Application of Business Process Modelling in Hotel Check-In Procedures MBIS-4008

MBIS 4008

Abstract

This literature review is about the use of business process modelling in hospitality industry specifically in hotel. Its check in procedure and the measurement of the tome for the process. It also discusses about the different studies that has been conducted by the researchers. This paper focuses on the use of BPM in athree-star hotel Ibis Budget. Activities that don't entail direct client contact have serious flaws; it has been found. Due to the increased client involvement and time savings from other activities, front-desk workers were able to increase hotel clients' overall satisfaction level, which improved the property's online reputation.

Literature Review

Business process modelling is a graphic representation of all the process, sub-process and the workflow of an organisation. The process modelling shows quantitative activity diagrams and flowcharts. It includes events and activities that takes place at work, who are handling those activities and events, timelines, success or failure rate of the process, etc. Because they are based on quantitative data, process models offer fully objective views of workflows as they actually happen in practise (Chalupa, S., & Petricek, M. 2020). This includes significant information, stats, or events that might not have been detected otherwise. By replicating its new account creation process, a software corporation might discover, for example, that many users are giving up on the sign-up procedure because it takes too long. The firm may even be able to pinpoint the particular stage at which these drop-offs occur with the help of a model. Because they offer levels of transparency into organisational workflows that were previously unheard of, process models are a crucial tool for business process management (Chalupa, S., & Petricek, M. 2020). Normally, it can be used in all the tasks where business analysis is required. Some of the benefits of using business process modelling are as follows: -

Utilize and gain access to quantitative process data.

Streamline and quicken the automation of processes.

Low investment to maintain and obtain positive outcome.

Hospitality Industry is one of the industries where very few applications of business process modelling researches have been conducted. There are only handful of papers that can be found about this topic. The implementation of BPM in the hospitality sector is the subject of a framework proposed by Krstic, Kahrovic, and Stanisic (2015). Their research primarily focuses on a comprehensive perspective to processes and how they are carried out. The research uses the hotel service process as an example to make process modelling, while creating a general methodological framework.

The primary focus of zdemir, Colak, and Shmilli (2018) is the front-desk procedures of pre-arrival, arrival, lodging, stay, and departure. The results show how crucial it is to make use of the existing technology as well as supplementary documents and other resources, which should cut down on the time needed to operate computers and hotel systems. The system in use should be able to gather the information required to efficiently handle reservations, check guests in, and process payments. Beldona, Beck, and Qu advocate process optimisation using existing technology.

The study of Chalupa & Petricek (2013) shows the optimisation of the measurement of process of the hotels check in time. The concept's cornerstone is the usage of an ID card reader link to the hotel PMS (Property Management System), which not only speeds up processing times but also enhances the status of cross-selling and customer-focused sub-processes.

Beldona, Beck & Ou [21], Ozdemir, Colak & Shmilli (2018), and Chalupa & Petricek [13] are also advocating the adoption of contemporary technologies to enhance hotel operations. They concentrate on the modelling and visualisation of front-office procedures for pre-arrival, check-in, stay, and check-out. In order to reduce the amount of time spent using computers or PMS and increase the amount of time spent with customers, hoteliers should use cutting-edge technology and comprehensive descriptions of process models utilising a range of elements and documents.

In order to facilitate process management and process re-engineering that reflects the peculiarities of Total Quality Management, Akin Aksu (2001) suggests using contemporary technologies. Process management is essential to service quality management and human resources management, as was indicated in a prior study.

In several studies, revenue management and hotel and restaurant operations were modelled using business processes. The operations of resort gastronomy stands are being modelled by Han, Lustigova, and Chalupa (2022), with a focus primarily on the improvement of the work environment to promote greater customer satisfaction and revenue maximisation through queue reduction and distribution.

Likewise, Ibis Budget has also similar process for check in and check out. It starts with the enquiry of the booking and booking a room. Guests check in requires several documents like confirmation email, ID, credit cards, etc. The time for all these processes depends on the staff and the software system of the hotel. Through the business process modelling, all these processes can be put down in a diagram which makes the analysis process easier, and it will help to find the solution of the issues within the process.