Vol.10, No.1, February 2021.                                                                                                                                                                           ISSN: 2217-8309

                                                                                                                                                                                                                        eISSN: 2217-8333


TEM Journal



Association for Information Communication Technology Education and Science

The Use of Business Process Management in Hotel Direct Sales Improvement


Stepan Chalupa, Martin Petricek, Zdenek Ulrych


© 2021 Martin Petricek, published by UIKTEN. This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 License. (CC BY-NC-ND 4.0)


Citation Information: TEM Journal. Volume 10, Issue 1, Pages 215-220, ISSN 2217-8309, DOI: 10.18421/TEM101-27, February 2021.


Received: 11 September 2020.

Revised:   23 December 2020.
Accepted: 06 January 2021.
Published: 27 February 2021.




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.


Keywords: BPM in hospitality, business process reengineering, hotel direct sales, process modelling.



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