IAB203: Business Process Modelling Report on Hotel Booking

This report provides a comprehensive analysis of a hotel booking business process, focusing on the system used by Booking.com. It begins by outlining the context of the process, including the actors, customer, and business objects involved, and the value delivered to the customer. The report then describes the process textually, detailing the steps from room availability checks to payment collection and confirmation emails. Key modules, such as room bookings, payment processing, room management, and reservation emails, are explained. The textual description highlights the three phases of the reservation process, the user interactions, and the complexities involved in managing room rates and occupancy. The report also includes a discussion on the importance of inter-coder reliability and the need to understand online booking behavior. Finally, the report provides a detailed overview of the guest details needed for the checkout process and the confirmation process. This document is a valuable resource for understanding business process modeling in the context of the hotel booking industry.

Running head: BUSINESS PROCESS MODELLING
Business Process Modelling
Name of the Student
Name of the University
Author’s Note

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BUSINESS PROCESS MODELLING
Booking a hotel room on Booking.com is selected as the business process
Explanation of the context of processes
Currently booking.com uses a big chain of hotels, apartments and homes and with the
development of the system the status of booking can be viewed for the rooms and reservations
can be controlled. A hotel booking system is developed with the combination of multiple
working environment in a single business process model. The modules are needed to be
combined and the functionality may differ but the basic structure of the system remains the same.
The development of the business process model would help in demonstrating the workflow and
business processes for identification of potential improvements. The following are the processes
identified for the business process and described below:
Room Bookings – A checking is made for the availability of the room and the free rooms
across different channels are displayed to the user. A monitoring is made on double bookings and
group reservations are allowed. The booking is scheduled and information about the current and
reservations are displayed.
Collection of payments – The type and category of payment is identified and it is
processed using the payment module.
Room Management and allocation – This module controls over booking and duplicate
booking of a room. In the website it acts as the part of channel management
Reservation Emails – A confirmation is sent to the guest after the completion of booking
process and it is a part of the front desk operation module.

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BUSINESS PROCESS MODELLING
Activities booking – It is used for allowing the guests booking their room to book
activities along with accommodation.
Textual description of the chosen process
The reservation process is divided into three phases and the user needs to complete the
gathering information prior to make any reservation. This case may not be valid for all condition
since the user can already select the hotel by making offline query or using another website and
they have the wish to stay prior of making reservation (Lee, 2018). The user can be of different
types such as travel agency who can visit the page for gathering information about the hotel
before making reservation using travel agency channel.
The process of booking starts when the user searches and evaluates a room for making
reservation. The stay requirement are inputted by the user and it contains the details of the
location such as city and the data to move in the hotel. The result of the search is evaluated and
compared for finding the best available room and take decision based on the search result
(Kasemsap, 2020). Multiple hotels are displayed having different room options and combination
of rates the user need to take decision based on the search result and their requirement. The
reservation making stage is also essential for the selection of the hotel, room and the rate based
on the requirement.
Room management is used by the front desk module for getting the room status and all
the information about current and upcoming bookings. The room is allocated using the front desk
module and facilities changes. This module also includes payment processing, management of
keys and issuing guest receipt. An inter-coder of reliability is needed to be performed for testing
the objectivity, reliability and reproducibility (Fornari et al., 2017). The behavior of online

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booking is needed to be understood and the multi room and occupancy combinations are also
needed to be evaluated for meeting different online reservation scenarios. There are some
complexity faced while designing the process model for charging different rates for a single
customer but for a double bed room and for double people booking a double bed room.
The selection of the room is a step by step process that comes after selecting the hotel and
finding its rate to meet the user budget expectation. Additional room can be selected by the user
and the rates can also be searched if there is an additional need of the user the option is also
needed to be provided in the process model. Finally, in the checkout process the details of the
guests are needed to be inputted for example: name, address, contact details, email and proof of
identity for verification and validation of the user details (Awadid & Nurcan, 2019). The
payment details are also needed to be selected for confirming the payment option and completion
of the booking process. After the completion of the payment a confirmation mail or message is
sent to the user with the details of the hotel and the room and the payment received from the
user.

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