Completed project · Operational CRM
Pool activities at the Ramada Plaza hotel SPA · Bucharest
Custom CRM for enrolments, memberships, bookings, attendance and payments. Participants, packages, coaches and sessions are connected in one operational workflow.
Distinct portals for management, staff and clients, with location-based permissions. An independent web application with actual bookings and retained history.
What we built
A membership provides a number of sessions within a defined period and under specific conditions. A booking reserves a time slot for a participant and a coach. Attendance records what actually happened. The CRM connects these layers so that a schedule change is not mistaken for a completed session or a received payment.
Public and internal forms collect requests through the same workflow. Children and adults are handled distinctly, with the guardian recorded separately from the learner. Members of the same family can have their own profiles without uncontrolled account duplication.
Packages retain their validity period, sessions and selected schedule. Recurring sessions become actual bookings, and attendance updates the balance through the same central mechanism. Rescheduling and corrections retain the connection between the original and active time slot.
Coach schedules, groups, availability and operational exceptions are assessed together. Access is linked to the user's responsibility and location. The same coach can coordinate one pool while having coach-only access at another.
The application distinguishes requested amounts from confirmed receipts and retains the connection to the request or membership. Coupons have conditions and usage limits. Reports track bookings and actual activity, while notifications complete the operational workflow.
Functional architecture
The public website and CRM have different responsibilities. The operational application runs separately, while enrolment, authenticated portals and the administration dashboard use the same rules and CRM database.
The interface for submitting a request and following one's own membership.
Shared rules, entity relationships and the current state of data.
Working tools are available according to role and location.
Coordinates operations and staff. The Owner's sensitive permissions remain distinct from operational administration: integration settings, account control and actions with wider impact.
Works with enrolments, memberships, schedules and attendance at authorised locations. This role can also be granted to a coach, but only for the pool where they hold that responsibility.
Views their own activity and can submit requests concerning schedules, availability, leave or rescheduling. Their portal does not automatically provide administrative control over the entire client database.
Accesses information and requests associated with their own account. Family participants have distinct profiles so that one child's membership and history cannot be confused with another's.
Views permitted operational data for assigned locations without permission to modify it. Read-only access is separate from a manager's responsibilities.
Enrolment workflow
The client selects the location, package and available schedule. The request enters review; it does not automatically become a payment receipt or a completed session. Approval connects the participant, membership, bookings and payment status.
Conversion links the request to the membership, schedule and related payment. Future sessions can be followed in the calendar and operational records.
A changed slot or assignment requires availability to be reassessed. Permitted operational exceptions require a warning and explicit confirmation.
A rejected or closed request is not treated as an active membership. The decision remains traceable without artificially generating attendance or receipts.
Technical decisions
The project's complexity lies in shared rules: what each role can change, when a session is deducted, how the schedule is checked and how concurrent requests are handled. The features described concern aquatic activities; the application is not presented as a room-booking or SPA-treatment management system.
The application runs on PHP with MariaDB/MySQL and HTML/CSS/JavaScript interfaces. The CRM has its own infrastructure, configuration and database, separate from the public website. Operational logic is not moved into presentation pages or WordPress plugins.
Hiding a button is not considered sufficient access control. Actions verify the user, role and location context. Viewing, operating and sensitive administration are separated; a role change can revoke previous sessions and access.
Bookings account for the coach, time slot, package and activity type. Individual and group sessions are managed with recurring schedules or selected times. Confirmable exceptions are distinguished from invalid data and conflicts that must be blocked.
For sensitive changes, the server rereads the current state and uses transactions, locks and form revisions. A window left open must not overwrite a later change or deduct or restore the same session twice.
A payment remains linked to the same underlying transaction when a request becomes a membership. Two-participant packages can have distinct memberships and one shared payment. Ambiguous situations are flagged for review rather than automatically recorded as receipts. CRM records do not replace official accounting.
The log tracks who changed bookings, memberships and access. Notifications are retained in an outbox with controlled delivery and reminders. Reports are based on actual activity and bookings, distinguish planned sessions from attendance and retain relevant history.
WebHat experience
The project demonstrates WebHat's process-modelling experience, not just screen design. We connected entities that change together — participant, membership, coach, booking and payment — while preserving staff responsibilities and operation history. The same discipline can be applied to a CRM for services, education or activities with bookings and limited resources, after analysing their own rules.
