Start here if you manage agency operations

This guide is for the person who coordinates agency operations: reservations, arrivals, departures, staff, cleaning, maintenance, and exceptions. Your objective is to give every piece of work a priority, owner, and next step.

The Manager role is not the same as account administration. The subscription, invitations, role changes, and certain connections or settings remain the administrator's responsibility. You also do not need to perform every front-desk or provider task personally.

Which device to use first#

Prepare the operating model and accept the agenda, reservations, cleaning, maintenance, and shift handover on a computer with a wide screen. Then validate on the real phone or tablet only the compact views and updates you will use during service. This documentation can adapt to the device even when a product screen does not yet do so. If a filter, property, state, action, or confirmation is not visible, do not act on an incomplete summary: continue on the computer and escalate the specific screen.

1. Confirm your access and scope#

1. Sign in with your own account.
2. Accept the agency invitation with the same address and check the team name.
3. Complete the first-session orientation and confirm the active team.
4. Ask the administrator for the properties and teams you coordinate, on-call coverage, cut-off times, and escalation routes.
5. Review how roles, positions, and resource authorization work together.
6. Configure your notifications so useful operational alerts do not depend on email alone.
7. Review the timezone boundary and, if you coordinate operational acceptance, check time-based workflows with the administrator.
8. Test with the administrator one action you must be able to perform and one that must remain denied.

If a property, reservation, or team is outside your responsibility, you do not need to see it. If you see data outside your scope, stop viewing it and report it immediately.

2. Achieve the first useful result#

In your first operational session, choose a real date and build a reliable picture of the service:

1. Open the Daily PMS Agenda.
2. Confirm the date and team, then refresh once.
3. Review pending arrivals, departures, tickets due, cleaning, and visible alerts.
4. Open and verify an arrival reservation before interpreting its details.
5. Find a representative cleaning task and maintenance ticket.
6. Assign every exception to a person, a next action, and a review time.

You have achieved the first result when you can explain the state of the day without using the administrator's account and without leaving critical work only in calls or external messages.

3. Prepare the operating model with the administrator#

Before taking responsibility for the full portfolio, agree and document:

• which properties and offices you coordinate;
• who decides on pricing, compensation, cancellations, and stay changes;
• who can submit traveller registrations, close tasks, or mark a no-show;
• arrival and departure windows, key handover, and emergency contacts;
• target response times for messages, cleaning, and maintenance;
• who covers each responsible person during absence;
• which incidents require immediate escalation.

Then run an end-to-end test with front desk, cleaning, and maintenance. Each person should use their own account and see only the work they need.

4. Direct the start of the day#

Use the same order every day:

1. Context: confirm the team, date, and properties with activity.
2. Arrivals: review reservations, pending travellers, keys, and urgent messages.
3. Departures: identify unconfirmed departures and properties that will need cleaning.
4. Cleaning: review availability and distribution through weekly and daily planning.
5. Maintenance: review assigned work, property blocks, and deadlines.
6. Channels and pricing: treat any reservation or availability discrepancy as an exception; do not improvise changes in both systems. To cross-check one accommodation, review its operation and the calendar and open the exact stay from there.
7. Ownership: leave every exception with an owner and next review.

The agenda collects signals for the day, but it does not replace opening the reservation, task, or ticket before making a decision.

5. Coordinate arrivals and guest service#

For each arrival that needs attention:

1. verify the property, dates, status, and reservation source;
2. review the reservation conversation and delivery state;
3. check whether the guest check-in link was shared;
4. review registered travellers without assuming that the booked guest count matches the actual group;
5. confirm key handover and any authorized exception;
6. assign issues to front desk, maintenance, or the on-call person.

Holidario considers operational check-in complete once at least one person is registered. If you need to know whether anyone is missing, verify the actual group; the guest count entered at booking time is only a reference.

6. Coordinate cleaning and maintenance#

Cleaning#

1. Confirm that availability has been prepared by following Prepare cleaning-team availability.
2. Create and assign a task only when the need and property are correct.
3. Review progress and evidence, not just the card status.
4. If the date or assignee changes, use reassign, reschedule, or cancel and record the reason.

Maintenance#

1. Follow create and coordinate incident tickets, then review priority, state, assignee, and affected property.
2. Keep one accountable owner, a deadline, and a verifiable next step.
3. Require appropriate context and evidence in the conversation without guest documents or unnecessary data.
4. When an external provider is involved, confirm that they receive only the assigned ticket; verify the result before the agency's final close.

Work that is “in progress” without an owner, deadline, or next step is not under control.

7. Close and hand over the shift#

1. Confirm departures through a reliable source before marking a property as released.
2. Review arrivals still pending, urgent messages, incomplete cleaning, and overdue tickets.
3. Reopen every critical exception and check its current state; an old notification is not the definitive source.
4. Record what happened, who continues, what they must do, and when it will be reviewed.
5. Hand over through the agreed channel and preserve traceability in the relevant Holidario record.

Do not mark work complete simply to clear the dashboard when the real-world check does not exist.

8. Weekly routine#

• plan cleaning load and availability for the coming days;
• review recurring incidents by property and propose a permanent solution;
• check future arrivals with missing information or key arrangements;
• review sensitive dates in prices and availability without changing rules outside your authority;
• confirm cover for absences and on-call contacts;
• tell the administrator about excessive access, missing modules, or processes that depend on one person.

9. Denials, errors, and recovery#

• A button or tab is missing: follow Missing reservation actions. Request the exact action or route the task; do not ask for full administration.
• An OTA reservation is missing: do not create a manual reservation. Follow channel-manager reconciliation.
• The guest link fails: use the check-in recovery guide; do not ask for documents through chat to bypass the form.
• A message remains unconfirmed: review its delivery status before sending again, and record any channel change.
• A cleaning task changes person or date: correct the existing task; do not create duplicates for the same work.
• The agenda looks incomplete: confirm team, date, permissions, and filters; open the source record before concluding that it does not exist.
• Data outside your scope appears: stop viewing it and notify the administrator immediately.

10. When to escalate#

Immediately escalate an overbooking risk, access to unrelated data, a guest-safety issue, a compromised key, a fault that prevents accommodation, a legal registration with no owner, or a sensitive payment outside your authority.

For product issues, follow How to ask for help. Include the team, property or reservation, screen, time, expected result, and exact message. Do not share passwords, codes, identity documents, or signed links.

You have completed this journey when you can start, direct, and hand over a shift; every arrival, cleaning task, and issue has a verifiable state; and you can distinguish what you should resolve, what the administrator must authorize, and what requires support.