--- title: Managing Reservation Changes Across Multiple Hotel Properties description: See how a UK hotel group used Cevitr’s digital workmate, Jo, and AI to automate reservation creation, amendments and cancellations. image: https://www.cevitr.com/hubfs/Untitled%20design.png --- [linkedin-in icon](https://www.linkedin.com/company/cevitr/) [facebook-f icon](https://www.facebook.com/CevitrLimited) [twitter icon](https://twitter.com/CevitrLtd) [![Cevitr Logo](https://www.cevitr.com/hs-fs/hubfs/Cevitr%20Logo.png?width=246&height=44&name=Cevitr%20Logo.png "Cevitr Logo")](https://www.cevitr.com/) - What We Do - [Robotic Process Automation](https://www.cevitr.com/robotic-process-automation-rpa) - [Intelligent Process Automation](https://www.cevitr.com/intelligent-process-automation) - [Digital Workers](https://www.cevitr.com/digital-workers) - [Managed Automation Services](https://www.cevitr.com/managed-automated-services) - Departments We Help - [Finance](https://www.cevitr.com/finance) - [Marketing](https://www.cevitr.com/marketing) - [HR](https://www.cevitr.com/hr) - [IT](https://www.cevitr.com/it) - [Operations](https://www.cevitr.com/operations) - [Customer Services](https://www.cevitr.com/customer-service) - Industries We Help - [Legal](https://www.cevitr.com/legal) - [Construction](https://www.cevitr.com/construction) - [Manufacturing](https://www.cevitr.com/manufacturing) - [Hospitality](https://www.cevitr.com/hospitality) - [Retail](https://www.cevitr.com/ecommerce) - [Healthcare](https://www.cevitr.com/healthcare) - [Charity](https://www.cevitr.com/charity) - [Timeframes](https://www.cevitr.com/time-frames) - [Pricing](https://www.cevitr.com/pricing) - Why Choose Us - [Case Studies](https://www.cevitr.com/blog/tag/case-studies) - [Testimonials](https://www.cevitr.com/testimonials) - [Blog](https://www.cevitr.com/blog) - [Free Guides](https://www.cevitr.com/resources) - [Careers](https://www.cevitr.com/careers) - [US Careers](https://www.cevitr.com/careers/us-business-development-manager) - [About Us](https://www.cevitr.com/about-us) - [Book a call](https://www.cevitr.com/book-a-call) # Blog ![A hotel reception desk serving two guests](https://www.cevitr.com/hubfs/Untitled%20design.png) ## Managing Reservation Changes Across Multiple Hotel Properties 10 November 2026 | **Automated booking creation, amendments and cancellation process** | **200 booking-related emails received each day** | **Successfully developed during booking system migration** | | --- | --- | --- |   A UK-based hotel group operating multiple properties in London was managing a high volume of reservation administration across booking creation, amendments and cancellations. Requests arrived from travel agents and guests in different formats, requiring manual review and interpretation before reservation records could be updated. The group partnered with Cevitr to introduce a more consistent workflow using Cevitr’s digital workmate, Jo and AI. The solution interprets incoming requests, validates booking information and completes the relevant activity within the hotel group’s reservation system, while maintaining visibility of items requiring review. **Managing a High Volume of Reservation Requests** The reservation team was responsible for processing approximately 200 emails each day relating to new bookings, amendments and cancellations. Travel agents submitted booking information using different templates, layouts and terminology, while room types, amenities and reservation requirements varied between properties. Reservation teams spent considerable time reviewing each email and identifying the information required before any booking activity could take place. The administrative effort increased further as volumes grew, creating a process that depended heavily on manual review and interpretation. This reduced the time available for reservation teams to respond to guest enquiries and support other customer-facing activities, particularly during busy periods. **Interpreting and Processing Booking Changes** Booking amendments presented a different challenge. Travel agents and guests described the required changes in different ways, making it difficult to process requests consistently using predefined rules. AI was used to interpret amendment requests, identify the changes being requested and provide the information needed to support the amendment workflow. Emails received across the relevant booking folders are passed to Jo for processing. Jo identifies whether each request relates to a new booking, amendment or cancellation, automatically locates the booking reference and extracts the information needed for the appropriate workflow. Reservation details are validated before processing, helping identify missing or inconsistent information before changes are made. Once the relevant checks have been completed, Jo updates StayNTouch directly and records the outcome. This provides a more consistent way to manage reservation requests despite variations in the information and communication styles received by the team. **Adapting During a Reservation System Migration** The hotel group transitioned from HotelKey to StayNTouch while the solution was being developed. Booking screens, processes and system interactions changed, requiring the workflows to be redesigned for the new environment. Cevitr worked alongside the client’s operational team to understand the revised booking process and adapt the solution as the migration progressed. The workflows were updated to reflect the new system while keeping the original objective in focus: reducing the administrative effort involved in managing booking creation, amendments and cancellations. The successful adjustment during development highlights the value of a managed approach when operational systems and requirements change during delivery. **Creating a More Consistent Reservation Workflow** The completed solution established a more structured approach to processing reservation requests across multiple properties. Jo validates incoming information, identifies the corresponding reservation and updates StayNTouch directly. Requests that cannot continue through the workflow are identified and directed for review, ensuring the reservation team retains oversight of incomplete, unclear or exceptional cases. Outputs are logged throughout the process, giving the team visibility of completed requests, outstanding items and activity requiring attention. The solution provides a practical way to manage booking information received from multiple sources while protecting the consistency of the reservation process and creating more capacity for guest-facing work. This project demonstrates how AI and automation can help hospitality organisations manage high volumes of reservation activity while maintaining visibility and control across booking creation, amendments and cancellations. If your reservation teams are spending valuable time interpreting and processing booking requests manually, Cevitr can help create a more scalable and consistent reservation workflow through managed automation.   [![START YOUR AUTOMATION JOURNEY](https://hubspot-no-cache-eu1-prod.s3.amazonaws.com/cta/default/24881000/interactive-278868995258.png)](https://www.cevitr.com/hs/cta/wi/redirect?encryptedPayload=AVxigLIeUCz%2B5WIoondT9jNhby9zW2%2ByJqJG3Tqb%2BkI5CXskXxp7NQ8fuT0IQnO%2FCSavzqGufKtKoejXqIhkv5AqMW5XfDCiiNijYYjry%2BRhfJDdYHFe86yu3jrQcjbQIQPtm0i2F7QZEyLACYTRQ45tCHe7GYAJBVHr1fZgJkf4UJ6xS8Fymx14tglUTfJ3VzMl9f7Alfky8xm3&webInteractiveContentId=278868995258&portalId=24881000) [linkedin-in icon](https://www.linkedin.com/company/cevitr/) [facebook icon](https://www.facebook.com/CevitrLimited) [twitter icon](https://twitter.com/CevitrLtd) ### Posts By Topics - [RPA (56)](https://www.cevitr.com/blog/tag/rpa) - [Case Studies (35)](https://www.cevitr.com/blog/tag/case-studies) - [Workplace Automation (16)](https://www.cevitr.com/blog/tag/workplace-automation) - [RPA Benefits (15)](https://www.cevitr.com/blog/tag/rpa-benefits) - [Digital Workforce (9)](https://www.cevitr.com/blog/tag/digital-workforce) - [AI (7)](https://www.cevitr.com/blog/tag/ai) - [Digital Workmate (7)](https://www.cevitr.com/blog/tag/digital-workmate) - [Automation (5)](https://www.cevitr.com/blog/tag/automation) - [RPA In Finance (3)](https://www.cevitr.com/blog/tag/rpa-in-finance) - [AI Agents (2)](https://www.cevitr.com/blog/tag/ai-agents) - [Customer Service (2)](https://www.cevitr.com/blog/tag/customer-service) - [Hospitality (2)](https://www.cevitr.com/blog/tag/hospitality) - [RPA, Digital Workmate, Digital Worker in Finance, (2)](https://www.cevitr.com/blog/tag/rpa-digital-workmate-digital-worker-in-finance) - [Bots (1)](https://www.cevitr.com/blog/tag/bots) - [GDPR (1)](https://www.cevitr.com/blog/tag/gdpr) - [Generative AI (1)](https://www.cevitr.com/blog/tag/generative-ai) - [RPA Process Outsourcing (1)](https://www.cevitr.com/blog/tag/rpa-process-outsourcing) - [RPA Security (1)](https://www.cevitr.com/blog/tag/rpa-security) see all ### Articles [Managing Reservation Changes Across Multiple Hotel Properties](https://www.cevitr.com/blog/managing-reservation-changes-across-multiple-hotel-properties) [Timesheet Automation – Case Study](https://www.cevitr.com/blog/timesheet-automation-case-study) [The New Collaboration Model: Humans and Digital Workers](https://www.cevitr.com/blog/the-new-collaboration-model-humans-and-digital-workers) [How RPA Improves Accuracy, Compliance and Speed](https://www.cevitr.com/blog/how-rpa-improves-accuracy-compliance-and-speed) ### Subscribe to our blog [![Cevitr Logo](https://www.cevitr.com/hs-fs/hubfs/Cevitr%20Logo.png?width=246&height=44&name=Cevitr%20Logo.png "Cevitr Logo")](https://www.cevitr.com) - [+44 161 2433223](tel:+44%20161%202433223) - [**Registered in London, UK**    **Office Locations in:** Dallas, Texas, USA  Cheadle, Manchester, UK Farnborough. 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