The Use of Business Process Management in Hotel Direct Sales Improvement

This article deals with Business Process Modelling and Reengineering use in the hospitality industry, focusing on improvement of direct telephone sales by application CRM system. After modelling current state selected process using ARIS methodology, same was remodelled for shortened whole (mainly number activities needed to prosecute) allowed front-office employee be more clients oriented. The automation labour-intensive processes can reduce human-caused errors improve convertibility reservation request their overall value.