The Customer management screen is the internal Mews profile of each guest that stays at your property. The screen consists of six tabs and connects all reservations, bills, and orders to each guest so that all their information is visible and organized in one place.

To access a customer's Customer management screen,

• click on any customer profile, or
• enter the customer's name in the Mews Dashboard search bar

In this article you can learn about the tabs in this screen:

• Dashboard
  • Current and future reservations
  • Bills
  • Past reservations
  • Orders
  • Additional options
• Profile
  • Editable fields
  • Loyalty
  • Identity documents
  • Addresses
  • Related guests
  • Files
  • Merge
  • Additional options
• Internals
  • Explanation of fields
• Payments
• Billing
• Action log

Dashboard

The Dashboard tab consists of four sections: Current and future reservations, Bills, Past reservations, Orders.


Note: You can click the + icon in the top right-hand side of the screen to create a new reservation or to place an order for the guest.
 

Current and future reservations

Reservation cards display for current and future bookings. You can view all reservation information on the card in the following ways:
 

• Name and room number: The reservation owner name and room number.
• Status: The reservation status type.
• Check in/out date and time: The reservation arrival and departure date and time.
• Guests: The guest information including owner.
• Confirmation number: The confirmation number for the reservation.
• Rate: The reservation rate.
• Requested category: The requested category.
• Assigned space and status: The assigned space and status.
• Billing: Click on the  Billing icon to access the billing screen.
• Timeline: Click on the Timeline icon to access.
• Registration cards: Click on the Print icon to print or export the guest’s reservation card as PDF.
• Details: Select the Details option to access the Smart detail window.
• Manage: Click the Manage button to open the Reservations management screen.

Bills

You can view all closed bills attached to the customer profile in this section. The table lists the following details for each bill:

• Customer
• Tax identifier
• Company
• Issued
• Due date
• Paid
• Status
• Notes 

Note: To review a past bill in greater detail, click the bill number.
 

Past reservations

Reservation cards display for past and canceled bookings. You can view all reservation information on the card in the following ways:
 

• Name and room number: The reservation owner name and room number.
• Status: The reservation status type.
• Check in/out date and time: The reservation arrival and departure date and time.
• Guests: The guest information including owner.
• Confirmation number: The confirmation number for the reservation.
• Rate: The reservation rate.
• Billing: Click on the  Billing icon to access the billing screen.
• Registration cards: Click on the  Print icon to print or export the guest’s reservation card as PDF.
• Details: Select the Details option to access the Smart detail window.
• Manage: Click the Manage button to open the Reservations management screen.

Orders

This section contains past, canceled, current, and future orders connected to the customer profile. The table lists the following details for each order:

• Service
• Created
• Start
• Notes
• Status
• Total amount

Note:

• To review an order in greater detail, click the service order name.
• To cancel the order, click the three dots icon next to the total amount.

Additional options

• Click the  Create icon in the top right to create a new reservation or order for the customer.
• Click the Mail queue items icon to view the status of all mail items sent from Mews Operations to the customer.

Profile

The Profile tab displays all known guest information and provides a “Smart Tip” summary of guest preferences, past stays and upcoming reservations. Mews automatically creates most customer profiles in Mews Operations. However, you can edit fields directly in the Profile tab.
 

Editable fields

The following fields are editable in the Profile section on the left:

• Email: The customer's email address. Mews sends all communication to this email address. Note: You can only use an email address once in the system. It is not possible to have the same guest email address listed in more than one profile.
• Title: The customer's preferred title.
• First name: The customer's first name, and middle name if applicable.
• Last name: The customer's last name.
• Second last name: The customer's second last name, if applicable.
• Nationality: The customer's nationality.
• Language: The language for customer communication.
• Sex: The customer's sex as in their passport, for legal reporting purposes.
• Telephone: The customer's telephone number, including the country code for international numbers.
• Birthdate: The customer's date of birth.
• Birthplace: The customer's place of birth.
• Car registration number: The customer's car registration number, if applicable.
• Tax identifier: This information may not be necessary. Consult your accounting team for confirmation.
• Company: The customer's associated company. Type in the first few letters in the box and select from the choices.
• Occupation: This information may not be necessary. Check your local laws for more information.

Loyalty

• Program name
• Membership number
• Expiration date

Identity documents

Addresses

Related guests

View the name, relation, shared history and next stay for all related guests. You can also view who added the relation, either staff or a guest. You can learn more about adding related guests in the How to add guest relationship information to customer profiles in Mews Operations help article.
 

Files

Merge

Use the search field to locate merge suggestions for the customer profiles which have a second profile in the system, so you can merge and maintain a single profile instead of having to manage multiple profiles for the same customer.

To merge customer profiles:

1. Start typing any customer name into the search field. Mews displays a list of related customer profiles.
2. Select a name from the list.
3. Click Merge.

Note: Once you merge the profiles you cannot unmerge them.
 

Additional options

• Click the  Clear icon in the top right to clear all personal data. Note: The deletion action is permanent and you cannot undo it.
• Click the Mews identity scanner icon to scan a customer's identity documents.
• Click on the  Print icon to print or export the customer profile information.

Internals

The Internals tab allows you to assign a customer classification, mark whether the customer accepts invoices or marketing updates, assign internal codes, and add notes to a profile.

Note:

• Internal tags are transferable between properties within a chain. For example, if one property tags a customer as ”returning”, the information appears in their profile in another property from the same chain.
• Mews displays the notes that you add on the Internals tab in your Space Status report and doesn't display them in the reservation itself.
• If the guest selects the language in the guest portal, then the Internals tab shows this as the language of choice for customer communication, irrespective of the language that is set in the Customer profile.

Explanation of fields

Payments

The Payments tab allows you to select different payment types, manage prepayments, refunds, and preauthorizations, and review all past payments.

Billing 

The Billing tab on the customer profile opens to the Billing screen which displays all Unpaid items / Deposits that require settlement as well as any Open bills. You can learn more about this screen here.
 

Action log 

The Action log tracks all modifications that users at your property perform if necessary to the customer's profile.