Detailed Information on Publication Record
2021
The Use of Business Process Management in Hotel Direct Sales Improvement
CHALUPA, Štěpán, Martin PETŘÍČEK and Zdeněk ULRYCHBasic 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
Článek v odborném periodiku
Confidentiality degree
není předmětem státního či obchodního tajemství
Organization unit
University College Prague – University of International Relations and Institute of Hospitality Management and Economics, Ltd.
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.
Změněno: 29/3/2021 16:51, doc. Ing. Martin Petříček, Ph.D.
V originále
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.
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.