The Use of Business Process Management in Hotel Direct Sales Improvement
The Use of Business Process Management in Hotel Direct Sales Improvement
Author(s): Stepan Chalupa, Martin Petříček, Zdenek UlrychSubject(s): Tourism
Published by: UIKTEN - Association for Information Communication Technology Education and Science
Keywords: BPM in hospitality; business process reengineering; hotel direct sales; process modelling
Summary/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.
Journal: TEM Journal
- Issue Year: 10/2021
- Issue No: 1
- Page Range: 215-220
- Page Count: 6
- Language: English