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.
• 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.