Impact
370+
Hotels using the redesigned room management platform
20,000+
Hotel rooms managed through a single unified view
83%
Of hotels use room management as their primary daily view
My Role
I worked with our product manager and engineering team to redesign Room Management, the primary daily-operations view within our B2B hotel PMS. My responsibilities covered user research, interaction design, and validation testing with live hotel clients.
Problem statement
Hotel staff use the PMS Room Management view as their primary tool for monitoring guest and room status throughout the day. The previous design displayed incomplete room and guest information, requiring staff to navigate to a separate page to retrieve details such as guest ID, stay length, or payment status. This added extra navigation steps to core front-desk tasks, including check-in, check-out, and housekeeping status checks.
Research Findings
We conducted qualitative interviews with hotel operators to identify core behaviors on the Room Management page and define requirements for the redesign.
Key Behaviors & Usage
- 83% of operators use the Room Management page as their primary daily dashboard for monitoring guests and room status.
- Operators use the room grid to represent the physical layout of their hotel, mapping each block to a real room location.
- The page supports three core front-desk workflows: assigning guests to rooms, processing check-ins and check-outs, and tracking housekeeping status (cleaned vs. uncleaned).
Operator Needs & Feature Requests
- Interface clarity: A redesigned layout with clearer visual hierarchy and reduced unused space.
- Deeper information access: Guest count, length of stay, and special requests visible without leaving the page.
- Grid customization: Drag-and-drop editing to align the digital room grid with the hotel’s physical floor plan.
- Search and filtering: Tools to locate specific rooms, guests, groups, or room statuses by keyword or filter.
Previous Design
The prior design left a significant portion of the screen as unused white space and did not surface guest details beyond room number and status. It had no search function for rooms, guests, or groups, and the room grid layout was fixed — operators could not rearrange it to match their hotel’s physical layout.
Goal
Redesign the Room Management page into a single view that surfaces the guest, room, and housekeeping data operators need for daily workflows, removing the navigation steps required by the previous design.
Solutions & Improvements
We tested the redesign with a subset of hotel clients during development and incorporated their feedback into the final design.
Improved Room & Guest Information
The room block now displays guest count, guest breakdown, group indicator, days until checkout, unpaid balance, and cleaning status.
A single click opens guest details — including ID, plan, and memos — and allows staff to check in a guest without leaving the page.
Search for Rooms, Guests, and groups
We added text-based search with search tags, plus a quick filter for guests checking out — a feature requested directly by clients during testing.
Hotels with 100+ rooms can also adjust room block size to view more rooms per screen without scrolling. Search results are highlighted, with non-matching rooms grayed out.
Customizable Layout
From the Room Management page, operators can access a settings page to customize their room layout via drag-and-drop. Custom blocks represent non-room objects (e.g., elevators, stairwells), dividers group sections of rooms, and operators can save multiple layout views.
Putting it All Together
Impact & Validation
The redesign eliminated the navigation step previously required to access core operational data. Guest and room details — cleaning status, room price, unpaid balance — previously took 3–6 clicks and 1–3 page loads to locate; now 0 clicks. Secondary guest details (ID, meal plan, memos, stay dates, guest count) previously required 1 page load; now 0.
Grid customization reached 100% adoption among hotels using the platform, reflecting a need shared across our full client base regardless of property type.
Group reservations (20+ guests) apply to 16 of our hotel clients large enough to accommodate them. Of these, 10 hotels (63%) regularly use the group indicator and search features.