Increasing Guest Loyalty Spending Through Point Redemption Options

Overview

A global hospitality brand sought to enhance its loyalty program by enabling guests to redeem points on-property for room credits, dining, spa services, and other amenities. ImagineX provided enterprise program management, business analysis, and product owner expertise, managing a $1.5M+ budget across five teams and three organizations. We partnered with stakeholders to align program economics, documented and tested integrations with on-property systems such as POS and PMS, and developed requirements for internationalized omni-channel platforms including mobile, tablet, and in-room TVs, ensuring a seamless and scalable guest experience.

Problem

• Needed a way to allow guests to redeem loyalty points on-property

• Complex integration required with multiple on-property systems (POS, PMS)

• Coordination needed across multiple teams and organizations

• Speed-to-market and scalability across all brands and global regions were critical

Solution

ImagineX applied a program management and agile delivery approach, guiding the project from proof-of-concept to MVP. We developed artifacts including pricing models, wireframes, and process flows, documented integrations across property systems, and partnered with stakeholders to align economics and accounting procedures with product functionality. Our approach emphasized rapid iteration and clarity to achieve consensus and reduce delivery risk.

Outcome

• Delivered a working MVP in 3.5 months

• Ensured scalability of the product across all brands and global regions

• Streamlined integration with multiple on-property systems

• Provided clear program artifacts and governance for ongoing management

Technology Consulting

• Program & Project Management

• Assessment & Analysis

• Agile Delivery