redeemed
- Expired
In Rule activities below, you can review a detailed activity log showing:
- The date of each activity.
- The event (Earned, Redeemed or Adjusted).
- The number of points added or removed.
- The source (eg booking number (linked) or manual adjustment).
- Any notes entered when adjusting points.
Use this activity log to confirm whether points have been redeemed, when points were earned and when points were manually adjusted.
All manual adjustments are recorded for audit visibility.
Adjust a guest’s points balance
You can manually adjust a guest’s available points balance.
From the Loyalty tab:
- Select View points history.
-
In the Overview section, select Adjust points.
- Under Action, choose Add or Remove, then enter the amount of points.
- Selecting Add increases the guest’s redeemable points balance.
- Selecting Remove decreases the guest’s redeemable points balance.
- Enter a Note explaining the reason for the adjustment.
- Select Save.
The adjustment appears immediately in the Rule activities table.
Adjust a guest's progress for a rule
You can manually adjust a guest’s progress toward a specific loyalty rule.
From the guest’s Loyalty tab:
- In Rewards & progress, locate the rule.
- Select the options menu (3 dots) for the rule.
-
Select View details.
- In the Overview section, select Adjust progress.
- In the Adjust progress pop-up, choose Add or Remove, then enter the amount.
- Selecting Add increases the guest’s tracked progress for that rule.
- Selecting Remove decreases the guest’s tracked progress for that rule.
- Enter a note explaining the reason for the adjustment.
- Select Save.
The adjustment appears immediately in the Rule activities table.
Learn more
- Get started with ROLLER Loyalty — overview of the program and what to set up first
- 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
- Measure the impact of your loyalty program with Analytics — track performance with built-in loyalty reports