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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@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 and Zdeněk ULRYCH. The Use of Business Process Management in Hotel Direct Sales Improvement. \textit{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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