CHALUPA, Štěpán a Martin PETŘÍČEK. The Application of Business Process Management in the Hospitality Industry: A Case Study. IBIMA Business Review. 2020, roč. 2020, č. 2020, 11 s. ISSN 1947-3788. Dostupné z: https://dx.doi.org/10.5171/2020.301930.
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Základní údaje
Originální název The Application of Business Process Management in the Hospitality Industry: A Case Study
Autoři CHALUPA, Štěpán a Martin PETŘÍČEK.
Vydání IBIMA Business Review, 2020, 1947-3788.
Další údaje
Originální jazyk angličtina
Typ výsledku Článek v odborném periodiku
Utajení není předmětem státního či obchodního tajemství
Organizační jednotka University College Prague – Vysoká škola mezinárodních vztahů a Vysoká škola hotelová a ekonomická s.r.o.
Doi http://dx.doi.org/10.5171/2020.301930
Klíčová slova česky Business process modelling, front-office process model, check-in optimisation
Klíčová slova anglicky Business process modelling, front-office process model, check-in optimisation
Příznaky Mezinárodní význam, Recenzováno
Návaznosti TL01000191, projekt VaV.
Změnil Změnil: Ing. Štěpán Chalupa, Ph.D., učo 10522. Změněno: 15. 12. 2020 07:58.
Anotace
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).
VytisknoutZobrazeno: 17. 9. 2024 23:29