Hello Rewards Makes Adventure Rewarding
Hello Rewards Makes Adventure Rewarding Volume 2 | March 6, 2015
Hello Rewards Activity Update
Hello Rewards Guest Recognition Program
Hello Rewards Free Night Stay Vouchers Deploying since January to guests that have achieved 7 stays. Guests that have received a free night stay voucher can book their complimentary night via Red Lion Reservations. Hello Rewards Sign-Up Collateral If a guest is interested in signing up for Hello Rewards, front desk agents should offer a sign-up postcard with instructions on how to join. Hello Rewards sign-up collateral can be ordered via rlhcbyhd.com. Hello Rewards Bottled Water is Here! All hotels should now be placing a bottle of water with a Hello Rewards branded tag in each guests’ room. -‐ 1 -‐
Supplies can be ordered via rlhcbyhd.com.
March 6, 2015
New Hello Rewards Collateral
Hello Rewards Activity Update
SOME USEFUL STATISTICS Below are some stats on Hello Rewards program-todate (Dec. 15 to present)*. Current Active Hello Rewards member base: 146,073 Hello Rewards Room Night Contribution: 17% Hello Rewards member intra-brand utilization: 66% Hello Rewards Member Stay Frequency: 45% Hotels with the highest Hello Rewards Room Night Contribution: 1. Red Lion Hotel Port Angeles (35%) 2. Red Lion Richland/Hanford House (34%) 3. Red Lion Hotel Pasco (33%) *as of March 4, 2015.
OTHER HELLO REWARDS UPDATES Hello Rewards Terms and Conditions were posted to RedLion.com in mid-February and can be viewed here. Hotels that receive an error message when performing a profile lookup should contact HSD ([email protected]) as soon as possible to reset your Serenata connection. Important reminder to hotel and call center associates: you MUST do a profile lookup on every reservation, regardless of reservation origin, to ensure the customer data we have is most up-to-date. We must ensure we are associating Hello Rewards members with their reservation and that we aren’t creating duplicate profiles. Not performing a profile lookup will negatively impact your member room night contribution score if profiles aren’t being associated properly. -‐ 2 -‐
January 2, 2015
IMPORTANT DATES SATURDAY, FEB. 28 • Hello Rewards bottled water & tags should be implemented in hotels. COMING SOON • More Hello Rewards perks launching, including Breakfast voucher, Birthday voucher and more!
“Memories of good times are more powerful than memories of great savings.”
For more information, contact:
Brigette Pence
What is surprise & delight? How do I execute surprise & delight to a guest?
Director of Relationship Marketing
Surprise & Delight perks are personalized perks for each individual guest. Some Surprise & Delight perks are sent out as part of the Hello Rewards program (i.e., a free breakfast voucher) and other perks can be offered at the hotel level based on the type of experience the guest is having.
[email protected] 509.850.6955
An example of a surprise & delight perk at the hotel level: A family of 5 checks in and is in a standard 2 double bed room. You upgrade them to a Suite and say “We had a Suite available, so we upgraded your family to a larger room so you can enjoy a bit of space. Thanks for being a Hello Rewards member.” -‐ 3 -‐
Hello Rewards Activity Update
Hello Rewards Guest Recognition Program
Hello Rewards Free Night Stay Vouchers Deploying since January to guests that have achieved 7 stays. Guests that have received a free night stay voucher can book their complimentary night via Red Lion Reservations. Hello Rewards Sign-Up Collateral If a guest is interested in signing up for Hello Rewards, front desk agents should offer a sign-up postcard with instructions on how to join. Hello Rewards sign-up collateral can be ordered via rlhcbyhd.com. Hello Rewards Bottled Water is Here! All hotels should now be placing a bottle of water with a Hello Rewards branded tag in each guests’ room. -‐ 1 -‐
Supplies can be ordered via rlhcbyhd.com.
March 6, 2015
New Hello Rewards Collateral
Hello Rewards Activity Update
SOME USEFUL STATISTICS Below are some stats on Hello Rewards program-todate (Dec. 15 to present)*. Current Active Hello Rewards member base: 146,073 Hello Rewards Room Night Contribution: 17% Hello Rewards member intra-brand utilization: 66% Hello Rewards Member Stay Frequency: 45% Hotels with the highest Hello Rewards Room Night Contribution: 1. Red Lion Hotel Port Angeles (35%) 2. Red Lion Richland/Hanford House (34%) 3. Red Lion Hotel Pasco (33%) *as of March 4, 2015.
OTHER HELLO REWARDS UPDATES Hello Rewards Terms and Conditions were posted to RedLion.com in mid-February and can be viewed here. Hotels that receive an error message when performing a profile lookup should contact HSD ([email protected]) as soon as possible to reset your Serenata connection. Important reminder to hotel and call center associates: you MUST do a profile lookup on every reservation, regardless of reservation origin, to ensure the customer data we have is most up-to-date. We must ensure we are associating Hello Rewards members with their reservation and that we aren’t creating duplicate profiles. Not performing a profile lookup will negatively impact your member room night contribution score if profiles aren’t being associated properly. -‐ 2 -‐
January 2, 2015
IMPORTANT DATES SATURDAY, FEB. 28 • Hello Rewards bottled water & tags should be implemented in hotels. COMING SOON • More Hello Rewards perks launching, including Breakfast voucher, Birthday voucher and more!
“Memories of good times are more powerful than memories of great savings.”
For more information, contact:
Brigette Pence
What is surprise & delight? How do I execute surprise & delight to a guest?
Director of Relationship Marketing
Surprise & Delight perks are personalized perks for each individual guest. Some Surprise & Delight perks are sent out as part of the Hello Rewards program (i.e., a free breakfast voucher) and other perks can be offered at the hotel level based on the type of experience the guest is having.
[email protected] 509.850.6955
An example of a surprise & delight perk at the hotel level: A family of 5 checks in and is in a standard 2 double bed room. You upgrade them to a Suite and say “We had a Suite available, so we upgraded your family to a larger room so you can enjoy a bit of space. Thanks for being a Hello Rewards member.” -‐ 3 -‐
