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Overview

Hiro’s Loyalty Program module enables hospitality businesses to reward repeat customers with a fully customizable tier system. Customers are automatically assigned to tiers based on spending and visit patterns, with real-time calculations and visual badges throughout the system.
Ideal for: Restaurant groups and hotels wanting to incentivize repeat visits, increase customer lifetime value, and provide VIP experiences.

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Program Configuration

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General Settings

Configure your loyalty program foundation:
Program Name
  • Default: “[Your Brand] Loyalty Club”
  • Appears in customer communications
  • Customizable per brand
Description
  • Internal notes about program goals
  • Customer-facing description (optional)

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Tier Management

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Creating Tiers

Define tiers that match your business:
1

Add Tier

Click “Add Tier” button in Loyalty Program settings
2

Configure Criteria

Set thresholds for automatic assignment:
  • Minimum Visits: Total visits required
  • Minimum Spend: Total spending required
  • Visits Last Year: Recent activity requirement
  • Spend Last Year: Recent spending requirement
  • Average Ticket: Minimum per-visit spend
All criteria are optional; use what fits your goals.
3

Visual Design

Customize appearance:
  • Tier Name: Founders, VIP, Oro, Plata, etc.
  • Color: Hex color for badges (#d4af37 for gold)
  • Icon: Crown, Star, Award, etc.
  • Rank: Order (1 = highest, higher numbers = lower)
4

Activate

Save tier and run recalculation to assign customers

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Pre-configured Tier Examples

Suggested Criteria:
  • Minimum Visits: 50 lifetime
  • Minimum Spend: €5,000 lifetime
  • Visits Last Year: 12+ (monthly)
  • Average Ticket: €80+
Visual:
  • Color: Gold gradient (#d4af37)
  • Icon: Crown
  • Rank: 1
Benefits:
  • Reserved tables
  • Priority reservations
  • Exclusive events
  • Complimentary wine
Suggested Criteria:
  • Minimum Visits: 20 lifetime
  • Minimum Spend: €2,000 lifetime
  • Visits Last Year: 6+
Visual:
  • Color: Gold (#E6D4A3)
  • Icon: Star
  • Rank: 2
Benefits:
  • Skip waitlist
  • Birthday treats
  • Special menu previews
  • 10% off special events
Suggested Criteria:
  • Minimum Visits: 10 lifetime
  • Minimum Spend: €1,000 lifetime
  • Visits Last Year: 4+
Visual:
  • Color: Light gold (#E6D4A3)
  • Icon: Star
  • Rank: 3
Benefits:
  • Priority reservations (weekdays)
  • 5% off wine list
  • Monthly newsletter with recipes
Suggested Criteria:
  • Minimum Visits: 5 lifetime
  • Minimum Spend: €500 lifetime
Visual:
  • Color: Silver (#8B949E)
  • Icon: None
  • Rank: 4
Benefits:
  • Birthday discount (20% off)
  • Early access to reservations
Suggested Criteria:
  • Minimum Visits: 2 lifetime
  • Minimum Spend: €100 lifetime
Visual:
  • Color: Bronze (#CD7F32)
  • Icon: None
  • Rank: 5
Benefits:
  • Loyalty program enrollment
  • Email updates
  • Second visit discount
Suggested Criteria:
  • (Default tier for customers not matching any other tier)
Visual:
  • Color: Gray
  • Icon: None
  • Rank: 6
Benefits:
  • Welcome email
  • First-time visitor perks

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Tier Assignment Logic

Customers are assigned to the highest tier they qualify for:
  1. System evaluates all tiers from rank 1 (highest) to lowest
  2. For each tier, checks if customer meets all specified criteria
  3. Assigns customer to first tier where all criteria are met
  4. If no tiers match, assigns default tier (“Nuevo” or create one)
Important: If a tier has no criteria set (all fields null), it will never be automatically assigned. Set at least one criterion per tier.

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Tier Calculation Rules

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Scenario Examples

Example 1: VIP Customer

Customer Profile:
  • 25 total visits
  • €3,200 total spend
  • 8 visits last year
  • €1,800 spend last year
Calculation:
  • Meets VIP criteria (20 visits, €2,000, 6/year)
  • Does NOT meet Founders (needs 50 visits)
  • Assigned: VIP

Example 2: Downgrade

Customer Profile:
  • 30 total visits (was VIP)
  • €2,500 total spend
  • 2 visits last year ❌
Calculation:
  • No longer meets VIP (needs 6 visits/year)
  • Meets Oro criteria (10 visits, €1,000)
  • Assigned: Oro (downgraded)

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Handling Edge Cases

What if customer meets multiple tier criteria?
  • Assigned to highest rank (lowest rank number)
What if spending increases but visits decrease?
  • Evaluated independently; both matter
  • Consider average ticket criterion if high-spenders visit less
What if using “Last Year” period and customer was inactive?
  • Falls to lower tier until reactivation
  • Lifetime criteria can prevent full drop if set

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Customer Experience

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Tier Visibility

Customers see their tier throughout Hiro:
  • Large tier badge at top
  • Color-coded with tier color
  • Icon displayed (if set)
  • Point balance shown

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Tier Progression Communication

Inform customers of tier changes: Upgrade Notification (Recommended): 
¡Felicidades, [nombre]!

Has alcanzado el nivel [NUEVO_TIER] en [Programa].

Tus nuevos beneficios incluyen:
- [Beneficio 1]
- [Beneficio 2]
- [Beneficio 3]

Gracias por tu lealtad. ¡Te esperamos!
Downgrade Handling:
  • Consider NOT notifying (avoid negative message)
  • Or frame as “Your tier is changing” with re-engagement offer

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Benefits Management

Define benefits per tier (stored in tier configuration):

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Benefit Types

Reservation Priority

  • Skip general waitlist
  • Extended booking window
  • Preferred table assignment
  • Last-minute flexibility

Discounts

  • Percentage off total bill
  • Specific menu items free
  • Wine list discounts
  • Special event pricing

Exclusive Access

  • Private events invitations
  • Menu previews
  • Chef’s table reservations
  • New location openings

Complimentary Items

  • Welcome drink
  • Birthday dessert
  • Amuse-bouche
  • Digestif

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Communicating Benefits

Make benefits clear:
  1. On Tier Badge Hover: Show tooltip with benefits list
  2. Welcome Email: Send tier benefits on upgrade
  3. Reservation Confirmation: Remind of applicable benefits
  4. Table Cards: Physical card at table for VIP/Founders

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Analytics & Reporting

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Tier Distribution

View customer breakdown by tier:
  • Chart View: Pie or bar chart
  • Table View: Count and percentage per tier
  • Trend: Month-over-month changes
  • Revenue: Spend by tier
Ideal Distribution (Guidelines):
  • Founders/VIP: 5-10% (your most valuable)
  • Oro: 15-20% (core loyalists)
  • Plata: 25-30% (engaged regulars)
  • Bronce/Nuevo: 40-50% (building loyalty)

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Revenue Analysis

Key Metrics per Tier:
  • Total customers in tier
  • Total revenue contributed
  • Average revenue per customer
  • Percentage of total revenue
  • Visit frequency
Scenario: 1000 total customers, €500,000 annual revenue
TierCustomers%Revenue% RevenueAvg/Customer
Founders202%€100,00020%€5,000
VIP505%€125,00025%€2,500
Oro15015%€150,00030%€1,000
Plata28028%€84,00017%€300
Bronce50050%€41,0008%€82
Insight: Top 7% of customers (Founders + VIP) drive 45% of revenue.

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Manual Adjustments

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Override Tier Assignment

Manually assign tiers when needed: Use Cases:
  • VIP guest referral
  • Celebrity/influencer
  • Business partnership
  • Recovery gesture after service issue
How to:
  1. Open customer profile
  2. Click tier badge
  3. Select “Override Tier”
  4. Choose new tier
  5. Add reason note
  6. Save
Note: Manual overrides are preserved during auto-recalculation. To remove, click “Reset to Auto” on customer profile.

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Bulk Tier Updates

Update multiple customers at once:
  1. Filter customers (e.g., “Total Spend > €2000 AND Tier = Oro”)
  2. Select all visible
  3. Click “Bulk Actions” → “Update Tier”
  4. Choose new tier
  5. Confirm

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Recalculation Process

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Automatic Recalculation

Runs daily (if enabled): Process:
  1. Runs at 2:00 AM local time
  2. Fetches all customers
  3. Calculates spending/visits per calculation period
  4. Evaluates tier criteria for each customer
  5. Updates tier assignments
  6. Logs changes to history
  7. Sends notifications (if configured)
Performance:
  • Handles 10,000+ customers in ~2 minutes
  • No impact on live system
  • Rollback available if needed

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Manual Recalculation

Recalculate on demand:
  1. Navigate to Loyalty Program settings
  2. Click “Recalculate All Customers”
  3. Confirm action
  4. View results summary:
    • Customers updated
    • Tier distribution
    • Upgrade/downgrade counts
When to use: After changing tier criteria, after bulk data import, or to verify automatic calculation results.

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Best Practices

Start Simple

Begin with 3-4 tiers. Add more complexity as program matures. Too many tiers dilutes exclusivity.

Make Top Tiers Exclusive

Founders/VIP should be <10% of customers. Scarcity increases value perception.

Communicate Benefits Clearly

Staff must know tier benefits. Print reference cards for hosts and servers.

Review Quarterly

Analyze tier distribution and revenue. Adjust criteria if too many/few in top tiers.

Prevent Downgrade Shock

Consider grace periods. E.g., maintain VIP for 3 months after falling below threshold.

Reward Frequency Over Spend

Weight visit count heavily. Frequent visitors are more valuable than one-time high spenders.

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Integration with Marketing

Loyalty tiers power marketing campaigns:

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Segment by Tier

Create tier-specific campaigns:
  • “Founders Exclusive Event”
  • “VIP Wine Pairing Dinner”
  • “Oro Member New Menu Preview”

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Personalization

Use tier in messaging: 
Hola [nombre],

Como miembro [tier] del [Programa], te invitamos...

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Upgrade Campaigns

Encourage tier progression: 
¡Estás cerca de VIP!

Te faltan solo [X] visitas o €[Y] para alcanzar
el nivel VIP y desbloquear beneficios exclusivos.

Reserva ahora: [link]

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Technical Details

Calculation Performance:
  • Individual customer: <50ms
  • 1,000 customers: ~30 seconds
  • 10,000 customers: ~3 minutes
Data Storage:
  • Tier assignments stored on customer record
  • Calculation history logged for auditing
  • Point balances updated real-time
Concurrency:
  • Recalculation runs in background job
  • Does not lock customer records
  • Safe to run during business hours (but scheduled for 2 AM)

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