2021
The Use of Business Process Management in Hotel Direct Sales Improvement
CHALUPA, Štěpán; Martin PETŘÍČEK a Zdeněk ULRYCHZákladní údaje
Originální název
The Use of Business Process Management in Hotel Direct Sales Improvement
Název anglicky
The Use of Business Process Management in Hotel Direct Sales Improvement
Autoři
CHALUPA, Štěpán; Martin PETŘÍČEK a Zdeněk ULRYCH
Vydání
TEM Journal, UIKTEN, 2021, 2217-8309
Další údaje
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.
UT WoS
000625328500027
Klíčová slova anglicky
BPM in hospitality; business process reengineering; hotel direct sales; process modelling
Příznaky
Mezinárodní význam, Recenzováno
Návaznosti
TL01000191, projekt VaV.
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.
Anglicky
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.