User Roles & Permissions

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. 

User Roles

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.

Operations  

You can set up profiles for various day-to-day tasks or operational roles, including:

• 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.

Each profile can be customized based on responsibilities. For example, one person can act as both housekeeper and check-in manager, and multiple users can be assigned to a single role. For each role, you can specify user permissions, the number of properties they can oversee, and their preferred interface language.

1. Go to the Settings and select User Rights.

2. Navigate to the Operations tab.

3. Under Create Individual Profiles, you can set up new profiles for Housekeepers, Check-In Managers, Maintenance Team, and Concierge Team or select an existing profile and modify it. 

Global Settings: Team visibility & Automation

Global Settings, under the Operations tab, let you define permissions and behaviors for all key roles (Housekeepers, Check-In Managers, Maintenance, Concierge).

You can:

• Enable or restrict task visibility among team members

• Choose between automatic or manual task assignments

• Set housekeeping schedules based on check-in or check-out dates

These settings apply across all properties and team profiles.

Optimizing team visibility

In the Global Settings section, you can configure staff visibility to encourage collaboration or maintain privacy based on your company’s needs:

• Team Collaboration: If your organization values teamwork among housekeepers, you can enable visibility for all team members to see tasks across the team. This allows a team member who finishes early to help others or take on additional tasks as needed.

• Restricted View: For companies with competitive housekeeping teams or multiple service providers, you can limit visibility so housekeepers only see their own tasks.

Select or deselect the “Enable housekeepers to see each other’s jobs” option in Global Settings. You can apply this setting to all other roles as well:

Automating operational workflows

• Automatic Assignment: Implementing an auto-assignment system offers several key advantages for operational efficiency. First, it saves time by reducing the need for manual task assignment, freeing up team members to focus on more critical tasks. This automation improves efficiency by ensuring, for example,  that cleaning tasks are automatically routed to the appropriate housekeeper based on their access to specific properties or areas, streamlining the process. Additionally, it reduces errors by minimizing the risk of missed or incorrectly assigned cleaning jobs, leading to smoother operations and enhanced service quality.

• Manual Assignment: For more control, you can manually assign specific tasks to different team members based on their availability and skill set.

• Automated messaging and task reminders: Automated messaging helps ensure that team members receive timely updates on new bookings or task reminders. You can configure the system to send notifications when a new booking is confirmed or when reminders are needed for upcoming tasks by going to Settings > Templates & Automation > Automated Messages > Housekeeper Notification (this notification is also available for the Check-in Manager).

When configuring the system, you have the option to define each user’s access level and determine the properties they should manage. This flexibility allows you to streamline operations and tailor tasks to each team member’s capabilities.

Assigning collaborators from the Booking Editor

Once you add collaborators, you can manually assign a staff member to a reservation in the Booking Editor by double-clicking on a reservation and going to the Manage section > Others > Staffing. Alternatively, if you have enabled automatic assignment in your Global Settings, the system will assign a collaborator automatically. 

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.