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Product best practice

Share your way of doing things and learn from others

  • 177 Topics
  • 502 Replies
177 Topics
Sanne
SanneSuperstar Helper
asked in Product best practice
🔎Tips for transitioning to a self-service front office

Hey everyone!I'm looking for tips and tricks on transitioning from an old-school front office to a fully self-service front office with a front office host. Anyone with experience making this shift? What were the biggest challenges and how did you overcome them? Any advice or ideas are welcome!What we have already prepared:training for employees: the new service flow, basics of the new role and responsibilities of a front office host, tasks, etc.  2 pilot-hotels: 1 with Mews Kiosk and 1 with Duve  overview of needed renovations, hardware and software Some questions I have: which solution(s) (Kiosk and/or Guest Journey) do you use and why?  How did you help guests embrace this change? Did you use specific communication strategies?  How did the new role of the front office evolve compared to the traditional front office?  How did you deal with staff resistance and did you find effective ways to keep them engaged?  If you had to do the transition all over again, what would you do differen

3
Sanne
23 days ago
Hendrik Renken
Hendrik RenkenHelper
asked in Product best practice
Drops on mews booking engine with meta search

Hey,We recently reviewed our data regarding the booking engine and noticed that the conversion rate is really low when users come via Metasearch.For us, this has a lot to do with the information about the hotel that guests receive from the booking engine.Currently, users are redirected straight to the "select category" section, which is generally great, but it can be overwhelming for guests as no other information about the hotel is provided. I think to improve the conversion rate, it would be great to rebuild this section of the booking engine and include the possibility to add more general information.Is there something we might already be missing? What’s your take on this? Would be good to have some feedback. Best Hendrik  

1
coudert.mathias
Mews Employee
2 days ago
S
SonjaSenior Contributor
asked in Product best practice
Routing Rules

Is it just me or does it take ages whenever you create a new company profile and want to add a routing rule until the company profile is found? I have to refresh many times until I can find the company. I thought it would be so much easier to already add the routing rule from the company profile directly when creating the company, either by a ticking box or a drop down menu? If you agree: https://feedback.mews.com/forums/918232-property-operations-pms/suggestions/48756575-add-routing-rule-directly-from-company-profile :)

2
S
3 days ago
M
MaxSenior Contributor
asked in Product best practice
Get Apple Pay / Google Pay to work

Is it true that Apple Pay and Google Pay doesn’t work, if you use Mews Payments in a NON-MEWS Booking engine?Could’t find this written anywhere so far, but cannot get it to work.

6
J
4 days ago
marko.balazevic
Mews Employee
marko.balazevicMews Employee
published in Product best practice
How to Assign Revenue Centers in Mews POS: Quick TutorialTutorial

Hi community!In this video, we introduce a new tutorial on the Mews Point of Sale (POS) system. We explain how to configure the setting that controls how revenue centers are assigned to open orders. We'll walk you through the two possible scenarios for this setting and discuss the trade-offs of each, helping you choose the best option for your needs.Thanks for watching! If you have any questions, feel free to reach out.See you in the next video!

190
marko.balazevic
Mews Employee
12 days ago
E
EddoApprentice
posted in Product best practice
Hover-Box / Mouse-Over reservation timeline

Dear MEWS Community,Screen real estate is precious, especially when managing reservations, yet there are many ways to maximize the use of this limited space. A simple improvement would be to display more information in the hover-box that appears when you mouse over a reservation.Currently, the hover-box only shows the guest's first and last name along with their arrival and departure dates. This information is almost redundant, as it’s already visible on the timeline screen. Additionally, the hover-box is relatively small compared to the available screen space, which leaves room for more relevant details.Why not make better use of the hover-box by adding more useful information? The possibilities are endless. Here’s an example of what it could display:Name: Mr. Donald Duck Dates: Sun 29.09.24 - Mon 30.09.24 (1 night) Rate: Flexible Rate Total Amount: 888 EUR Note: This is a sample.Ideally, these settings would be customizable by the property or even individual users. If static informat

0
E
15 days ago
E
EddoApprentice
posted in Product best practice
Search for booker

Hi,I’ve noticed that the search functionality has improved significantly compared to the simple search we had before – well done!However, one thing is still a bit frustrating for me: why is it not possible to search for a booker and see all the reservations associated with this person in their role as the booker?Typically, the booker is the main point of contact for us, especially when it comes to group reservations, so it would be really helpful to access that information easily.Looking forward to your insights!Best,Ed

1
ettore.zotarelli
Mews Employee
15 days ago
R
RjagtarapApprentice
asked in Product best practice
Booking Extension Best Practices

Are there any best practices in entering guest extensions to ensure KPI tracking is correct (eg sales channel, number of guests etc.) and avoid conflicts with OTA trackings which trigger a commission?Any tips would be helpful. Thank you!

4
S
Guru
18 days ago
J
Jasmin H.Helper
asked in Product best practice
Stornobedingungen

Hallo zusammen,weiß jemand, ob es Änderungen in der Zuweisung von Stornobedingungen geben soll?Ich verstehe nicht, warum man die Stornofristen nicht unabhängig von einer Rate hinterlegen kann.@Mews gibt es nicht die Möglichkeit die Restriktionen als zusätzliches Reservierungsfeld einzubauen?Als Messehotel ist es echt anstrengend mit über 20 Raten arbeiten zu müssen, aufgrund verschiedener Stornofristen.Vielleicht hat ja jemand einen Anwendertipp? Danke und viele Grüße

8
jones.eth
Guru
19 days ago
DavidFoxx
DavidFoxxContributor
asked in Product best practice
Seeking Best Practice for Inviting Guest Gratuities

In an effort to leverage the Guest Journey within Mews, I have updated our Checkout Invitation to include a note about adding gratuities as part of checking out online and added this to the ‘Rules’ for checking out online. I’m trying to determine whether there is a best practice for doing this already in use by other properties or if there are recommendations for how to improve the process I’ve created. Am I missing any other areas of communicating this within the Guest Journey? I am planning to add an in-room printed piece to the physical Guest experience, drawing attention primarily to the ability to checkout online the day before through the morning of departure and, as a ‘by the way’ mention, including a line about the Guest’s ability to express his/her appreciation for the service and hospitality they’ve experienced during their stay.Within Documents, there’s no option for Instructions, so I chose Rules and I believe this is visible to the Guest only in the Guest portal when compl

7
Sanne
23 days ago
B
BOMApprentice
asked in Product best practice
PDJ ARRANGEMENT

Bonjour,Notre produit PDJ arrangement apparait dans le CA d’affaires HEBERGEMENT alors que le paramétrage est “Chiffres Affaires PDJ”.Quelqu’un parmi vous aurait la réponse svp? En vous remerciant, 

1
Ivan Fernandez
Mews Employee
25 days ago
S
StefanSuperstar Apprentice
posted in Product best practice
Card dispenser for Self-Check-In station

Hello dear community,We are planning to set up a self-check-in station in our hotel. We are now looking for a card dispenser that is not only functional but also visually appealing. We can't really find anything reasonable on the Internet that doesn't look too cheap. Do any of you also have a self-check-in station with a card dispenser and can you recommend one?I would be grateful for any tips.

1
A
1 month ago
elena.pudova
Mews Employee
elena.pudovaMews Employee
published in Product best practice
Support Tip of the Week: Mews POS Inventory ManagementTutorial

Hello Mews community! 🎉We often get questions about managing inventory within Mews POS, so this week, we want to provide some clarity on two frequently asked topics: How to complete an inventory return and How to accept a delivery from a purchase order. Let's dive in!1. How to Complete an Inventory Return in Mews POSReturns in Mews POS help you keep track of products you send back to suppliers, making inventory management smoother. When a return is processed, Mews POS automatically updates the stock records, allowing you to connect deliveries and returns seamlessly.To complete an inventory return in Mews POS:Navigate to Inventory and select Deliveries. Locate the relevant delivery and click on it to open the Delivery details screen. Click Return Items and select the checkbox next to the product you want to return. Enter the quantity of the returned item and click Save Items. In the New Return screen, fill out the necessary information (Document Date/Time, Notes, etc.). Review the prod

130
elena.pudova
Mews Employee
1 month ago
laura.asplin
Mews Employee
laura.asplinMews Employee
posted in Product best practice
Automated Service Charge on Bills

HiI am a Product Manager within the Finance team, I met with a customer yesterday who suggested that they would like to start adding a service charge to all Bills in Mews, similar to the way that a service charge is added to a bill in a restaurant. Their idea was to add the service charge as a % of the total bill value or as a % of the accommodation items to avoid F&B items being charged multiple service charge. They discussed that they would need to inform the customers of the charge in advance of the stay and they would likely do this via the confirmation email. They commented that are a lot of properties are doing this now.The property is unsure how their guests might react to the charge and we were keen to start a conversation about this subject:does anyone have any experience of adding a similar charge and has it been successful? are their other properties interested or considering adding a similar charge? 

5
Sanne
1 month ago
alzbeta skrabalkova
Mews Employee
alzbeta skrabalkovaMews Employee
published in Product best practice
Simplifying the "Unpaid items/Deposits" on the Billing ScreenTutorial

Hey there, Mews Community! 😎We've noticed some confusion around the "Unpaid Items/Deposits" section on the billing screen. Let's break it down for a smoother billing experience:"Unpaid Items/Deposits" isn't an open bill. It's where you can find transactions from sources like the kiosk, restaurant POS or basically any item not posted directly from the billing screen It's like a temporary holding area. Properties should review and move these items to the right bills. You can't move items back to "Unpaid Items/Deposits" anymore, and this change is by design. Also, you cannot add company details to it. During checkout when selecting "Close balanced bills" and "Checkout" , if you get an error message (see below), it means there are items in "Unpaid Items/Deposits" that need allocation. In a nutshell, keep your billing screen tidy by sorting items into their proper bills. Need help? Feel free to ask questions. Happy billing! 💰

1495
laura.asplin
Mews Employee
1 month ago
mauritsbots
Senior Guru
mauritsbotsSenior Guru
asked in Product best practice
Service Promotion, multiple confirmations

Hi allIn one of my hotels we did a test with PARKING as bookable service, however we received complaints from guests about double confirmations.. if and when a guest is booking a secondary bookable service in the booking engine, the confirmation for both services is send separately. Obviously, the guest does not (need to) know that there is a bookable service behind it, but we now are discussing reverting back to using the PRODUCT.How do other hotels work with this service promotion connection between bookable services?

4
MarketaOupi
Community Manager
1 month ago
Jason.Warnaar
Mews Employee
Jason.WarnaarMews Employee
posted in Product best practice
Email Template Customization: Are you getting the most out of them?

Hi Everyone! I see that a lot of the time the email customization is a bit simple. With the HTML allowing you to fully customize these templates, I would love to see what you have done with yours. How have you customized your templates? Do you have any screenshot examples to show? Is there anything that you would suggest as a best practise? What softwares did you use to make the templates (if any)?@BertSerry I know that Yalo Hotel is an incredible example of one. Would you possibly be able to share your confirmation email template?I’m looking forward to see what you’ve all done!

19
jones.eth
Guru
1 month ago
elena.pudova
Mews Employee
elena.pudovaMews Employee
published in Product best practice
Support Tip of the Week: Mastering Mews POS Payment ReportsTutorial

Hello, Mews Community! 😎We’ve noticed a lot of interest in understanding payment reports within Mews POS, so this week, we’re focusing on how you can use these reports to better manage your restaurant’s finances. Payment reports are essential for gaining insights into your financial operations and making data-driven decisions to enhance your business performance. Here’s an overview of the reports and how they can help you:1. Understanding the Payments Report in Mews POSThe Payments Report offers a detailed look at all the payments processed through Mews POS, including:Sales Data: Break down gross sales, refunds, and gratuities to see your overall revenue. Payment Methods: Analyze payments by different methods to understand customer preferences. User Activity: Track payments processed by individual users to monitor staff performance. Permissions: Ensure that only users with ‘Can view reports’ permissions can access this data by checking Settings > Roles.2. How to Download the Mean P

200
elena.pudova
Mews Employee
1 month ago
Hendrik Renken
Hendrik RenkenHelper
posted in Product best practice
Who nailed the guest journey?

Hey guys, I'm very interested to see some guest journeys and different approaches to how you communicate with guests and handle processes without manual intervention.I would love to get in touch and exchange some experiences :) Talk soon, Hendrik

1
Sarah.Masterton-Brown
Community Manager
1 month ago
DanS.
DanS.Helper
asked in Product best practice
HiJiffy & guest communications

Does anyone use HJ for guest comms?

4
Olivia.Dingreville
Mews Employee
1 month ago
MarinafromMews
Mews Employee
MarinafromMewsMews Employee
published in Product best practice
Support Tip of the Week: Handling Channel Manager Errors and Understanding the CHM QueueTutorial

Receiving error emails from your Channel Manager? Don’t panic! Here’s a quick guide to help you manage common Channel Manager (CHM) errors and effectively use the CHM queue.1. Understanding the CHM QueueBefore troubleshooting, it’s essential to familiarize yourself with the Channel Manager (CHM) queue, which displays the status of all updates sent from Mews to your Channel Manager.To access the CHM queue:Navigate to Main Menu > Queues > Channel Manager. Use filters to view specific items, such as inventory updates, incoming reservations, synchronized items, or the status of generated updates.By regularly checking this queue, you can identify whether an update is still pending, failed, or successfully processed.2. Common Error Messages and How to Resolve ThemWhenever there is an issue with the Channel Manager, Mews sends an email to notify you. Below are some common errors you might encounter, along with steps to resolve them:Unknown Rate Code: Check your Channel Manager integrati

50
MarinafromMews
Mews Employee
1 month ago
L
Le Hub by Privilodges ManagerApprentice
posted in Product best practice
pay in/by instalments

Following a study by a channel manager, more and more people are choosing to pay in three installments without additional fees to spread out their payments. It might be worth considering implementing this on Mews

2
Sarah.Masterton-Brown
Community Manager
1 month ago
Pamela from Mews
Mews Employee
Pamela from MewsMews Employee
published in Product best practice
How to Get the Most Out of the New Mews Digital AssistantTutorial

Hi Community!We have recently launched our Mews Digital Assistant for you to ask any questions you have about the system, and also to open tickets with our Support Team.You can access the chat from any screen in Mews by clicking “Help / Contact us” in the upper right corner.If you are facing a critical issue that is affecting your operations and need urgent assistance, you can ask the Mews Digital Assistant to open a Support ticket for you straight away, and the process will start immediately:Some considerations:The Mews Digital Assistant  feeds mainly from the Mews Help Center, so it can’t answer any specific question about your property, for example “How many check ins did I have in August 2023?”, but it will accurately reply to “How can I calculate the number of check ins during a given month?”. The Mews Digital Assistant can communicate in English, German, Dutch, French, and Spanish, but the text must include at least 20 characters in the language of your choice and those character

350
Pamela from Mews
Mews Employee
1 month ago
elena.pudova
Mews Employee
elena.pudovaMews Employee
published in Product best practice
Support Tip of the Week: Setting Up a Paymaster Account for Bar ChargesTutorial

 Why It Matters: Many of you have been asking about issues with payment failures in Mews, particularly when handling bar or restaurant charges. This common problem often occurs because the account used isn't set up as a Paymaster. When this happens, payments start to fail, causing operational disruptions and confusion. This is because a standard account can only handle a limited number of cards or payments before it reaches its limit.What to Do: To avoid these issues, ensure that all bar or restaurant charges are posted to a designated Paymaster account. Here’s why:Centralized Billing: A Paymaster account consolidates all charges into one bill, simplifying management and invoicing. Prevent Payment Failures: Standard accounts have a cap on the number of payment methods they can handle. A Paymaster account bypasses this limitation, ensuring smooth processing. Flexible Setup: You can create various types of Paymasters, such as a "Lobby Bar Paymaster" for non-staying guests or a "City Ledg

450
elena.pudova
Mews Employee
1 month ago
paul.boulom
Mews Employee
paul.boulomMews Employee
published in Product best practice
Master Billing with Mews: Speed, Flexibility, and SimplicityTutorial

Billing with Mews is like scoring a goal: quick and efficient. Modifications are made in the blink of an eye, like a sprinter crossing the finish line. You have constant access to useful information, allowing you to dribble past administrative tasks and focus on your guests. Paying the bill might not be the most thrilling part of your clients’ stay, but it’s a crucial step. With Mews, it’s like Djokovic hitting a winning shot: fast and effortless. You turn this formality into a simple forehand, allowing your clients to fully enjoy their stay. Billing is not tied to reservations but to client profiles. You can use the billing screen to track client consumption by recording the products and services provided. By default, Mews adds all client items to the Unpaid Items/Deposits section. For example, if you add several bar products to a client’s profile, these items will appear in the Unpaid/Deposits section. You can easily move these items to another invoice, whether it’s the client’s or a

350
paul.boulom
Mews Employee
2 months ago
Community-widget-Referral-Program

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