CHALUPA, Štěpán and Martin PETŘÍČEK. The Application of Business Process Management in the Hospitality Industry: A Case Study. IBIMA Business Review. 2020, vol. 2020, No 2020, 11 pp. ISSN 1947-3788. Available from: https://dx.doi.org/10.5171/2020.301930.
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Basic information
Original name The Application of Business Process Management in the Hospitality Industry: A Case Study
Authors CHALUPA, Štěpán and Martin PETŘÍČEK.
Edition IBIMA Business Review, 2020, 1947-3788.
Other information
Original language English
Type of outcome Article in a journal
Confidentiality degree is not subject to a state or trade secret
Organization unit University College Prague – University of International Relations and Institute of Hospitality Management and Economics, Ltd.
Doi http://dx.doi.org/10.5171/2020.301930
Keywords (in Czech) Business process modelling, front-office process model, check-in optimisation
Keywords in English Business process modelling, front-office process model, check-in optimisation
Tags International impact, Reviewed
Links TL01000191, research and development project.
Changed by Changed by: Ing. Štěpán Chalupa, Ph.D., učo 10522. Changed: 15/12/2020 07:58.
Abstract
The study focuses on the application of Business Process Management and modelling within the hospitality industry. The lack of recent research shows the need for a deeper understanding of this topic and its application in the hospitality industry. This paper focuses on the use of BPM in a four-star hotel located in city-centre of Prague. An overview model was created to distinguish the core, managerial and supporting processes. Within the core processes, accommodation services were selected for a more in-depth description. The check-in sub-process was modelled on the level of EPC (Event-Drive Process Chain) where thanks to observation; the processing times were measured to provide a platform for further optimisation. Critical shortcomings were identified within the activities that do not involve interaction with the client. Thanks to the application of the available technologies; an increase in the processing times was reached, as well as the increase in the incremental revenue generation. Due to the higher involvement of clients and time saving within other activities, front-desk employees were able to increase the overall satisfaction level of hotels’ guests which stimulated the hotel online reputation (increase in online hotel perception).
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