MY DISCOVERY ELITE TRANSITION (PROCESS FLOW FROM OLD TO NEW METHOD OF POINT ISSUANCE)
AUTO-REGISTRATION (OLD) (4) Key in the membership number back to PMS
(R1 &R2 file processing) FRONT OFFICE
(1) Key in the email address
(2) Send R1 file
PMS
iRewards
(3) Provide list of membership number
FRONT OFFICE
(5) Send R2 file LEGEND:
(6a) Auto-enrollment successful.
Optimistic case
Auto-enroll members*
Pessimistic case *Auto-enroll members- If guest email address is valid and correct, hence member is automatically enrolled **Re-enrollment List - Guests who are not successfully enrolled as a member. See next page for reference. R1- Request for membership number report R2- Enrollment Report
(6b) Autoenrollment failed.
ReEnrollment List **
(8) Correct email address at iRewards back-end (7) Provide unsuccessful enrollment list
FRONT OFFICE
AUTO-REGISTRATION (NEW) (R1 file processing) FRONT OFFICE
(1) Key in the email address
LEGEND: Optimistic case
PMS
Auto-Enroll members*
(2) Sends R1 file to enrol new members
(3a) Auto-enrollment successful.
Pessimistic case *Auto-enroll members- If guest email address is valid and correct, hence member is automatically enrolled **Re-enrollment List - Guests who are not successfully enrolled as a member. See next page for reference R1 file is enrollment list.
(5) Correct email address at iRewards back-end.
FRONT OFFICE
iRewards
(4) Provide unsuccessful enrollment list
(3b) Autoenrollment failed.
Re-Enrollment List **
Why do we have guests in the re-enrolment list?
Columns highlighted in yellow shows the reasons
STATUS
EXPLANATION
EMPTY EMAIL
The guest email address field in the PMS is empty
INVALID EMAIL
Syntax error. There’s no ‘@’ or domain is wrong (@hotelname.co)
DUPLICATE EMAIL
Email address is under multiple reservations. System tried to enroll this email but is already a member.
OPT OUT
From the PMS, system detects that guest rejected the invitation to become a member.
HOW TO CORRECT **Click View > input the correct email address > Add Member OPTION 1: (this email will receive the points) Put in ARCHIVE OPTION 2: (this email will not receive the points) Follow steps above with **
For the last time, try to re-invite guest. Otherwise, put in ARCHIVE
POINT ISSUANCE (OLD) (P1 File processing) iRewards
(1) Provide membership number
FRONT OFFICE
(2) Input the membership number
PMS
(3) Send P1 file to issue points
Member LEGEND: Optimistic case
Pessimistic case
(6) Input the correct membership number
*Re-process list- Points are not successfully issued because system cannot identify which member account to give it to.
FRONT OFFICE
(4a) Point issuance successful
iRewards
(4b) Point issuance failed (5) Provides unsuccessful point issuance list
Re-process List*
POINT ISSUANCE (NEW) (P1 File processing) PMS
(1) Send P1 file to issue points
iRewards
(2a) Point issuance successful through Automapping method**
(2b) Point issuance failed
(3) Provide unsuccessful point issuance list
Member (4) Input correct membership no.
LEGEND:
Re-process List*
FRONT OFFICE
Optimistic case
NOT NECESSARY *Re-process list- Points are not successfully issued because system cannot identify which member account to give it to. **Auto-mapping method – system uses profile number, confirmation number and property codes from R1 file to automatically map and issue points upon check-out
Why do we have accounts in the re-process list? NOTE : IT IS NO LONGER A REQUIREMENT TO CLEAN THE REPROCESS LIST DUE TO AUTO-MAPPING FEATURE. 1. Membership number is wrong (if the hotel still input it in the system) 2. System cannot issue point to non-member. Most of the time, member is still in the re-enrollment list. If transaction is not valid for points issuance, put this in the ARCHIVE
SUMMARY • During check-in, FO must ensure to key-in the correct email address correctly into the PMS. • No need to check the reprocess list. Leave the membership number field in the PMS empty. Otherwise, system will not be able to issue points to invalid membership number. Nonetheless, system automatically maps it from R1 file. • For accounts with iPrefer number and those which are not eligible for points, put it in the ARCHIVE. (optional)
END
Charmaine Octiva Program Management & Customer Success Global Hospitality Solutions