Concierge Access & Workflow

A concierge looks after guest services and pre-arrival planning — trip portfolios, service requests, providers — across every property, without touching payments or property configuration. This page covers how to grant that access, what a concierge sees when they log in, and the day-to-day tools built for the role.

The Concierge Role

Concierge is a role you grant to a login, separate from Property Manager, Owner, and Staff. A concierge has company-wide read and write access to Bookings, Guests, the Calendar, Reviews, and Templates — the guest-facing operational surfaces — but never the money path (payments, invoicing settings) or property configuration.

Where it sits among the roles:

• Property Manager — full access, including property setup and the money path. A superset of what a concierge can reach.
• Concierge — company-wide visibility of guest and booking data, plus the concierge tools, but no property or payment settings.
• Staff member — the cleaners / maintenance / on-site role that works from the separate, minimal /staff portal and never sees the company-wide guest and booking lists.

Granting concierge access

Two ways, and they stay in sync:

1. From Users & Roles. Open the user, and in the role section tick Concierge (helper text: "Guest services & pre-arrival"), alongside the Property Manager, Owner, and Staff checkboxes. Save.
2. From a staff position. If the person has a staff record, giving them the Concierge or Head Concierge position grants concierge access automatically, and removing or deactivating that position revokes it.

See Users and Permissions for the roles screen and Role-Based Permissions for how roles map to access.

The Concierge Workspace

A user whose only role is concierge now works inside a single, consistent concierge workspace — the same concierge sidebar and top bar on every page, including the shared Bookings, Guests, and Calendar screens. (Previously a concierge bounced between a concierge layout and a stripped-down admin layout, which felt like two separate apps.) Admins and property managers see no change to their own navigation.

The concierge sidebar groups everything under a Dashboard heading:

• Dashboard — the concierge home, with pending guest requests to action.
• Portfolios — each booking's trip portfolio (its itinerary of services).
• Services — the service requests across bookings.
• Bookings, Guests, Calendar — the shared operational screens.
• Providers — the service providers directory.
• Catalog — the service catalog.
• Reviews, Templates — shared screens for guest reviews and message templates.
• Messages — the concierge inbox.
• Commissions — labeled Coming soon for now.
• Profile and Account & Security — the concierge's own profile and login security (password, two-factor, passkeys, sessions).

Marking a Request Handled

Sometimes a concierge arranges a service offline — a phone call to the chef, a booking made in person — and just needs to close the request in the system. That's Mark handled.

Mark handled differs from Confirm: it does not email the guest and does not create a commission for the provider. It simply closes the request as arranged, while the guest still sees it as confirmed on their side, and the record (and its history) is kept. Its tooltip says exactly that: "Already handled offline. Closes it without emailing the guest."

You'll find it in two places, while a request is still open (requested or awaiting a provider):

• On the Trip Portfolio itinerary, next to Confirm and Cancel.
• On the Concierge Dashboard, as a checkmark button on each pending-request row (alongside Dismiss Request).

Once a request is cancelled or already completed, Mark handled no longer applies.

Confirm vs. Mark handled vs. Dismiss. Confirm arranges the service through Argonautas — it notifies the guest and records the provider commission. Mark handled closes something you arranged yourself offline, quietly. Dismiss clears a request you're not actioning at all.

Getting an Email for New Requests

By default, a new guest service request appears on the Concierge Dashboard and nowhere else — no email is sent. A concierge who wants a nudge can opt in:

Go to Account Settings → Notifications and turn on Email me about new guest requests ("When a guest submits a service request through the guest portal"). This toggle appears only for concierge users. It adds an email each time a guest submits a request; it never removes the request from the dashboard, which is always the source of truth.

Filtering the Inbox to Current Guests

In the Messages inbox, the Booking filter offers All bookings (the default) and Confirmed only. Confirmed only now means a current guest — both upcoming (confirmed) reservations and in-house (checked-in) guests. It's the right filter when you want to focus on the people you're actively serving and hide inquiries and past stays. Switch back to All bookings to see everything, including guests who have already checked out.

Key Concepts

• Concierge role — company-wide read/write on guest and booking data; no money path, no property config.
• Unified workspace — one concierge sidebar and top bar across every page for concierge-only users.
• Confirm — arrange a service through Argonautas: notifies the guest and records a commission.
• Mark handled — close a request arranged offline: no guest email, no commission, record kept.
• Dismiss — clear a request you're not actioning.
• Confirmed only — an inbox filter for current guests (confirmed + checked-in).

Common Questions

A team member only handles guest services — which role do they need? Just Concierge. It gives them Bookings, Guests, Calendar, Reviews, Templates, and the concierge tools, without exposing payments or property setup.

I gave someone the Concierge staff position but not the checkbox — do they have access? Yes. An active Concierge (or Head Concierge) position grants concierge access on its own, and removing it revokes access.

I used Mark handled — why didn't the guest get an email? That's the point of Mark handled: it closes a request you arranged offline without emailing the guest or creating a commission. Use Confirm instead when you want Argonautas to notify the guest and record the commission.

A concierge says they're not getting request emails. Those emails are opt-in. Have them turn on Email me about new guest requests in Account Settings → Notifications. Requests still appear on the dashboard regardless.

"Confirmed only" used to hide a guest who had checked in — is that fixed? Yes. "Confirmed only" now includes checked-in (in-house) guests as well as upcoming confirmed ones, so the guests you're serving on-property stay visible.

Related

• Concierge Module Overview — The concierge module as a whole.
• Trip Services — Service requests and the itinerary where Mark handled lives.
• Users and Permissions — Granting the concierge role.
• Messaging Guide — The inbox and its filters.