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Loyalty champions
The hotel must designate an on-site Loyalty Champion from the
hotel’s Front of House Team Members. His or her role is to
ensure the consistent delivery of Radisson Rewards within the
hotel by ensuring that all hotel Team Members have the correct
training in both the use of art’otel CRS (or alternative manual
system of tracking guest stays and communicating such
information to the art’otel Hospitality Support Service Centre)
and the benefits of Radisson Rewards.
The Loyalty Champion must:
• Train hotel Team Members at least twice a year on the
Radisson Rewards programme and advice Team
Members of Radisson Rewards changes when
applicable;
• Review the results of the Radisson Rewards satisfaction
and loyalty scores with the Art Director each month and
ensure that training needs and issues are addressed to the
Brand’s satisfaction as a result of the satisfaction and loyalty
results;
• Identify training needs as a result of guest complaints
(whether made by the guest in the hotel or through the
Radisson Hotel Group’s Central Reservation/Calling
Centre); and
• Liaise with the relevant Radisson Hotel Group Customer
Service Centre.
All guest-facing Team Members must be familiar with the guest
value and benefit components of Radisson Rewards.
All guest-facing Sales Team Members must be familiar with the
value and benefits of Radisson Rewards, and proficient in
communicating these value-selling benefits to customers,
including Radisson Rewards for Business and any pertinent
Radisson Rewards programme developed over time.
All hotel Team Members must complete the required training as
designated in the Brand Provided Learning Requirements.
All member redemption stays booked by the hotel must be
booked, adjusted, or cancelled via Curtis-C.com.
A copy of the Loyalty Programme Terms and Conditions and
Privacy Policy must always be available behind the front desk.
Copies may be printed from radissonrewards.com.
Radisson Rewards loyalty marketing
The Radisson Rewards Elite pre-arrivals report must be
printed each day for arrivals due the next day.
The Elite pre-arrivals report must be used to notify housekeeping
of all rooms allocated to Radisson Rewards members so that
these rooms can be made up as a priority.
The hotel’s Team Members must be fully trained in Radisson
Rewards, including delivering the benefits and selling the
programme to a guest.
Radisson Rewards guest protocol
for registration
The Elite pre-arrivals report is used to pre-register the Radisson
Rewards members.
The appropriate welcome message(s) are provided to arriving
Radisson Rewards members.
Registration cards must be pre-printed prior to arrival for all
Radisson Rewards members.
Radisson Rewards welcome service must be provided to all
Radisson Rewards members.
All Radisson Rewards member rooms must be pre-assigned
before members’ arrival. The key and art’otel Key holder must
be prepared and room must be assigned in advance so that the
Welcome gift is placed in the room as per current standards.
Radisson Rewards members need only present their Radisson
Rewards membership card and a valid identification
document.
Supporting information:
Radisson Rewards EMEA Marketing Guide
Hotels are required to achieve hotel specific programme
enrolment goals each year by hitting monthly targets
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