Introduction
Managing a hospitality team efficiently requires a well-structured approach to assigning roles, automating tasks, and streamlining communication. In this tutorial, you’ll learn how to configure user roles and permissions within the GuestWisely PMS, to ensure each team member has the appropriate level of access and responsibility. You'll discover how to set up essential roles, including Reservation Managers, Housekeepers, Check-In Managers, Maintenance Teams, and Concierge Staff, as well as how to customize their profiles to fit your needs.
The tutorial also covers optimizing team visibility, giving you the option to allow staff to view each other’s tasks, fostering collaboration or maintaining privacy, depending on your organization’s preferences. You'll explore the benefits of automating tasks, deciding whether to assign them automatically or manually for greater efficiency and fewer errors.
Additionally, automated messaging and task reminders help keep your team informed about new bookings and upcoming tasks. With these tools, you can minimize manual effort, reduce errors, and ensure your team is always informed and prepared.
Reservation Manager
This role is designed for team members who need access to guest information, reservations, property settings, accounting, and marketing tools.
1. Go to the Settings and select User Rights.
2. Under the Reservation Managers tab, you can add user details and define access levels. You can also view previously added users in the Select Profile dropdown menu.
User Property Specific Controls
You can grant a team member access to all properties at once or manually assign specific properties.
This is especially useful when managing multiple offices, as it ensures each team has access to the right portfolio.
Note: Selecting certain properties will remove access to various portfolio settings - including channel manager, group management, tag management, similar properties, and property status - making them unavailable. In this case, the following alert will appear:
"You do not have permission to use this setting. Only users with access to the full portfolio can utilize it. Please contact your manager if you have any further questions.”
As a result, sub-users who are limited to specific properties will only be able to view those same properties in reports and filters.
When assigning properties manually, you can choose from the following options:
Select individual properties.
Select Ungrouped Properties to assign access to properties that are not part of a group.
Select a property group to assign access to all properties within that group.
From the Property List:
Click the (+) icon to assign a property or group.
Click the (–) icon to remove access.
Assigned properties will appear in the user's property access list on the right-hand side.
Important: Click Save after making any changes to apply the updated permissions.
Operations
GuestWisely allows you to assign operational roles to bookings (such as Housekeepers, Check-In Managers, Maintenance Teams and Concierge Teams) to manage daily property operations efficiently.
Step 1: Create Operational Profiles
Before assigning operational roles to bookings, you need to create profiles for your operational team members.
You can create profiles for:
Housekeepers: Manage all cleaning-related tasks for properties.
Check-In Managers: Prepare the property for the guest arrival or personally welcomes guests.
Maintenance Team: Take care of any necessary property repairs or upkeep.
Concierge Team: Assign on-site staff to guest reservations - either manually or automatically - without requiring them to log into the PMS. Guests can then contact their assigned concierge directly via the GuestWisely app, where key details like name, phone, email and WhatsApp (if available) are shown in the Assistance section. Please refer to our GuestApp tutorial for more details.
1. Go to Settings > User Rights
2. Navigate to the Operations tab.
3. Under Create Individual Profiles, you can:
Create a new profile for Housekeepers, Check-In Managers, Maintenance Team or Concierge Team.
Or select an existing profile and update the settings.
You can define:
User permissions
Number of properties they can manage
Preferred interface language
Each profile can be customized based on responsibilities:
One person can have multiple roles (for example: both Housekeeper and Check-In Manager).
Multiple users can be assigned to the same role.
Step 2: Configure Operations Settings
Under Operations > Global Settings, configure how operational roles (Housekeepers, Check-In Managers, Maintenance, and Concierge) work across all properties.
Team Visibility
Choose whether team members can view each other's tasks:
Enabled: Team members can view each other's tasks and help when needed.
Disabled: Team members can only view their own tasks.
Task Assignment
Once user profiles are set up, operational tasks (Housekeeping, Check-In, Maintenance, and Concierge) can be assigned automatically or manually.
Automatic Assignment
The system automatically assigns operational roles to upcoming bookings based on your settings.
This saves time, streamlines operations and helps reduce manual assignment errors.
Manual Assignment
Assign staff manually when you need more control over who handles each task based on availability or workload.
Option 1: Operations Reports
Go to Solutions > Operations.
Select the relevant report (Housekeeping, Check-in Planner or Maintenance).
Filter by Not scheduled yet, then assign the staff member.
Option 2: Booking Editor
Open the booking.
Go to Manage > Others > Staffing.
Assign the staff member.
Housekeeping Schedule
Choose whether housekeeping tasks are scheduled based on the booking's check-in or check-out date.
You can also configure Automatic Mid-Stay Cleaning under Logistics > Additional Information to automatically schedule a housekeeping task every X days during a guest's stay.
Step 3: Set Up Notifications for Operational Roles
To keep your operational team informed about new bookings and upcoming tasks, enable automated notifications.
Once activated, assigned team members will receive notifications about their tasks.
You can also include operational roles as BCC recipients in other automated messages by simply moving them to the BCC list.
Important - Daily Login Practice
We strongly recommend training your team to log into the system daily to review their schedules and receive updates directly from the dashboard. This habit helps them stay informed about their responsibilities and any last-minute changes.
If you have any questions about setting up operational roles, please contact our Support Team at support@guestwisely.io. We’re happy to help.
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