Role: Product Designer (UX/UI)
Sector: Hospitality
Sector: Hospitality
Responsibilities:
-User research
-Wireframing and prototyping.
-Collaboration with product managers, developers and stakeholders
-Design system maintenance and creation.
-User testing and iterative design.
PMS 7.9 Update: Modernization and Upsell
Project Overview
In this project, I spearheaded the PMS 7.9 update for Resortsuite's web booking software to meet modern market standards. This update targeted core functionalities in the booking categories of Spa, Room, Golf, Ski, and Gift Cards—crucial elements within the hospitality management system. My role centered on enhancing the Room Booking component, aiming to modernize the interface while preserving user familiarity. By maintaining continuity, we ensured users experienced a smooth transition with a refreshed, yet intuitive, system design.
Brief
A major component of this update was the introduction of an upsell feature within the room booking flow. Feedback from clients highlighted the need for a seamless way to add additional services—such as room upgrades, special packages, or custom services—without leaving the booking interface. This new capability allowed users to integrate upsells naturally within the reservation process, empowering hotel staff to offer enhanced guest experiences and increase revenue opportunities without disrupting workflow.
Key Trends
Some of the key trends that I looked into and reported, shaped my user flow.
Seamless, Mobile-First Design
With mobile devices being the primary tool for travel bookings, room reservation interfaces are increasingly adopting mobile-first designs. Simplified, responsive layouts, touch-friendly buttons, and collapsible menus make it easier for users to browse and book on smaller screens.
Personalized Recommendations and Upselling
Personalized upselling and cross-selling are becoming more common, with options to add upgrades, packages, and amenities during the booking process. AI-driven suggestions are tailored to individual preferences based on past stays, search history, and loyalty program status, boosting customer satisfaction and revenue.
Integrated Calendar and Real-Time Availability
Real-time availability displays and interactive calendar tools streamline date selection and provide users with instant feedback on availability, pricing, and peak/off-peak dates. This transparency builds trust and reduces friction in the booking process.
Design Execution
I developed a mock-up showcasing a clean, user-friendly interface I aligned with the booking trends as well as incorporating the upsell functionality. Embedding the upsell directly into the flow allowed users to intuitively add services, leading to increased efficiency and customer satisfaction. The design carefully balanced new and existing elements, ensuring ease of navigation for long-term users.
To explore the PMS 7.0 Booking, click the button below to view prototype.
7.9 Date Selection (open)
7.9 Room Selection (open)
7.9 Upsell
Finlandis Spa & Resort
Finlandis was the first client to incorporate the upsell feature within Resortsuite’s ecosystem. They focused on their SPA and Room and illustrated how these features could effectively integrate into real-world hospitality settings, providing a flexible yet powerful tool for hotel reservations.
Finlandis Upsell Screen Hotel 1
Finlandis Upsell Screen Hotel 2 Alternate
Finlandis Upsell Screen Body Care
Finlandis Upsell Thermal
Finlandis Cart
Finlandis Hotel
Finlamdis Mobile Upsell
Reflection
With technology reshaping the hospitality industry, the modern room booking experience has transformed significantly, centering on mobile accessibility, personalization, and user control.
Coming into the present, the mobile-first approach now dominates, consumer preferences for booking on the go. This shift has made responsive, touch-friendly designs essential for reducing friction in the user journey.
Personalized recommendations and integrated upselling further reflects a shift toward maximizing revenue while meeting individual user needs. The use of AI to suggest relevant add-ons like upgrades or unique services has enhanced the booking process, offering a tailored experience that resonates with today’s travelers. Another trend, real-time availability displays, empowers users with transparency, allowing them to make informed choices quickly—a critical factor in minimizing booking abandonment.
In summary, these trends emphasize the future of user-centered design that balances simplicity, personalization, and transparency. By meeting users’ growing expectations for control and convenience, booking platforms can encourage loyalty and increase overall user satisfaction.
PMS 7.9
PMS 7.9
