Create an operational system map for a vacation rental business (Airbnb and short-term rentals). The objective is to visualize how customers, information, decisions, resources and value flow through the organization. Model the current-state operation (as-is process), not an optimized future state. Represent the business as an interconnected operational system rather than a simple booking flowchart. --- BUSINESS CONTEXT The company manages multiple vacation rental properties listed on platforms such as: * Airbnb * Booking.com * Vrbo * Direct website reservations The operation relies on communication, coordination, property management and guest experience. --- ACTORS Include: * Guest * Property Manager * Reservation Coordinator * Cleaning Team * Maintenance Team * Property Owner --- CUSTOMER JOURNEY Model the following stages: 1. Property discovery * Airbnb * Booking.com * Website * Referrals 2. Inquiry and communication * Questions from guests * Availability requests * Pricing requests 3. Reservation process * Reservation received * Calendar verification * Booking confirmation * Payment verification 4. Pre-arrival coordination * Check-in instructions * Guest communication * Property preparation * Cleaning coordination 5. Stay management * Guest support * Incident management * Maintenance requests 6. Check-out process * Guest departure * Property inspection * Cleaning scheduling 7. Post-stay process * Reviews * Follow-up communication * Repeat bookings --- DECISION POINTS Include decisions such as: * Property available? * Guest confirms reservation? * Payment completed? * Cleaning completed? * Maintenance required? * Guest issue reported? * Review received? --- INFORMATION FLOWS Visualize how information moves between: * Guests * Reservation systems * Property managers * Cleaning teams * Maintenance teams * Property owners Show dependencies and communication paths. --- OPERATIONAL RESOURCES Include: * Properties * Reservation calendars * Messaging channels * Cleaning schedules * Maintenance resources * Staff availability --- OPERATIONAL FRICTION POINTS Identify potential friction areas such as: * Delayed responses to inquiries * Double bookings * Calendar synchronization issues * Missed guest messages * Check-in coordination problems * Cleaning delays * Maintenance delays * Inconsistent guest communication * Manual follow-up * Owner visibility limitations --- VALUE FLOW Show how value is created through: * Occupancy * Guest satisfaction * Reviews * Repeat bookings * Operational efficiency --- DIAGRAM STYLE Use a clean operational system model. Prioritize: * Relationships * Dependencies * Information flow * Decision flow * Resource flow * Operational bottlenecks Avoid creating a simple linear process diagram. Represent the vacation rental business as a dynamic operational ecosystem. The final diagram should help identify operational friction and opportunities for automation, visibility and process improvement.
