Group & Agency Product, Contract Architecture & Operational Delivery

01OBSERVE

Large international agency group bookings were being delivered under contracts that had accumulated different terms, entitlements and conditions over time. Some agreements were old or insufficiently explicit, while group business itself affected capacity, seating, timing, service sequencing, product availability and frontline preparation.

02UNDERSTAND

The core risk sat between what had been commercially agreed and what the operation actually knew. Contract terms could vary by agency, period, product, availability, timing, seating, inclusion and limitation, while key details still depended on manual transfer into the reservation environment. The project therefore had to convert each agreement into an operational structure that made the commercial commitment visible to the people responsible for delivering it.

03IMPROVE

Agency contracts and group arrangements were reviewed against the live operation. Mandatory information standards and backend booking rules were created for timing, seating, products, availability, group conditions and customer requirements, reducing dependence on free-text interpretation.

04ADVANCE

Live group business tested the redesigned model. Manual entries could be checked against the underlying agreement, while seasonal products, availability changes and exceptional group conditions were fed back into the process. Once the model and responsibilities were established, the function was transferred into Reservations with a more traceable route from agency agreement to live delivery.