Level 3 · Process · P08 · Reservations & Revenue
Booking modification dates room type occupancy
ReviewedHotel National ZermattPayment ProviderGuest
KPIs
| KPI | Target | Cadence |
|---|---|---|
| Cancellation fee leakage | <= 2% of cancellations | monthly |
| No-show charge success rate | >= 90% first attempt | monthly |
Systems
- Payment provider (pre-auth & capture) — Card handling, charge retries, refunds
- PMS — Core property management (rooms, guests, folios)
- RMS — Pricing and forecasting
People & roles
- Reservations Manager — Booking lifecycle
- Revenue Manager — Pricing
Process model
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Linked decision table
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Modeling notes
P08 Booking Modification (Dates, Room Type, Occupancy) - Modeling Notes
Date: 2026-05-18
Process intent
Model the realistic post-booking change workflow where guests request changes to dates, room category, or occupancy and the hotel must apply policy checks, availability checks, repricing, and possible guarantee delta handling.
Participants
- Hotel National Zermatt
- Reservations
- Revenue Management
- Operations / Front Office
- Payment Provider
- Guest
Distinct process behavior
- DMN policy gate before inventory work (
Task_P08_EvaluateModificationPolicy). - Availability branch:
- if unavailable, prepare alternatives then offer.
- if available, reprice and offer.
- Guest decision branch (accept vs keep original booking).
- Additional guarantee branch after acceptance:
- no additional guarantee -> update/confirm directly.
- additional guarantee -> delta pre-auth request/result path.
- If delta pre-auth fails, process routes to decline outcome.
DMN artifact
/home/kieran/Documents/Hotel-Zermatt/assets/decisions/decision_hotel_national_p08_modification_policy_gate.dmn- Inputs:
ratePlanhoursToArrivalmodificationTyperequestedOccupancy
- Outputs:
allowedpenaltyPctreason
Non-blocking lint warning
A single right-to-left edge (Flow_P08_Approved_No) is deliberate to route failed delta guarantee back to decline handling.
Related processes in Booking changes & cancellations (4)