The Application of Business Process Management in the Hospitality Industry: A Case Study

Result code in IS VaVaI
<a href="https://www.isvavai.cz/riv?ss=detail&h=RIV%2F25619161%3A_____%2F20%3AN0000039" target="_blank" >RIV/25619161:_____/20:N0000039 - isvavai.cz</a>
Result on the web
<a href="https://ibimapublishing.com/articles/IBIMABR/2020/301930/" target="_blank" >https://ibimapublishing.com/articles/IBIMABR/2020/301930/</a>
DOI - Digital Object Identifier
<a href="http://dx.doi.org/10.5171/2020.301930" target="_blank" >10.5171/2020.301930</a>

Result language
angličtina
Original language name
The Application of Business Process Management in the Hospitality Industry: A Case Study
Original language description
The study focuses on the application of Business Process Management and modelling within the hospitality industry. The lack of recent research shows the need for a deeper understanding of this topic and its application in the hospitality industry. This paper focuses on the use of BPM in a four-star hotel located in city-centre of Prague. An overview model was created to distinguish the core, managerial and supporting processes. Within the core processes, accommodation services were selected for a more in-depth description. The check-in sub-process was modelled on the level of EPC (Event-Drive Process Chain) where thanks to observation; the processing times were measured to provide a platform for further optimisation. Critical shortcomings were identified within the activities that do not involve interaction with the client. Thanks to the application of the available technologies; an increase in the processing times was reached, as well as the increase in the incremental revenue generation. Due to the higher involvement of clients and time saving within other activities, front-desk employees were able to increase the overall satisfaction level of hotels’ guests which stimulated the hotel online reputation (increase in online hotel perception).
Czech name
—
Czech description
—

Type
J<sub>SC</sub> - Article in a specialist periodical, which is included in the SCOPUS database
CEP classification
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OECD FORD branch
50204 - Business and management

Project
<a href="/en/project/TL01000191" target="_blank" >TL01000191: Innovation of Tourism Management Systems Using the Process Management Tools</a><br>
Continuities
P - Projekt vyzkumu a vyvoje financovany z verejnych zdroju (s odkazem do CEP)

Publication year
2020
Confidentiality
S - Úplné a pravdivé údaje o projektu nepodléhají ochraně podle zvláštních právních předpisů

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