Abstract:

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 the four-star hotel located in city-centre of Prague. Overview model was created to distinguish the core and managerial and supporting processes. Within the core processes, accommodation services were selected for a more in-depth description. Check-in sub-process was modelled on the level of EPC (Event-Drive Process Chain) where thank to observation, processing times were measured to provide a platform for further optimisation. Critical shortcomings were identified within activities not involving the client interaction. Thank application of available technologies, increase in processing times were reached and well the increase in incremental revenue generation. Thanks to higher involvement of clients and time saving within other activities front-desk employees were able to increase the overall satisfaction level of hotels guest which stimulated the hotel online reputation shift (increase in online hotel perception).