J 2021

The Use of Business Process Management in Hotel Direct Sales Improvement

CHALUPA, Štěpán, Martin PETŘÍČEK a Zdeněk ULRYCH

Základní 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.

DOI

http://dx.doi.org/10.18421/TEM101-27

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.

Anotace

ORIG EN

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.
Zobrazeno: 8. 11. 2024 10:22