Hospitality Redemption

Training Your Team

Staff training is simple — there's no app to install and the process takes seconds.

What to Tell Staff

1. Customer shows you a QR code on their phone or a printed voucher
2. Use your phone camera to scan it
3. Check the screen shows a green tick and valid terms
4. Verify today's date/time matches the allowed restrictions
5. Confirm you're staff and mark as redeemed
6. Apply the discount on your till manually

The Redemption Moment

When Should Customers Present Vouchers?

Best practice: at the start of the visit, not when paying. This lets you:

• Verify validity before they order
• Check terms are met (day, time, party size)
• Set expectations upfront
• Avoid awkward situations at the bill

Table Service Flow

1. Customer mentions voucher when seated
2. Server scans and notes the discount
3. Add note to order or tab
4. Apply discount when closing bill
5. Enter transaction value during redemption (optional but recommended)

Counter Service Flow

1. Customer shows voucher at counter
2. Staff scans and verifies
3. Mark as redeemed during order
4. Apply discount immediately

Handling Common Situations

"I forgot my voucher at home"

If the voucher was emailed, they can access it on their phone. Ask them to:

1. Check their email for the voucher
2. Show you the QR code from the email

Manager decision: If they can show the email but can't load the QR, you may choose to honour it manually. They can send the code later for you to mark as used.

"It says already redeemed, but I haven't used it"

Possible causes:

• Someone else used their code (shared postcard)
• They forgot a previous visit
• Staff accidentally redeemed it before

Manager decision: Check the redemption timestamp in your dashboard. If it was clearly an error, consider honouring manually.

"Can I use it on a different day?"

If the voucher has day/time restrictions:

• Politely explain when it's valid
• The voucher will still work on a valid day
• Manager decision: You can always honour it anyway — just note you're overriding the terms

"My party is larger than allowed"

If there's a maximum party size restriction:

• Explain the limit politely
• Offer: "The discount applies to [X] covers — would you still like to use it?"
• Manager decision: You might choose to be flexible for a slightly larger party

Recording Transaction Values

When redeeming, staff are prompted to enter the bill amount. This is optional but valuable for:

• Calculating ROI on campaigns
• Understanding average customer spend
• Reporting to clients (for agency campaigns)

Tip: Enter the bill amount before discount. E.g., if the bill was £60 and they got 20% off (paid £48), enter £60.

Busy Period Tips

• Keep a dedicated phone at the host stand for scanning
• Train multiple staff so there's always someone who can verify
• If extremely busy, note the code and verify later — redeem it when you have a moment
• Transaction value can be entered after the fact (edit the redemption)