Hotel operationsGiving the next shift the context to act.
A room issue should not depend on finding the one person who remembers what happened. At Crystal Inn Hotel & Suites, I work across frontline and management workflows to make the next action easier to understand.
At a glance
- The problem
- Room assignments and incident details were scattered across people, shifts and property systems.
- My contribution
- Translated frontline workflows into shared room allocation, issue reporting and incident context.
- The outcome
- Tools used by 10–14 rotating staff across three properties; selected issues resolved almost immediately in operational observation.
Workflow study · explanatory diagram
Explanatory workflow · original internal screens are not included
The problem & my role
Information was fragmented across shifts, conversations and different property-management systems. Staff needed shared room assignments and issue context without reconstructing the previous shift’s messages.
What I owned
I research day-to-day work across the front desk, housekeeping, management, maintenance and vendors. I translate those observations into task flows, Figma interfaces and backend requirements, working with a contract developer on implementation.
- People
- 10–14 rotating staff
- Setting
- Three hotel properties
- Collaboration
- Contract developer
Key design decisions
Connect the date, photos and deposit-charge reason to the room incident so context can travel with the work.
Outcome & reflection
The housekeeping web app is used by 10–14 rotating staff across three properties. In my operational observation, selected issues that previously took about 15 minutes—or depended on the relevant colleague being available—could be resolved almost immediately with shared context.
The time comparison is an operational estimate for selected cases, not a measured average. The diagram here explains the workflow; it is not a screenshot of the internal product.
What I would test next
Measure a small set of repeatable issue-resolution tasks and document where staff still need help.