Central Reservation Office

Revenue managers at Hotelogix were navigating three disconnected tools every day — bookings in one system, pricing insights in another, group configuration in a third. I led the design of a unified Central Reservation Office that consolidates these workflows into a single platform, introducing AI-assisted room permutations that help managers make faster, better-informed decisions across 200+ hotel accounts.

Project Snapshot

Built from scratch at Hotelogix.

A snapshot of the scope, team, and responsibilities behind building the Central Reservation Office from the ground up.

Built for enterprise hotel operations.

Supporting enterprise reservation workflows across hundreds of hotel groups with faster, AI-assisted booking experiences.

Managing enterprise reservations shouldn't feel fragmented.

Corporate travel managers relied on disconnected workflows to handle group bookings, inventory checks, and room allocation. The fragmented process slowed reservations, increased manual effort, and limited operational efficiency.

01

Fragmented Booking Workflow

Reservation agents switched between multiple screens to manage availability, pricing, and guest details, making group bookings slow and difficult to coordinate.

02

No Itinerary Booking Support

The system couldn't create or manage multi-property or multi-date itineraries, forcing teams to split a single guest journey into multiple reservations.

03

Limited Inventory Visibility

Room availability across properties wasn't presented in a unified view, requiring manual comparisons before confirming reservations.

04

Manual Room Allocation

Assigning rooms for large groups relied heavily on manual effort, increasing booking time and the risk of allocation errors.

05

Inefficient Group Reservations

Corporate bookings involving multiple room types, guest preferences, and booking changes required repetitive actions across disconnected workflows.

06

Poor Operational Scalability

As booking volumes increased, existing workflows became harder to manage, reducing productivity during peak reservation periods.

Mapping the Enterprise Reservation Journey

Before redesigning the experience, I mapped the complete reservation lifecycle to understand how reservation teams moved from inventory planning to booking confirmation. This helped identify workflow dependencies, operational bottlenecks, and opportunities to streamline the booking experience.

Reimagining enterprise reservations from the ground up.

Rather than improving isolated screens, the redesign focused on creating a connected reservation experience. Every solution was driven by operational research, simplifying complex workflows, reducing manual effort, and helping reservation teams complete high-volume bookings with greater speed and confidence.

Building better interfaces with design systems.

A scalable design language — color, typography, spacing, and components — built to keep booking, pricing, and permutation screens consistent across the platform.