The Use of Business Process Management in Hotel Direct Sales Improvement

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.

Sustainable innovation in agriculture: Building competitiveness and business sustainability

“…Not only the development of the world's population but also constant changes in the climate, ecosystems and the business environment, as well as their harmful effects on society (Chalupa et al 2021;Lee and Trimi 2021) emphasise the need to address responsible and sustainable innovation across a broad context (Saha et al 2017;Cillo et al 2019;Horbach et al 2022), using a knowledge approach (Hadj 2020). This applies to all sectors, including agriculture, forestry and food.…”

Identifying characterizations of BPM methodology in hotel industry: evidence from listed hotel companies in Egypt

“…In hospitality industry, organizations must do more than simply fix the immediate problems and continuously look for new ways to prevent potential errors and minimize problems that may result from deviations from expected performance either to exceed their customer's expectations or to make new product and/or service more competitive (Choi et al, 2020;Mariappan et al, 2012;Halevi, 2003). According to Chalupa et al (2021), Xuhua et al (2018), Krsti c et al (2015 and Yesipova and Burak (2013) a process-oriented management is an essential step towards effective design, implementation and management of services and crucial to the delivery of value to customers and enhancing performance through performing operating processes and activities with higher level of efficiency.…”

“…The authors Mayer et al (2003), Kim and Kim (2001) and Ehlers et al (2006) demonstrate the role of considering business activities and customer services as processes to achieve effective organization designs that depict interrelated activities as actual steps, tasks and mechanisms that are necessary for service delivery to occur and implemented to meet customer requirements. According to Chalupa et al (2021), Petricek (2020), € Ozdemir et al (2019), Yesipova and Burak (2013) and March and Fugazi (2002), BPM which of a major determinant focus on BPs can be implemented by hotel industry as a new way to achieve a high level of service quality and maintain a competitive advantage by reducing errors in hotel operating processes, eliminating nonvalue adding activities and improving customer satisfaction. The use of a process approach to management is an important direction of effective functioning of hotel business for a better, deeper and more comprehensive understanding of processes and identifying problematic areas or inefficiencies in hotel operations (Fuhrken, 2022;Han et al, 2020;Yevheniia et al, 2021).…”

“…In hospitality industry, organizations must do more than simply fix the immediate problems and continuously look for new ways to prevent potential errors and minimize problems that may result from deviations from expected performance either to exceed their customer's expectations or to make new product and/or service more competitive (Choi et al ., 2020; Mariappan et al ., 2012; Halevi, 2003). According to Chalupa et al . (2021), Xuhua et al .…”

Nivel de gestión por procesos en una unidad de gestión educativa local, Perú 2022

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