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Unified Guest Communication & Request Operations — Overhauling guest messaging channels (Email, WhatsApp, Booking.com), ticket creation, 3-pane guest chat, and staff audit logs.
Streamlining guest communications and ticket assignments during peak front-desk hours.
Front-desk agents at Yosemite Westgate managed guest inquiries across scattered channels (Email, WhatsApp, Booking.com, Airbnb, Facebook), causing response delays and un-tracked towel/cleaning requests.
Design an all-in-one front-desk portal featuring an operational metrics dashboard, 3-pane guest chat workspace, department ticket routing table, and real-time staff activity audit log.
Detailed walkthrough of the 5 primary interface screens matching the actual system.
Display live performance metrics (1,234 Total Messages, 1,200 Replied, 2 Secs Avg Response Time, 129 Active Users) and channel distribution charts.
Edit support ticket details (Michael Thompson, michael.t@guestmail.com) with a Pending status dropdown and character-counted description text area (222/500).
Unified messaging workspace featuring left guest thread list, center conversation window (Jerome White via Booking.com), and right guest drawer.
Manage 65 Total Tickets categorized across Maintenance (09), Housekeeping (18), and Service Requests (29).
Real-time Activity timeline tracking staff actions (Marley EM Housekeeper "New Note Added 11:28 AM", John Papi Manager "Note Edited 11:08 AM").
Performance improvements achieved at Yosemite Westgate post-launch.
Elevated guest satisfaction ratings through instant inquiry & issue resolution.
Time saved per staff shift handoff via automated audit log & activity drawer.
Unified messaging workspace enabled staff to reply to guest chats instantly.
Successfully processed out of 1,234 total incoming guest messages.
Seamlessly routed across Maintenance (9), Housekeeping (18), and Service (29).
Senior Product Designer