USER MANUAL for
Administrators
CONCIERGE CONSOLE™
Your Key to Successful Concierge Management
TABLE OF CONTENTS
Setting Up Your Application........................................................... 4
Getting Started ........................................................................... 4
Creating Staff Logons................................................................... 5
Access Rights for Concierge Console™ ......................................... 5
Adding Staff ............................................................................. 6
Availability/Schedule .............................................................. 8
Assigned Location .................................................................. 8
Edit/Delete Staff Members ......................................................... 8
Setting Up Your Framework .......................................................... 9
Request Type ........................................................................... 9
What is Request Type? ........................................................... 9
Add Request Types................................................................. 9
Delete Request Types ............................................................. 9
Vendor Type .......................................................................... 10
What is Vendor Type?........................................................... 10
Add Vendor Types ................................................................ 11
Delete Vendor Types ............................................................ 11
Time Sheet Setup ................................................................... 11
Locations ............................................................................... 12
Customer Module....................................................................... 14
Add Customer ........................................................................ 15
Edit a Customer...................................................................... 16
Delete a Customer .................................................................. 16
View a Customer .................................................................... 16
Request Module......................................................................... 16
Add Request........................................................................... 17
Add a Request - Reservations................................................... 17
Edit Request........................................................................... 19
Canceling a Request................................................................ 19
Request Notification ................................................................ 20
Viewing Your Unscheduled Requests.......................................... 21
Rejecting a Request ................................................................ 21
Report Module........................................................................... 21
Resources Module...................................................................... 23
Administration Module................................................................ 24
Forms: Adding & Editing .......................................................... 25
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Other Resources: Adding & Editing............................................ 27
Schedule Calendar .................................................................. 27
Time Sheets ........................................................................... 28
Vendors: Adding & Editing ....................................................... 31
Vendors: Adding & Editing ....................................................... 31
Staff Console ............................................................................ 32
Customer Console...................................................................... 32
Customer Requests ................................................................. 33
My Requests .......................................................................... 33
View Profile ............................................................................ 35
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Administrator’s Manual for Concierge Console™
Setting Up Your Application
You will receive a logo/icon and html code in an email. This will be placed on your
website to provide access to your staff and customers. You will not access the application
through the main website. http://www.conciergeconsoleonline.com is for informational
purposes only.
Getting Started
When you purchase Concierge Console™ you will receive an administrative logon to the
system. Go to your customized application via the logo placed on your website and logon
to the system:
You may be prompted to accept the certificate. Our security certificates are issued by
plesk. Accept the certificate and click OK.
You may then receive a domain mismatch error. There is not a problem. Again, the SSL
certificate is held by the server not the domain and is issued under plesk. Click OK.
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Concierge Console™ is made up of a group of modules. This manual will provide
instructions on how each module operates and how it is interrelated to the other
modules.
• Customers
• Locations
• Requests
• Reports
• Resources
• Administration
If you are a company of one, you can skip the section on setting up staff and go directly
to the Setting up Your Framework section.
Creating Staff Logons
Before creating any logons, review the access rights table and determine which type of
logon you want to create for each staff member. Remember that there is a limitation on
the number of accounts that you have based on the package that you purchased. You
can upgrade to a bigger package at any time:
Access Rights for Concierge Console™
Access Staff Admin
Customer Module: View
Customer Module: Add
Customer Module: Edit
Customer Module: Delete
Customer Module: Print/Export List
Location Module: View
Location Module: Add
Location Module: Edit
Location Module: Delete
Request Module: View
Request Module: Add
Request Module: Edit
Request Module: Cancel
Report Module: Generate
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Report Module: View
Report Module: Print
Report Module: Export
Resource Module: View (Forms, Vendors &
Resources)
Resource Module: Add (Forms, Vendors &
Resources) in Admin Module
Resource Module: Edit (Forms, Vendors &
Resources) in Admin Module
Resource Module: Download (Forms)
Resource Module: Delete (Forms, Vendors &
Resources) in Admin Module
Administrative Module: All Components
Adding Staff
Go to the Administration module in your application.
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Click Staff in the Administration Module.
The list of current staff members will be displayed as the default view. To add a new
staff member, click Add Staff Member. The required fields are indicated with an
asterisk (*).
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Availability/Schedule
The information entered in this section will be used for the time sheet module if you
choose to use it. If you choose yes for Set Schedule, the time sheet will be automatically
populated with this schedule. If you choose no for Set Schedule, the times entered in the
time sheet will be generated based on the request time in/out entered for individual
requests. The times entered if you choose Set Schedule No will be used for informational
purposes only so you know when staff is available.
Assigned Location
If the staff member is assigned to a specific corporate or residential/condo account, you
will select that location for the staff member once you have set up your locations. If the
staff member works ad hoc for various individual customers, select Individual Customer
from the drop down list.
Edit/Delete Staff Members
You can edit information for a staff member at any time. Simply click the Edit button
next to the staff member that you need to edit.
To delete a staff member, check the box next to the person’s name. You can delete
multiple entries by checking multiple boxes at one time. After selecting the entries to
delete, click the Delete Selected icon at the bottom of the display screen.
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Setting Up Your Framework
Before you can add customers and requests, there are several modules that must be set
up. You can add to or edit these entries at any time.
Request Type
From the Administration Module, select Request Types.
What is Request Type?
In order to track and process requests as well as allow customers to place requests, you
must first set up the types of requests that your business accepts. For functionality,
“reservations” is hard coded into the system and should not be removed.
Add Request Types
Type the request type into the Add New field and click Add. The type will be
automatically added to the database list. We recommend that you keep your request
types broad and general.
Delete Request Types
Click the type that you want to delete in the menu and then click the delete button.
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Vendor Type
From the Administration Module, select Vendor Types.
What is Vendor Type?
In the Resource Module you will be able to store, edit and view information on vendors
and other resources that you use to run your business. In order to classify these entries,
you must first set up the types of vendors that you use in this section of the
Administration Module.
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Add Vendor Types
Type the request type into the Add New field and click Add. The type will be
automatically added to the database list. We recommend that you keep your vendor
types general.
Delete Vendor Types
Click the type that you want to delete in the menu and then click the delete button.
Time Sheet Setup
If you intend to use the time sheet component of this application, you must set up your
time sheet preferences prior to entering any requests. The settings will be used to
generate time sheets going forward.
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Time sheet settings may be modified if your scheduling needs change.
Locations
In order to easily track client requests for multiple locations, you need to assign those
locations. This information will be used when creating customers, assigning requests,
and generating reports.
By default, Indivudal Customer has already been created in the system and cannot be
deleted. If your business only handles individual customers then you may skip this
section.
We recommend that you upload your company logo into the Individual Customer profile.
A logo with a transparent background is highly recommended for best visual appearance.
By uploading your logo, your customers will see your logo when they logon to the
system.
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If you wish to categorize your locations, then follow the prompts below.
Click the Location Module link on the main administrative desktop. The default view is
the list of existing locations that have already been entered. From this screen you can
edit individual locations or delete selected locations. To delete an entry, check the box
next to the location name. You can delete multiple entries by checking multiple boxes at
one time. After selecting the entries to delete, click the Delete Selected icon at the
bottom of the display screen.
You may view the selected location by clicking the entry. The default view may be
resorted by clicking the table headings.
All required fields are marked by an asterisk (*).
If you prefer to separate your customers and requests by geographic region, then use the
name of that region as the Company/Condo name. You may want to enter the key staff
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member’s contact info in the remaining fields if you are using this method. Please note,
that whatever information you enter as the Company/Condo will be displayed on the
main default view and the drop down menu for Customer Location.
If you upload a logo, this logo will be displayed on the customer’s logon page as part of
his/her personal information.
CONGRATULATIONS! You have now set up the framework to begin using Concierge
Console™.
Customer Module
Click the Customer Module from the main administrative desktop.
The default view is the list of existing customers that have already been entered. From
this screen you can edit individual customers or delete selected customers. To delete an
entry, check the box next to the location name. You can delete multiple entries by
checking multiple boxes at one time. After selecting the entries to delete, click the
Delete Selected icon at the bottom of the display screen.
The default view may be sorted by Customer Name or Customer Location. Click the
column heading to resort the table. You may view the customer data by clicking the
customer name.
If you create a username and password for your customers, they will be able to logon
independently and enter their own requests into the system. Note: An email address is
required for customers with a username and password.
For ease of locating customers, you may use the alpha search at the top of the page to
go straight to customers with last names beginning with the letter selected.
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Add Customer
Click Add Customer. Complete as much information as you have for a customer. The
required fields are marked with an asterisk (*). The selected primary telephone number
will be displayed on the default view of customers.
Upload Files:
The goal of having the upload file option is to eliminate the amount of loose paper that
you have to have for a client. You may upload up to four (4) files for each client.
Examples of files that you may want to upload would be a key release authorization,
credit card authorization, and additional data sheets/intake forms on the customer.
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Edit a Customer
To edit a customer, click the Edit button for that customer. All details of the customer’s
profile may be edited. Please note that the system only allows four files to be uploaded.
Uploading additional files will overwrite the existing files.
Delete a Customer
Deleting a customer permanently removes that customer from the database. The
information cannot be retrieved. To delete a customer, check the box next to the
customer name and click the Delete Selected button. You may delete multiple entries at
one time by checking multiple boxes.
View a Customer
To view a customer’s information, click the name of the customer. This is particularly
useful if you need to print a customer record.
Request Module
With this module you can enter requests for your customers which allows for ease of
tracking. In addition, your customers will have the ability to enter their own requests.
Regardless of who enters the information, all requests will be contained in this module.
Request Status will be set to Unassigned, Not Scheduled, Schedule, Closed, and
Canceled.
The default view shows open requests including those that are unassigned. Requests
may be resorted by clicking any of the table column headings. The default view is by
request date.
Requests may also be viewed by Unscheduled Requests and Closed/Canceled Requests.
For ease of viewing requests once you are using the application, an alpha search bar has
been created. By clicking on the letter for the last name of the customer, you may view
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all open requests for customers with a last naming beginning with the letter that you
selected.
Add Request
To add a request, click the Add Request button. Complete all required information and
save the request.
Add a Request - Reservations
If you select “reservations” as the request type, you will be presented with a list of
additional information that can be submitted for different types of reservations. If the
customer is completing this information, he/she has the option to check the box to not
complete details but to rather have a staff member contact him/her.
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Edit Request
Once a request has been entered, you can edit that request whenever necessary until it
is closed.
Information to edit:
• Assigned To: The staff member who will complete the request. Assigned
the request changes the status from Unassigned to Not Scheduled.
• Scheduled date/time: The anticipated scheduled date/time of when the
request will be completed. This information will be used to generate the
schedule/calendar and changes the status of the request from Not
Scheduled to Scheduled.
• Completed Date: The actual date that the request was completed. This will
be used for staff member time sheets and reporting.
• Time In/Time Out: The exact time the task was completed. This will be
used for staff member time sheets.
• Staff Comments: Any notes applicable to the job that provide background
information or clarification.
Canceling a Request
If a customer cancels a request, you will select the Cancel button from the Request
Module. Once a request is canceled it cannot be edited. This status is permanent. If you
need to reopen a request for the same customer and task, you will need to create a new
request.
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Request Notification
When a request is assigned to a staff member, that staff member will receive an
email notification. The staff member should logon to the system and review the
request and schedule the details.
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Viewing Your Unscheduled Requests
For quick access to requests assigned to you personally, select the View Your
Unscheduled Requests option from the Request Module. The default view is sorted by
Customer Name. Requests may be easily resorted by clicking the column headings.
Rejecting a Request
If a staff member is unavailable for a request, he/she may Reject the request. Under
Action, click the Reject button. You will be prompted to enter a reason for rejection.
An email will be sent to the primary administrator for the system, the staff member who
rejected the request and the staff member who opened it. The request will return to
unassigned status until it is assigned to another staff member.
Report Module
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Reporting can be used to gather information to generate client invoices, track the
frequency of use of certain request types and for corporate and residential/condo
accounts that require reporting each week/month to establish a baseline of how the
service is being used.
Reports may be generated/sorted by:
• Customer
• Date
• Location
• Request Type
and may be established for a specific date range and specific location.
Reports may be viewed, printed or downloaded to a .csv file.
Reports By Customer may be further sorted to view just one customer.
Reports By Request Type may be further sorted to view just one type of request.
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Requests that are closed will have the hours in the status report. This is particularly
helpful when using the reporting tool to calculate invoices.
Resources Module
The purpose of this module is to provide easy access to resources that you and your staff
need every day to manage your business and provide services to your customers.
There are three parts to this module:
Forms
Other Resources
Vendors
Forms are uploaded in the administration module and from the Resources Module can be
viewed or downloaded for printing and use.
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The Vendors section is to provide information about vendors or services that you use that
have specific contacts or account information.
Other Resources are links to websites that provide services that you use on a regular
basis.
Resources can be sorted in different order by clicking the table column headings.
Administration Module
We have already covered several of the sections of this module:
• Staff Management
• Request Types
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• Vendor Types
In this section we will examine the remainder of the sections in the module.
Forms: Adding & Editing
The forms that are viewed in the Resources Module are managed in the Administration
Module. This is done so that corporate documents are not edited or deleted by staff
members. Document control is handled by the administrator(s).
Forms are displayed by Form Title. The table may be resorted by clicking the column
headings.
The default view of the Forms List is the list of forms previously uploaded. From this
screen you can edit individual forms or delete selected forms. To delete a form entry,
check the box next to the form name. You can delete multiple entries by checking
multiple boxes at one time. After selecting the entries to delete, click the Delete Selected
icon at the bottom of the display screen.
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Click Add New Form, to enter a new document. Make sure to give the form a title that is
easily recognizable by your staff. You can upload the following file types:
.doc, .xls, .csv, .pdf, .odt, .ods, .jpg
Forms may be edited by clicking the edit button for the form title. The upload date on
the table will help you track when you last uploaded the form for version control.
Existing forms may be deleted by checking the box next to the title. Multiple entries may
be deleted at one time.
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Other Resources: Adding & Editing
Other Resources is a list of product, vendor and service websites that you and your staff
use on a regular basis to provide service to your customers. This list is strictly a list of
websites for easy click-through access. For vendors with more detailed account
information, use the Vendor section of the module.
The other resources that are viewed in the Resources Module are managed in the
Administration Module. This is done so that corporate documents are not edited or
deleted by staff members. Document control is handled by the administrator(s).
Click Other Resources in the Administration Module.
Other Resources are displayed by Resource Title. The table may be resorted by clicking
the column headings.
To add a new resource, click the Add Resource button and complete the resource name
and url (web address) for the resource.
To edit a resource, click the Resource Title. Change the details and then save the record.
To delete a resource, check the box next to the resource name. You can delete multiple
entries by checking multiple boxes at one time. After selecting the entries to delete, click
the Delete Selected icon at the bottom of the display screen.
Schedule Calendar
The Schedule Calendar is in the Administration Module. When a request is scheduled in
the Request Module, it is automatically entered into the schedule calendar. The
administrator is able to see all scheduled requests in the module. The staff member will
only be able to view his/her own requests. Requests remain on the schedule even after
they are closed.
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The calendar will display the number of requests scheduled for a given day. To view the
details of the requests, click the # Requests on the calendar day. The month listing at
the side will also show the number of requests entered for each month.
The calendar cannot be modified. To change entries, the request must be modified.
Time Sheets
Based on the settings that you entered in the time sheet set up, your time sheets will be
automatically generated. Time sheet entries are dependent on the information you
entered in the staff profile. If you answered Yes to Set Schedule in the staff profile, then
the time sheet will automatically have these times entered. If you answered No to Set
Schedule in the staff profile, then the time sheet will be generated based on the time
in/time out for client requests when they are closed.
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Time sheets can also be modified by the admin. For example, a staff member may need
to take time off. The administrator can delete time entries for those with set schedules.
A flex-schedule staff member may work some extra hours on administrative or overhead
projects. The administrator can add entries for this staff member.
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The default view for time sheets is with the employees name and the hours for the
current week and pay period. Time sheets for previous pay periods may also be viewed.
Time sheets may be printed and exported to a .csv file.
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Vendors: Adding & Editing
The vendors that are viewed in the Resources Module are managed in the Administration
Module. This is done so that vendor information is not edited or deleted by staff
members. Vendor resources are managed by the administrator(s).
Vendors are sorted by Vendor/Company Name by default. You may resort the list by
clicking on any of the column headings.
Existing vendors may be deleted by checking the box next to the title. Multiple entries
may be deleted at one time.
To add a vendor, click the Add Vendor button. Remember that vendor types are
established in the Administration Module and can be changed at any time to
accommodate new vendor types. Enter as much information as possible. Remember
that staff will be able to view the details of a vendor profile.
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To view the information details for a vendor, click the vendor name. To edit a vendor,
click the Edit button.
Staff Console
The staff console looks identical to the Administrator Console with one exception. The
Administration Module is not accessible so it is not displayed. Instead, the Schedule
section of the module is displayed. the Access Table to review what your staff can and
cannot do in the system.
Customer Console
The use of this module is optional. If you choose not to have your customers log on and
enter their own requests then you do not need to review this section. If you do choose to
use the console, your customer will need to have the username and password that you
entered when creating the profile. You may also choose to have some customers use the
console and not others. This will not impact the outcome of your database results. You
will still enter the requests for the customers not using it.
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Customer Requests
When your customer logs on, he/she will immediately have the ability to create a
request. For more information on creating requests, refer to the previous section as the
process is identical. The customer must agree to the terms and conditions before
proceeding.
When a customer selects Reservations as the type of request, the customer has the
option to complete the details available or check the box to have someone contact
him/her for details.
My Requests
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From the Customer Console, the customer may go to My Requests. Within this module,
the customer may view all requests entered for him/her regardless of whether or not the
customer or the staff entered the request.
The customer may view, edit or cancel the requests.
If a request is canceled, it cannot be edited or re-opened. The customer will be
prompted to be sure the intent is to cancel the request.
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View Profile
The customer may also view his/her profile and make changes as needed.
All changes made by the customer will be updated in the admin/staff console as well.
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