CHALUPA, Štěpán, Martin PETŘÍČEK and Zdeněk ULRYCH. The Use of Business Process Management in Hotel Direct Sales Improvement. TEM Journal. UIKTEN, 2021, vol. 10, No 1, p. 215-220. ISSN 2217-8309. Available from: https://dx.doi.org/10.18421/TEM101-27.
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Basic information
Original name The Use of Business Process Management in Hotel Direct Sales Improvement
Name (in English) The Use of Business Process Management in Hotel Direct Sales Improvement
Authors CHALUPA, Štěpán, Martin PETŘÍČEK and Zdeněk ULRYCH.
Edition TEM Journal, UIKTEN, 2021, 2217-8309.
Other information
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/10.18421/TEM101-27
UT WoS 000625328500027
Keywords in English BPM in hospitality; business process reengineering; hotel direct sales; process modelling
Tags International impact, Reviewed
Links TL01000191, research and development project.
Changed by Changed by: doc. Ing. Martin Petříček, Ph.D., učo 14750. Changed: 29/3/2021 16:51.
Abstract
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.
Abstract (in English)
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.
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