AI System for Matching Tour Operator Bookings with Hotel Records

The problem

When operator lists, hotel bookings and booking documents are held in different sources, staff must match fields manually before preparing a match discrepancy list.

The group reservations specialist must compare every suggestion in the match discrepancy list with the source record; incomplete or conflicting evidence must not replace the final decision.

If a similar name or last-minute change is not set aside for separate review, a guest could be linked to the wrong record; the record must not proceed without a human decision.

What we set out to improve

• Time taken for the draft match discrepancy list, with its supporting evidence, to reach the group reservations specialist for review
• Outcomes of records sent for human review because of a similar name or last-minute change
• Number of suggestions corrected after identifying a risk that a guest could be linked to the wrong record

How the system works

1. 01 Retrieve the operator list, hotel booking and booking document from permitted sources
2. 02 Verify field and document versions
3. 03 Prepare the match discrepancy list with supporting evidence
4. 04 Check the exception: a similar name or last-minute change
5. 05 Have the group reservations specialist accept, correct or reject the suggestion
6. 06 Decision gate: matching bookings and rooms
7. 07 Record the decision and its source separately

Methods we used

• A source-identified data schema for the operator list, hotel booking and booking document
• A structure that separates deterministic rules from AI suggestions
• A screen showing the match discrepancy list alongside the supporting evidence
• A human review queue for similar names or last-minute changes
• A record identifier that prevents duplicate processing

Where people stay involved

Data and security

Only the necessary fields from the operator list, hotel booking and booking document should be processed. Role-based access should be applied, and unnecessary identity, health, financial and internal organisational data should not be sent to the model. Source access, the AI suggestion and the group reservations specialist's decision should be recorded separately.

Who this suits

Frequently asked questions