PMS | Housekeeping, Maintenance & More
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Managing your team efficiently starts with creating user profiles tailored to your organization’s needs. The system allows you to assign different levels of access based on the roles and responsibilities your collaborators should have.

1. Setting up different User Roles

2. Configuring visibility and collaboration among operational teams

3. Automating and assigning Housekeeping tasks

3.1 Using the housekeeping report for task management

4. Check-in Planner report

5. Creating and managing Maintenance tasks

5.1. Maintenance reporting and accounting integration

6. NEW: Overview of the Concierge Team feature

6.1 Concierge Manager role

6.2. Concierge Team assignment

7. Automated messaging and task reminders

1. Setting up different User Roles

There are various types of collaborator profiles you may need, each with different levels of access permissions to guest information and property details, allowing you to control what is visible to some while restricting it for others.

  • Reservation Manager (and other core members) access: This profile is designed for collaborators who need visibility into guest information, manage reservations, adjust property settings, and access accounting or marketing details.
  • Operations team access: For managing day-to-day tasks, you can create profiles for:
    • Housekeepers: Manages all cleaning-related tasks for properties.
    • Check-In Managers: Prepares the property for guest arrival or personally welcomes guests.
    • Maintenance Team: Takes care of any necessary property repairs or upkeep.
    • Concierge Team: Serves as the guest’s point of contact and helps them with their needs before and during their stay.

Each user profile can be customized based on the user’s role. For instance, an individual might act as both housekeeper and check-in manager, or you could assign multiple members to each role.

For each role, you can define the user’s permissions, the number of properties they can manage, and the interface language based on their preferences. Here is how to do it:

  • Under the Reservation Manager tab, you will find the options to add the user details and type of access. Here, you can also see the users that you already added, under the Select profile dropdown field.

  • Under the Operations tab, you will be able to set the global settings for the different roles and create the profiles, such as:
    • Housekeepers, Check-In Managers, Maintenance Team, Concierge Team
    • Define if they should be able to view each other’s jobs, assign manually or automatically the tasks, and set the housekeeping day based on check-in or check-out day.
    • When options are enabled under the Global Settings, they will apply universally rather than being specific to a particular property or profile.

2. Configuring visibility and collaboration among operational teams

You have the option under Account Settings > User Rights > Operations to control what housekeeping staff can view, promoting collaboration or maintaining privacy based on your company’s preferences:

  • Team collaboration: For organizations that want housekeepers to support one another, you can enable visibility for all team members to view tasks across the team. This setting allows a team member who finishes early to assist others or take over tasks when needed.
  • Restricted view: For companies with competitive housekeeping teams or multiple service providers, you can limit visibility so that housekeepers only see their own tasks.

Select or deselect the “Enable housekeepers to see each other’s jobs.” option, under Global settings. You can apply the same setting for all the other roles:

3. Automating and assigning Housekeeping tasks

Once user profiles are established, you can automate housekeeping and check-in task assignments. Housekeepers and check-in managers can either be automatically assigned tasks by the system or manually assigned by a manager:

  • Automatic Assignment: The system uses predefined settings to allocate tasks based on property availability and team member roles. For example, if you have only one housekeeper assigned to a property, all tasks for that property will automatically be directed to that housekeeper.
  • Manual Assignment: For more control, you can manually assign specific tasks to different team members based on their availability and skill set.

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.

3.1 Using the housekeeping report for task management

The Housekeeping Report provides a comprehensive overview of all housekeeping tasks:

  • The report displays assigned team members for the cleaning, if there is a same-day change, if the check-in is today, the number of nights and adults/children, the property name, notes related to the reservation that can be added or edited directly in the report, the check-in and check-out dates and other additional information..

But you still have the possibility to change the assigned cleaner directly from the report, by simply clicking on the cleaner’s name. A new tab will appear showing you the following information to be filled in:

Note: The Housekeeper can be also manually changed in the Booking Editor.

  • Mid-stay cleanings:
    • If needed, you can schedule a mid-stay cleaning by adding it manually as an additional task within the housekeeping report. You can follow the same procedure as per the cleaner change and click on the cleaner name to apply the mid-stay cleaning. Under the Date and Time box, click on Add New+:

The new cleaning task addition will create a new entry on the report itself.

  • Stand-alone housekeeping job: If there are no bookings and the property has been closed for an extended period or following maintenance work, a standalone housekeeping task can be created directly from the report to ensure the property is cleaned. You can create a stand-alone housekeeping job directly from the report:

Once the housekeeper is assigned, they will receive a notification about the new assignment and will also be able to see the task when they log into the system.

  • The Housekeeper can also add Notes, upload Photos (e.g., damage reports or proof of completed cleaning), and select the task progress (No, Inspected, Cleaned, Checked, Ready).

Housekeepers can log in from their mobile devices. This feature is mobile-responsive and ensures that housekeepers can update their tasks efficiently in real-time.

Note: The report will show the automatic and manual assignments based on the global settings under Account Settings > User Rights. This means they apply uniformly to all properties and housekeeping staff. When more than a housekeeper is assigned to a property, the automatic assignment will apply the task to the latest assigned housekeeper or check-in manager. For example, if one of your properties gets assigned a second housekeeper, the next cleaning task for that property will be assigned to the second housekeeper.

4. Check-in Planner report

The Check-in Planner or Check-in manager report offers a similar layout and functionality as the housekeeping report but is specifically focused on preparing properties for guest arrivals.

You can access it from the top right corner menu – Business Management > Check-in Planner:

  • Information filters:
    • You can filter report information to show or hide specific details to Check-in Managers, such as guest names and contact information, based on privacy requirements or guest preferences, notes, services requested by the guests, arrival form.

5. Creating and managing Maintenance tasks

The Maintenance section allows you to create and track various property tasks, which are directly related or unrelated to ongoing bookings.

  • Task creation:
    • You can create maintenance tasks from the Maintenance report, by specifying a description, property, and category (see below image).
    • Maintenance collaborators can log work hours, add comments, and update the status of each task (see below image).
    • Each task can be marked as Not started, In progress, Completed. Only the assigned user can mark a task as completed, ensuring accountability and accuracy (see below image).

5.1. Maintenance reporting and accounting integration

The system offers a detailed method for logging and reporting maintenance tasks, linking these to the financial aspects of property management:

  • Cost Tracking: When a maintenance task is completed, you can include it in the owner’s financial statement, specify a markup, and calculate the total cost based on predefined hourly rates.
    • For example, if a roof repair requires 20 hours at $20 per hour, the system calculates the cost ($400) using the rate defined under the category settings.
  • You can track and include them into your financial data, by configuring categories through the Integrated Accounting section:

    • Default tax rates can be applied to each category, as shown below. By selecting the settings icon, a new window will open:

    • As shown in the image above, you can also designate expenses as owner expenses and set standard hourly rates.

6. NEW: Overview of the Concierge Team feature

In October 2024 we introduced the new Concierge Team feature which serves as an alternative to the 365Villas Inbox. Some property managers prefer connecting guests with on-site personnel rather than granting them access to the PMS. This new feature allows for decentralized communication, giving guests direct access to local contacts.

Since guests now have direct access to on-site staff, the Guest Messenger feature can be hidden from the GuestWisely app, displaying only the Concierge’s information to prevent any confusion regarding communication channels.

6.1 Concierge Manager role

The Concierge Manager will not need login access to the 365Villas system, as guest communications will be handled through channels other than the Guest Messenger feature available in the GuestWisely app.

This role serves as a way for property managers to automatically or manually assign a concierge to specific reservations or tasks. This function allows guests to view the contact details of their assigned concierge under the Assistance section, in the GuestWisely app, including:

  • Name
  • Phone number
  • Email address
  • WhatsApp call to action (if applicable)

6.2. Concierge Team assignment

To assign a collaborator to the Concierge Team, you will need to:

  • Go to the Account Settings > User Rights > Operations, from the left corner menu.
  • Under Create Individual Profiles, select the option Concierge staff and enter the collaborator’s personal details and assign them the properties to manage.

  • Once you add the collaborators, you will be able to directly select the staff member to assign to a reservation in the booking editor or the collaborator will be automatically assigned if you’ve selected to automatically assign the concierge in your Global Settings. The same applies also for the other roles.

7. 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 Account Settings > Templates & Automation > Automated Messages:

Important: Daily login practice is highly recommended. We advise you to train your team to log into the system daily to check their schedules and receive updates directly from the dashboard. This practice ensures they are fully aware of their responsibilities and any last-minute changes.