Role Hierarchy & Types
🏢 Brand-Level Roles
Role | Users | Scope |
Brand Admin | Senior managers, IT administrators | Full brand access |
Marketer | Marketing managers, campaign coordinators | Marketing & audience data |
Report Viewer | Analysts, managers needing reports | Specific report access |
📍 Location-Level Roles
Role | Users | Scope |
Location Admin | Property managers, regional managers | Specific location(s) |
🏨 Department-Level Roles
Role | Users | Scope |
Converser | Front desk, customer service, concierge | Guest communication |
Contractor | External service providers, temporary staff | Limited, booking-based |
Detailed Role Specifications
👑 Brand Admin
Purpose: Complete platform administration and oversight.
Description: Brand administrators have unrestricted access to all brand data, users, and settings. They can configure locations, manage roles, and access all features.
Scope:
✅ Entire brand – All locations, departments, users
✅ All historical data – No time restrictions
✅ All features – Complete platform functionality
Key Permissions:
✅ User Management: Invite, edit, delete any user role
✅ Location Management: Create, edit, delete locations
✅ Department Management: Configure all departments
✅ Guest Data: Access all profiles, bookings, requests
✅ Conversations: View all conversations across brand
✅ Reports: Access all reporting and analytics
✅ Settings: Configure brand-wide settings
✅ Integration Management: Manage integrations
Best For: Senior managers, IT administrators, HQ staff
📊 Marketer
Purpose: Marketing campaigns and audience management.
Description: Marketers can access guest data for audience segmentation and campaign management. They have read-only access to profile data and full access to marketing tools.
Scope:
✅ Brand-wide or location-specific (configurable)
✅ Guest profiles – For audience building
❌ Limited operational access – No conversation management
Key Permissions:
✅ View guest profiles for audience building
✅ Create and manage audiences
✅ Manage marketing campaigns
✅ Access campaign analytics
❌ No access to guest conversations
❌ No operational data (requests/bookings)
❌ Cannot manage users
Best For: Marketing managers, campaign coordinators, CRM specialists
📈 Report Viewer
Purpose: Access to reports and analytics.
Description: Report viewers have access only to designated reports and dashboards. Ideal for stakeholders who need insights without operational access.
Scope:
✅ Report-specific – Only assigned reports
✅ Brand or location level (configurable)
❌ No operational access
Key Permissions:
✅ Access to assigned reports
✅ View analytics dashboards
❌ No guest profile access
❌ No operational data
❌ Cannot manage users
Best For: Executives, analysts, external stakeholders needing reports
🏢 Location Admin
Purpose: Management of specific location(s).
Description: Location admins have full control over their assigned locations, including staff management, guest services, and settings.
Scope:
✅ Assigned locations – One or multiple
✅ All data within their locations
❌ No access to other locations
Key Permissions:
✅ Manage users at their location(s)
✅ Configure location settings
✅ Manage departments
✅ Access all local profiles, conversations, and requests
✅ Run local reports
✅ Manage integrations for their property
❌ No access to brand settings
Best For: Property managers, regional managers, location supervisors
💬 Converser
Purpose: Guest communication and service delivery.
Description: Conversers are front-line staff who communicate with guests and handle requests. They can access guest profiles and conversations in their departments.
Scope:
✅ Assigned department(s)
✅ All brand guests – For messaging and service
✅ Department conversations
Key Permissions:
✅ View and edit guest profiles
✅ Manage conversations in their departments
✅ Create and manage service requests
✅ View and manage guest bookings
✅ Use department templates
❌ Cannot manage users
❌ No configuration access
❌ Limited cross-department access
Best For: Front desk, concierge, guest services
🔨 Contractor
Purpose: External service providers with limited, booking-based access.
Description: Contractors are external providers who can only see guest data related to active bookings at their assigned departments.
Scope:
✅ Assigned departments
✅ Booking-dependent visibility
❌ No historical data without active bookings
Key Permissions:
✅ Profiles with bookings at their locations
✅ Service requests tied to their departments
✅ Booking data for assigned areas
✅ Department message templates
❌ Cannot view all brand guests
❌ No access to inactive locations
❌ No user management
Best For: Spa, maintenance, or external service providers
🤝 Vendor
Purpose: External service providers managing their own services and requests.
Description: Vendors are external partners who manage specific services (e.g., spa, activities). They have a streamlined interface focusing on their assigned requests and services.
Scope:
✅ Assigned Vendor Location(s)
✅ Profiles with active requests or bookings at their location
❌ No access to other vendors' data or brand settings
Key Permissions:
✅ View and manage assigned requests (status, notes, comments)
✅ View and edit their own service details (name, description, pricing)
✅ Create new guest profiles
✅ Access guest profiles for relevant bookings/requests (PII restricted)
❌ Cannot create or delete vendors or services
❌ No access to Settings, Reports, or Campaigns
❌ Cannot merge profiles or access digital itineraries/keys
Best For: Spa operators, restaurant managers, external activity providers
Permission Comparison Matrix
Feature | Brand Admin | Location Admin | Converser | Contractor | Marketer | Report Viewer | Vendor |
User Management | ✅ Full | ✅ Location | ❌ None | ❌ None | ❌ None | ❌ None | ❌ None |
Guest Profiles | ✅ All | ✅ Location | ✅ All Brand | ✅ Booking-based | ✅ All Brand | ❌ None | ✅ Booking-based |
Conversations | ✅ All | ✅ Location | ✅ Department | ✅ Location-scoped | ❌ None | ❌ None | ❌ None |
Service Requests | ✅ All | ✅ Location | ✅ Department | ✅ Booking-based | ❌ Limited | ❌ None | ✅ Vendor based |
Bookings | ✅ All | ✅ Location | ✅ All Brand | ✅ Location-scoped | ❌ Limited | ❌ None | ❌ None |
Reports | ✅ All | ✅ Location | ❌ Limited | ❌ Limited | ✅ Marketing | ✅ Assigned | ❌ None |
Brand Settings | ✅ Full | ❌ None | ❌ None | ❌ None | ❌ None | ❌ None | ❌ None |
Location Settings | ✅ All | ✅ Own | ❌ None | ❌ None | ❌ None | ❌ None | ❌ None |