Managing the Loyalty section in Mews Operations

Front Office OperationsMews Operations

Hospitality companies, hotels, and airlines use loyalty programs to reward and retain loyal customers. Loyalty programs encourage repeat business, increasing revenue and customer satisfaction. The Loyalty section in Mews Operations directly connects your existing loyalty program and lets you quickly view and update customer loyalty information.

Mews cannot create loyalty programs for properties. Before Mews can sync and display loyalty information, properties need to own and manage existing internal loyalty programs. Once the property and Mews establish the details, the system connects and manages the loyalty programs through the API.

 

Note: You can manage the Loyalty section in Mews in different ways, depending on the set up of your existing internal loyalty program. You determine this in the initial set up with your Customer Success representative. You can learn more about Loyalty in Mews here. 


Mews has the Loyalty section enabled in the customer profile, so properties can:

  • Enroll new members into internal programs.
  • Add secondary or partner loyalty programs.
  • Update the guest’s current loyalty program details.
  • Define which primary loyalty program receives loyalty points. 
  • Remove a guest from the Loyalty section in Mews. Note: This removes the guest from only the Mews Loyalty section, not from your internal loyalty program. To do so, you need to access your internal loyalty program to remove them from it.  

 

For example, suppose the customer forgets to enter the partner program during the reservation process. In that case, staff can add the information manually to the Loyalty section.

To view the Loyalty section in Mews Operations:

  1. Click on any customer profile or enter the customer's name in the Mews Dashboard search bar.
  2. Go to the Profile tab.
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Note: Mews cannot create loyalty programs for properties. Before Mews can sync and display loyalty information, properties must own and manage existing internal loyalty programs.
 

In this article you can learn about:

 

Various loyalty programs

The various loyalty programs that Mews Operations supports:
  • Internal: The loyalty program that your hotel or chain implements. .
  • Secondary: A loyalty program for hotels, for example, all customers who visit your hotels.
  • Partner: A collaborative rewards initiative between multiple hotels or travel companies.
  • External: A loyalty program allowing customers to earn and redeem points within a network of businesses outside of the hospitality industry.
  • Paid: A loyalty program where customers pay a fee in exchange for exclusive benefits and enhanced services.
 

Adding or enrolling a new membership

To add or enroll a new loyalty membership to the Loyalty section in Mews Operations:

  1. Click on any customer profile or enter the customer's name in the Mews Dashboard search bar.
  2. Go to the Profile tab:

Customer profile - update .png

  1. Click + in the Loyalty section to access the Loyalty membership window.
  2. Click the Name field to select a loyalty program from the dropdown list. Note: Mews automatically disables the Primary membership checkbox when you add your first membership.
 
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  1. In the Membership number field, enter the customer's unique membership number. Note: This field does not display when adding internal loyalty programs. Mews receives internal loyalty program membership numbers from the company headquarters.
  2. Click Save to add the membership to the customer's Loyalty section.
Complete steps 3 - 6 to add more memberships.
 

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Note:
  • When you add more loyalty memberships, you can use the Primary membership checkbox to define which primary membership receives loyalty points.
  • You can enroll customers in the same loyalty program only once. Once you add a program to the customer's Loyalty section, Mews removes the program from the dropdown list in the Loyalty membership window to prevent you from reselecting it.
 

Editing current memberships

You can use the Loyalty section to update the customer's loyalty information.
 

Add or update a membership number

Note: Mews disables the Membership number field when you select an internal loyalty program. Mews receives internal loyalty program membership numbers from company headquarters. These are not editable.
 

To add or update a membership number:

  1. In Mews Operations, click on any customer profile or enter the customer's name in the Mews Dashboard search bar.
  2. Go to the Profile tab.
  3. Click the program name to access the Loyalty membership window.
  4. In the Membership number field, enter the customer's unique membership number.
  5. Click Save.
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Editing loyalty tiers

Mews displays loyalty tier information for internal programs only. Mews receives the information from the company headquarters. The Tier field is auto disabled in the Loyalty membership window. The property can manage the data through the API only.

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Setting the primary membership

Setting the primary membership defines which program receives loyalty points. Once you select the primary membership, Mews displays the Primary tag next to the program name.
 
primary loyalty.png

To set the primary membership:

  1. In Mews Operations, click on any customer profile or enter the customer's name in the Mews Dashboard search bar.
  2. Go to the Profile tab.
  3. Click the program name to access the Loyalty membership window.
  4. Select the Primary membership checkbox.
  5. Click Save.
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Note: You cannot set paid programs as the primary membership. The system automatically disables the checkbox. 

You can remove a customer from the Loyalty section in Mews, via their customer profile. This is useful when: 

 

  • You make a mistake during loyalty enrollment; you can now delete and restart the enrollment. 
  • You want to merge two customer profiles with different loyalty memberships, so you need to delete one first.  
  • You want to delete information from your company’s loyalty partner program. 

 

Note: This removes the guest from only the Mews Loyalty section, not from your internal loyalty program. To do so, you need to access your internal loyalty program to remove them from it. 

 

To delete a customer’s loyalty membership in the Loyalty section in Mews: 

  1. Click on any customer profile or enter the customer's name in the Mews Dashboard search bar.
  2. Go to the Profile tab.
  3. Click the program name to access the Loyalty membership side window.
  4. Click Delete. In the confirmation window that appears, click Delete to confirm: 

Delete memebership popup - strawberry managing loyalty.png  

This deletes the loyalty program from the Loyalty section of the customer’s profile in Mews.  

 

Note: This removes the guest from only the Mews Loyalty section, not from your internal loyalty program. To do so, you need to access your internal loyalty program to remove them from it. 

 

 

 

You can learn more about understanding the Loyalty section in Mews here. 

 
 
 
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