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Overview
The Loyalty Hub module gives guests a fully branded self-service portal — accessible at <identifier>.loyalty-hub.at / .ch / .de (TLD matched to the tenant's country) — where they manage their profile, view their history, top up their account balance, and pay directly at the POS. Two balance types are supported independently or in combination: a monetary credit system and a classic points system. Profiles are tenant-wide, not restaurant-scoped, meaning a guest's balance, history, and preferences apply across all restaurants within the same tenant.
Core Loyalty Hub Features
Feature | Description |
Branded guest portal | Dedicated microsite at |
Guest registration & login | Self-service sign-up and JWT-based login; magic-link login and password reset available as alternatives to a password |
2FA / OTP for sensitive actions | Second-factor verification required for PII changes, balance withdrawals, and large transactions — not only at login |
Reservation management | View past visits and reservations; manage upcoming reservations (changes, cancellations); download PDF invoices |
New reservation creation | Guests can create new table reservations directly from the portal — without re-entering personal data already stored in the CRM |
PII self-management | Guests edit their own personal data stored in the CRM, directly from the portal |
Guest notes | Guest-facing notes field — permanent information guests attach to their own profile, visible to staff in reservations and at the POS |
Credit top-up (optional) | Online payments to the guest's account with a configurable bonus structure (e.g. +5 CHF on top-ups ≥ 100 CHF, +30 CHF on ≥ 500 CHF) |
Points system (optional) | Classic earn-and-redeem model: guests earn points per CHF/EUR spent; points convert to spendable credit |
POS payment via credit balance | Available balance (including bonus) can be applied as a payment method at the POS |
POS payment confirmation | Payment requests are confirmed by the guest via SMS link or directly inside the Loyalty Hub portal |
Transaction history & export | Full account statement covering top-ups, bonuses, spend, and refunds — exportable |
GDPR self-service | Data export ("all my data") and deletion request directly from the profile; consent management for marketing lists linked to the Mailings module |
Multilingual portal | Guest-facing portal available in DE / EN / FR / IT |
Inactivity segmentation | Inactive members are flagged for re-engagement campaigns (interface to the Mailings module) |
Guest Portal & Authentication
The Loyalty Hub is a standalone branded web portal, reachable without installing any app.
Branded URL —
<identifier>.loyalty-hub.at,.ch, or.dedepending on tenant locationSelf-service registration and login — JWT-based session management
Magic-link login — guests can log in via a secure email link instead of a password; also available for password reset
2FA / OTP — required for sensitive actions: PII edits, balance withdrawals, and transactions above a configurable threshold — not only at initial login
POS payment confirmation — a pending payment request from the POS is approved by the guest via SMS link or from within the portal; requests expire after a configurable timeout with a notification sent back to the service team
Multilingual — full portal available in DE, EN, FR, and IT
Guest Self-Service Profile
Guests fully manage their own data and preferences from within the portal.
PII management — guests view and edit their personal information stored in the CRM (name, email, phone, etc.)
Guest notes — a dedicated notes field for the guest to record personal preferences or requests; visible to staff inside reservations and at the POS (distinct from internal staff-only notes)
GDPR self-service — guests can request a full data export or submit a deletion request directly from the profile without contacting support
Consent management — marketing mailing list opt-ins and opt-outs are managed directly in the portal, with a direct interface to the Mailings & Campaigns module
Reservation management — past visits, upcoming reservations, changes, cancellations, and PDF invoice downloads all available in one place
New reservations — guests create new table reservations directly from the portal without re-entering personal data already stored in the CRM
Credit & Top-Up System
The credit system allows guests to load monetary value onto their account, which can be spent at the POS across all restaurants within the tenant.
Online top-up — guests pay online via the portal; funds are posted to their account after successful payment
Configurable bonus structure — operators define bonus thresholds per amount topped up (e.g. +5 CHF on ≥ 100 CHF, +30 CHF on ≥ 500 CHF); currency follows the tenant's configured currency
Bonus transaction — after a top-up is posted, a separate transaction entry is created for the bonus amount
Real-money vs. bonus balance — topped-up real money and bonus credit are tracked separately; real money does not expire, while bonus credit can be subject to configurable expiry and conditions (in line with legal requirements — paid-in real money typically cannot be made to lapse)
Balance refund at account deletion — remaining real-money credit is refunded upon account deletion; this is a regulatory requirement in most jurisdictions and cannot be waived
Fraud protection — per-transaction and per-day spending limits are configurable; balance is automatically locked after repeated failed confirmation attempts
Points System
The points system operates independently of, or alongside, the credit balance.
Earn points on spend — guests accumulate points at a configurable rate per CHF/EUR of revenue
Convert to credit — points can be redeemed and converted into spendable account balance
Fully configurable — earn rates and conversion ratios are set per tenant
POS Payment & Confirmation Flow
Step | Description |
1\. POS initiates payment request | Staff triggers a payment request linked to the guest's Loyalty Hub account |
2\. Guest confirms | Guest approves via SMS link or directly inside the portal |
3\. Balance deducted | Credit is deducted in real time and the transaction is recorded |
4\. Timeout handling | If the guest does not confirm within the configured time window, the request is cancelled automatically with a notification sent to the service team |
Configurable timeout — operators define how many minutes a POS payment request remains open
Per-transaction and per-day limits — configurable caps for fraud prevention
Balance lock on suspected abuse — repeated failed confirmation attempts automatically lock the guest's balance
Transaction History & Account Statement
Full history of all movements: top-ups, bonus credits, POS spend, and refunds
Timestamps, amounts, and balance after each transaction
Exportable as a structured file
Separate view of real-money balance vs. bonus balance, including applicable expiry dates for bonus credit
GDPR & Compliance
The Loyalty Hub is designed to meet GDPR obligations for both operators and guests:
PII self-management — guests edit and correct their own data at any time without contacting support
Data export — guests can download all personal data held about them ("right of access / data portability" under GDPR Art. 15 / Art. 20)
Deletion request — guests can submit an account deletion request directly from the profile; remaining real-money balance is refunded before deletion
Balance refund obligation — paid-in real money cannot be forfeited upon account closure; the system enforces a refund step as part of the deletion flow
Bonus expiry rules — bonus credit can be subject to expiry or conditions; real-money deposits follow the stricter legal treatment (typically no expiry)
2FA for sensitive actions — PII changes, large transactions, and withdrawals require OTP verification beyond the login session
Consent management — marketing opt-ins and opt-outs are managed inside the portal and are directly linked to the Mailings & Campaigns module
Dashboard Metrics
The Loyalty Hub provides operators with a real-time overview of their loyalty program's performance:
Total active loyalty members
Average account balance across all members
Total top-up volume vs. total bonus credit issued (cost control for the bonus program)
Points outstanding and total points redeemed
Inactivity segment size (members eligible for re-engagement campaigns)
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