> For the complete documentation index, see [llms.txt](https://docs.guestway.io/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.guestway.io/settings/organization-settings/users.md). # Users Use **Users** to manage everyone who can access your Guestway organization. Invite teammates, assign the right role for their job, and revoke access when someone leaves. *** {% @guideflow/guideflow-embed requestedUrl="" %} #### Overview The Users page lists every person with access to the platform in your organization. For each user you can see their **name**, **email**, and **assigned role**. Invitations that haven't yet been accepted appear as **Pending Invite** along with a timestamp showing when the invitation was sent. *** #### How roles work in Guestway Guestway uses a tiered role system. Each role inherits everything the role below it can do, and adds a specific set of capabilities on top. This means you can give people exactly the access they need without overexposing sensitive settings or integrations. The five core roles, from least to most privileged: 1. **Operator**: daily hands-on work 2. **Super Operator**: Operator plus broadcast messaging 3. **Supervisor**: full operational control across properties 4. **Admin**: Supervisor plus team and organization management 5. **Super Admin**: full account control including integrations and API access Two special-purpose roles sit outside this cascade: * **Viewer**: read-only access to the main platform * **Cleaner**: Cleaning App access only *** #### Permission matrix Use this table to see at a glance what each role can do. Permissions cascade: anything a lower role can do, every higher role can also do. | Capability | Operator | Super Operator | Supervisor | Admin | Super Admin | | -------------------------------------------------------------- | :------: | :------------: | :--------: | :---: | :---------: | | Inbox, reservations, guests, tasks, reviews | ✓ | ✓ | ✓ | ✓ | ✓ | | Manage listings, guidebooks, smart locks, thermostats, upsells | ✓ | ✓ | ✓ | ✓ | ✓ | | Use existing automations, journeys, workflows | ✓ | ✓ | ✓ | ✓ | ✓ | | Send broadcast messages | | ✓ | ✓ | ✓ | ✓ | | Edit branding | | | ✓ | ✓ | ✓ | | Edit guest journeys | | | ✓ | ✓ | ✓ | | Edit automations | | | ✓ | ✓ | ✓ | | Manage listing subscriptions | | | ✓ | ✓ | ✓ | | View raw guest ID document data | | | ✓ | ✓ | ✓ | | Invite users and assign roles | | | | ✓ | ✓ | | Edit other users and access the Users management section | | | | ✓ | ✓ | | Configure custom email domains | | | | ✓ | ✓ | | Edit top-level organization settings | | | | ✓ | ✓ | | Manage integrations (PMS, others) | | | | | ✓ | | Create and revoke API access tokens | | | | | ✓ | | Connect and manage Stripe accounts | | | | | ✓ | | Assign the Super Admin role | | | | | ✓ | *** #### Roles in detail **Operator** **Best for:** Daily operations staff, guest communication teams, frontline agents. Operators handle the day-to-day work inside Guestway: talking to guests, processing reservations, managing tasks, and operating listings. **They can:** * Communicate with guests through the unified inbox, scheduled messages, and saved replies * Manage reservations, guests, issues, and reviews * Create and manage tasks (including cleaning tasks) * Use existing automations, workflows, and guest journeys * Manage listings, guidebooks, smart locks, thermostats, scenes, and upsells * Work with existing integrations and synced data * Use both the main platform and the Cleaning App **They cannot:** * Send broadcast messages * Edit branding, journeys, listing subscriptions, or automations * View raw guest ID document data * Invite users or change organization settings * Manage integrations, API tokens, or Stripe {% hint style="info" %} *This is the standard role for most team members.* {% endhint %} **Super Operator** **Best for:** Senior operators, shift leads, team members running guest communication campaigns. Super Operators do everything an Operator can, plus they can communicate at scale. **Additional powers over Operator:** * Send broadcast messages to multiple guests or reservations at once **They still cannot:** * Edit branding, journeys, listing subscriptions, or automations * View raw guest ID document data * Invite users or change organization settings * Manage integrations, API tokens, or Stripe {% hint style="info" %} *Use this role for team members who run outbound guest communication and campaigns.* {% endhint %} **Supervisor** **Best for:** Senior operations leads, multi-property managers, heads of operations. Supervisors run the operational side of Guestway end-to-end. They can shape how guests experience your brand and how the platform behaves day-to-day, but they cannot reshape your team or change top-level account settings. **Additional powers over Super Operator:** * Edit branding (logos, colors, customer-facing identity) * Edit guest journeys * Edit automations * Manage listing subscriptions * View raw guest ID document data (passport scans and similar) **They still cannot:** * Invite users or assign roles * Edit other users or access the Users management section * Configure custom email domains * Edit top-level organization settings (guest forwarding email, chat widget API key, etc.) * Manage integrations, API tokens, or Stripe > ⚠️ **Data sensitivity note:** Supervisors can view raw guest ID document data. Make sure people in this role are appropriate from a data protection standpoint, especially under GDPR. {% hint style="info" %} *Ideal for ops leads who run the day-to-day across many properties without needing to manage the team.* {% endhint %} **Admin** **Best for:** Operations managers, team leads, anyone responsible for both operations and people. Admins combine full operational control with team and organization management. **Additional powers over Supervisor:** * Invite users and assign roles (Operator, Super Operator, Supervisor, Admin) * Edit other users and access the Users management section * Configure custom email domains * Edit top-level organization settings (guest forwarding email, chat widget API key, etc.) **They still cannot:** * Manage integrations (PMS, others) * Create or revoke API access tokens * Connect or manage Stripe accounts * Assign the Super Admin role {% hint style="info" %} *Give this role to people who manage both the platform and the team.* {% endhint %} **Super Admin** **Best for:** Owners, founders, executives, technical leads. Super Admins have full control over the Guestway account. There is nothing inside the platform a Super Admin cannot access. **Additional powers over Admin:** * Manage all integrations (PMS, others, etc.) * Create and revoke API access tokens * Connect and manage Stripe accounts * Assign the Super Admin role to other users {% hint style="info" %} *This role should be limited to one or two trusted people.* {% endhint %} **Viewer** **Best for:** Audits, training, external stakeholders, owners who only need oversight. Viewers have read-only access to the main platform. **They can:** * View conversations, reservations, tasks, reviews, and reports * See how the platform is used without affecting anything **They cannot:** * Send messages * Edit or create anything * Assign tasks or users {% hint style="info" %} *Perfect for oversight, onboarding, or temporary access.* {% endhint %} **Cleaner** **Best for:** On-site cleaning staff. Cleaners do not use the main Guestway platform. Their access is limited to the Cleaning App on mobile. **They can (via the Cleaning App only):** * View assigned cleaning tasks * Update task status * Upload photos * Report issues **They cannot:** * See guest messages * Access reservations beyond what's needed for cleaning * Use the main web platform {% hint style="info" %} *This role is intentionally limited and mobile-first.* {% endhint %} *** #### Invite a team member 1. Click **Invite**. 2. Enter the person's email address. 3. Choose the role that best fits their responsibilities (see **Roles in detail** above). The invitee will receive an invitation email. Until they accept, they appear in the list as **Pending Invite**. You need at least the **Admin** role to invite users. *** #### Remove a user To revoke someone's access, click the remove icon on the right side of their row in the user list. You need at least the **Admin** role to remove users. *** #### What role do I need to... A quick reference for the most common questions: | Task | Minimum role | | ------------------------------------ | -------------- | | Reply to guests, manage reservations | Operator | | Send broadcast messages | Super Operator | | Edit branding or guest journeys | Supervisor | | View raw guest ID document data | Supervisor | | Manage listing subscriptions | Supervisor | | Edit automations | Supervisor | | Invite users or assign roles | Admin | | Configure custom email domains | Admin | | Edit top-level organization settings | Admin | | Manage integrations (PMS, others) | Super Admin | | Create or revoke API tokens | Super Admin | | Assign the Super Admin role | Super Admin | *** #### Tips **Academy Tip** > **Rule of thumb:** > > * *Doing the work?* → **Operator** > * *Running a shift or sending campaigns?* → **Super Operator** > * *Leading operations across properties?* → **Supervisor** > * *Managing people and setup?* → **Admin** > * *Owning the account?* → **Super Admin** These roles help you give each team member exactly the access they need, while keeping sensitive settings, integrations, and API access in trusted hands. --- # Agent Instructions This documentation is published with GitBook. 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