The roles, and what each can do
Six roles. Most support calls are somebody trying something their role forbids.
- Front desk — bookings, check-in and check-out, folios, payments, guest service. The daily work.
- Housekeeping — the housekeeping board and room status.
- Back office — reports and the accounting views, without the desk.
Every role can open Reports and read every report — they show what already happened and change nothing. What a role may *do* is what differs.
- Manager — everything the desk does, plus the overrides: rate overrides, voids, write-offs, moving a guest into a dirty room, the night audit, day end.
- Account administrator — the hotel group's own administrator. Adds hotels, users and lists, sets up the restaurant, and everything above.
- Super administrator — us. Belongs to no hotel group, and can only enter one with a granted, time-boxed session.
A refusal that reads like a permission problem usually is one. Check the role before assuming the feature is broken — and if somebody needs an override every day, the answer is usually their role, not the override.
The revenue manager
A seventh role arrived in September 2026: Revenue manager. It is the person who decides what the hotel sells at — rate plans, rates, restrictions, the revenue engine — reads every report, and decides the no-shows (what is retained, and whether the OTA is told). It does nothing at the desk: no check-in, no folio, no money. A hotel with no such person gives nobody the role, and the manager or the administrator decides those things as before.
A login is a job
Since September 2026 you rarely choose a role directly. You pick a job — Front office, Front office manager, General manager, Reservations, Revenue, Housekeeping, Kitchen & restaurant, Accounts, Sales, Maintenance, Look only, or a department of your own — and the job carries the role underneath it plus exactly the permissions that job needs. A Front office manager and a General manager are both managers underneath; they differ in what the job switches on. For one person you can still add or take away single permissions. See Adding somebody to the team.