FIVE Admin & Concierge

Boosting efficiency in event and payment management
for FIVE’s teams.

ROLEUser Experience Designer
CATEGORYHospitality & Event Management
DURATION1 Month
CLIENTFIVE Hotels & Resorts
TEAM
LIVE

About the Client

FIVE Hotels & Resorts is a luxury lifestyle hospitality brand with flagship properties in Dubai including FIVE Jumeirah Village and FIVE Palm Jumeirah, alongside locations in Zurich and Ibiza. Beyond accommodation, the brand is built around an “All You Can Play” philosophy that combines luxury hospitality with standout dining, day-to-night beach and pool parties, and live performances by world-renowned artists.

Resort photo
Sakshi at Stealth Design

My Story

I joined Stealth Design as a User Experience Design Intern, and within my first few weeks was given the opportunity to work on one of the studio’s biggest and longest-standing clients, FIVE Hotels & Resorts. The project scope covered two connected products: the FIVE Admin Dashboard and the FIVE Concierge App — and I was entrusted to lead the design process end to end, working closely under the guidance of Anish Tripathi, Founder of Stealth Design, and Milind Bagchi, Design Lead. Beyond the design phase, I also sat with the development team to understand how the designs would be brought to life, including detailed discussions around API integrations.

What Happens Behind the Scenes

FIVE Hotels & Resorts, one of Dubai’s leading luxury hospitality brands, sells VIP tables and event tickets for its exclusive events through a network of 120+ concierges. As operations grew, fragmented tools like WhatsApp, Excel, and manual payment verification created delays, miscommunication, and payment discrepancies, impacting both admin efficiency and concierge sales.

Jump to Solution

The Journey Behind Every Reservation

Before designing a solution, I mapped the existing operational workflow to understand how VIP bookings were managed across multiple teams. This exercise revealed numerous manual handoffs, disconnected tools, and repetitive tasks that slowed down operations and impacted both administrators and concierges.

How are FIVE Hotels & Resorts managing their event booking?
WhatsApp group screenshot
WhatsApp group used for concierge communication, booking requests, and deposit link coordination.
Excel sheet screenshot
Excel sheet used for manually logging booking details, payment status, and commission records.
The Operational Flow
1 Guest Requests VIP Table 2 Concierge Handles Request 3 Admin Operations 4 Payment Verification 5 Booking Management Guest contacts Concierge Event Details discussed Booking Request confirmed Concierge shares request via WhatsApp Waits for Admin Response Kabir generates Deposit link Shares Deposit link on WhatsApp Sends Payment Instructions Priyanka checks FourVenues Cross-checks with Finance Team Confirms Payment Updates Excel Confirms Booking Notifies Concierge

Meet the Stakeholders

Admin Team

Priyanka & Kabir

The operations team responsible for managing event bookings, verifying payments, and coordinating with concierges to ensure a seamless booking process.

Responsibilities
  • Publish and manage events
  • Generate deposit payment links
  • Verify payments with FourVenues & Finance
  • Manage bookings and reservations
  • Track concierge commissions
Goals
  • Reduce manual administrative work
  • Improve booking accuracy
  • Ensure timely payment confirmations
  • Streamline day-to-day operations

Concierge Team

120+ Concierge Network

The frontline sales team responsible for promoting events, selling VIP tables, and managing guest relationships.

Responsibilities
  • Promote events to guests
  • Sell VIP tables and experiences
  • Share booking and deposit links
  • Follow up on payment status
  • Build long-term guest relationships
Goals
  • Sell more VIP experiences
  • Receive faster booking confirmations
  • Track commissions accurately
  • Deliver a premium guest experience

Challenges faced by Priyanka (Admin).

💳Manual verification of payments
📊Data entry in Excel
📞Manual communication follow-ups
📉Revenue loss due to unpaid reservations

Challenges faced by Concierges.

💬Fragmented communication
📝Delayed confirmations
🔍Commission uncertainty
How
Might We

…improve accuracy, speed, and transparency in FIVE’s event booking workflow for both admins and concierges?

Proposed System Architecture

To eliminate manual handoffs and fragmented workflows, we reimagined the booking ecosystem as a connected system. The architecture below illustrates the end-to-end flow of how an event booking is created, shared, paid, verified, and updated across the platform in real time.

Introducing
FIVE Admin

Built to streamline event management, payments, and bookings, empowering admins to publish and track experiences for top-tier concierges.

Admin hero 1
Admin hero 2

Admin Login

Tackling: Secure admin authentication.
  • Secure login for authorized administrators.
  • Provides quick access to bookings, events, payments, and analytics.
  • Creates a single entry point for managing all hospitality operations.

Filter Transactions Table

Tackling: Manual transaction tracking and inefficient financial reconciliation.
  • Filter transactions by VIP Bookings, Dine-In, and Payouts.
  • Search, sort, and review payment records in one centralized table.
  • View payment status, transaction history, and payout details instantly.
  • Reduces dependency on Excel for financial tracking and reporting.

Event Creation & Publishing

Tackling: Manual event coordination and lack of targeted event distribution.
  • Admin creates or edits event details (pricing, tables, timings, media).
  • Selects which concierges can access the event (all, tier-based, or selected individuals).
  • Publishes instantly → event appears in selected concierges’ app.
  • Admin can update or unpublish events anytime, with real-time sync.

Booking & Payment Verification

Tackling: Time-consuming cross-checking & payment confusion.
  • Admin receives booking requests (Reserved, Pending, Unpaid, Completed).
  • Payment auto-syncs from FourVenues → status updates instantly on dashboard.
  • If payment is not completed within 24 hours, the reservation auto-expires.
  • Automatically updates reservation status after successful verification.

Add New Concierge

Tackling: Concierge management.
  • Add new concierge profiles with contact and business details.
  • Assign concierge tiers, permissions, and event visibility.
  • Manage concierge accounts from a centralized admin interface.
FIVE Concierge

Designed to help concierges seamlessly sell, manage, and access exclusive events and experiences on the go.

Concierge hero
Concierge image 2
Concierge image 3

Personalized Home

Tackling: Limited visibility of events & earnings.
  • Highlights latest published events and concierge performance.
  • Latest Events cards prominently showcase potential earnings and remaining inventory to encourage concierges.
  • Active Events cards display earnings so far, remaining inventory, and additional earning potential, with a “Sell More” CTA to nudge them.
  • Instant access to payouts, active commissions & notifications.

Event Discovery & Selling

Tackling: Manual event sharing & inefficient sales.
  • Browse personalized events based on concierge tier and preferences.
  • View event details including pricing, venue, seating, and media.
  • Instantly generate and share secure deposit links with guests.
  • Simplify the sales journey from discovery to booking.

Active Bookings & Sales Tracking

Tackling: Lack of booking visibility and payment transparency.
  • Monitor active bookings and payment status in real time.
  • Track reservation progress from deposit to confirmation.
  • View guest details and booking history in one place.

Tier Progress & Rewards

Tackling: Limited motivation and unclear performance tracking.
  • Track tier progression based on completed sales and performance.
  • Unlock exclusive benefits and event access at higher tiers.
  • View commission earnings and progress towards the next level.
DESIGN DECISIONS

Where the trade-offs actually were

01

Why a hard 24-hour expiry?

Inventory needed to release itself. A fixed window turned an admin follow-up task into a system rule and made expiry predictable for concierges too.

02

Why tiered publishing instead of open access?

Not every concierge should see every VIP event. Tiering protected exclusivity while giving top performers a visible reason to climb.

03

Why payment status lives in both apps?

Commission disputes came from two sides seeing two different truths. Syncing status in real time removed the disagreement, not just the paperwork.

04

Why show potential earnings first?

Instead of leading with event information, each event card highlights potential earnings before anything else. This reframes every event as a sales opportunity, motivating concierges to prioritize high-value events and increasing engagement through financial incentives.

05

Why event inventory visibility?

Showing remaining inventory creates urgency, helping concierges prioritize high-demand events and maximize sales opportunities.

Impact

4↑1Tools consolidated into one platform
40%↑Projected increase in operational efficiency
24hAutomated reservation expiry
0Manual Excel logs required

Key Takeaways from My Journey

This project was one of the most valuable experiences of my internship at Stealth Design Studio. Working closely with the founder, Anish Tripathi, taught me to think beyond UI and design products around business and operational needs. It was my first time designing two interconnected products as one ecosystem, where the real challenge wasn’t the interface, but creating a single source of truth that both platforms could trust. I also enjoyed collaborating with developers on API integrations and system architecture, which gave me a deeper appreciation of how product design and engineering come together to build scalable solutions.

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