The Use of Business Process Management in Hotel Direct Sales Improvement

@article{26745,
   author = {Chalupa, Štěpán and Petříček, Martin and Ulrych, Zdeněk},
   article_number = {1},
   doi = {http://dx.doi.org/10.18421/TEM101-27},
   keywords = {BPM in hospitality; business process reengineering; hotel direct sales; process modelling},
   issn = {2217-8309},
   journal = {TEM Journal},
   title = {The Use of Business Process Management in Hotel Direct Sales Improvement},
   volume = {10},
   year = {2021}
}

TY  - JOUR
ID  - 26745
AU  - Chalupa, Štěpán - Petříček, Martin - Ulrych, Zdeněk
PY  - 2021
TI  - The Use of Business Process Management in Hotel Direct Sales Improvement
JF  - TEM Journal
VL  - 10
IS  - 1
SP  - 215-220
EP  - 215-220
PB  - UIKTEN
SN  - 22178309
KW  - BPM in hospitality
KW  - business process reengineering
KW  - hotel direct sales
KW  - process modelling
N2  - This article deals with Business Process Modelling and Reengineering use in the hospitality industry, focusing on the improvement of direct telephone sales by application of the CRM system. After modelling the current state of the selected process using ARIS methodology, the same process was remodelled for the application of the CRM system. This application shortened the whole process (mainly the number of activities needed to prosecute) and allowed the front-office employee to be more clients oriented. The automation of labour-intensive processes can reduce the number of human-caused errors and improve the convertibility and reservation request and their overall value.
ER  - 

CHALUPA, Štěpán, Martin PETŘÍČEK a Zdeněk ULRYCH. The Use of Business Process Management in Hotel Direct Sales Improvement. \textit{TEM Journal}. UIKTEN, 2021, roč.~10, č.~1, s.~215-220. ISSN~2217-8309. Dostupné z: https://dx.doi.org/10.18421/TEM101-27.