MIROSLAV DRLJAČA, MSc, Researcher
Zagreb Airport, Ltd., Zagreb, Croatia
METHODOLOGY OF BUSINESS PROCESS
DEVELOPMENT IN A HOTEL
Requests of interested parties, amongst which the customer has the central position, are starting points of quality management system that complies with requirements of ISO 9000ff international norms. Regardless of the fact whether we want to arrange hotel management system to meet the requirements of these norms, one should be able to recognize exact requests of interested parties, especially of the customer of services. Correct recognition of these requests presents the beginning of quality system management in a hotel. In order to fulfill the expectations and requests of guest, the management system in a hotel must be developed, documented, implemented and managed in such way to ensure realisation of the actual and foreseen guests' requests. Function structure of hotel organisation will not be sufficient for a long-run achievement of this goal. Classic structural model of hotel organisation must be upgraded through developed, documented and implemented business processes. In order to run hotel successfully, numerous interrelated activities must be defined and managed. The application of business process systems in the hotel, their definition and interaction, together with the management, can be defined as process approach. Business processes are one of structural elements of hotel management system. If they are not developed, documented and implemented, we can justly ask whether hotel management system is capable of meeting requests of interested parties. For running businesses, as well as hotels, there are three characteristic types of business processes: core business processes, management business processes and support processes. Scientists and experts do not agree about generally accepted methodology of business process modelling. This paper accepts a hypothesis saying that a good methodology is the one which enables managing of business process in a way to ensure the fulfillment of interested parties' requests, specifically the requests of guest.
Key words: process, methodology of business process modelling, process approach.
Despite the fact that only a small number of hotel industry representatives in Croatia possess ISO 9001 certificate as international confirmation of requested quality level of management system, the idea of quality, as marketing orientation, as business
Creating Customer Value in Tourism and Hospitality Industry, pp. 752-763 M. Drljača: METHODOLOGY OF BUSINESS PROCESS DEVELOPMENT IN A HOTEL
philosophy and everyday practice, is more and more existing in hotel industry.1 Independently of the degree of awareness of hotel management, business processes can be developed in any of the following ways: 1) in a long-established manner - which is based on „know-how“ of the most important parametres of business processes, with interventions only in situations when reliability of business process is seriously affected, 2) without any control, when in extreme cases the business process develops in completely uncontrollable conditions, 3) in partly controllable conditions – characterized by business process model according to chosen methodology, in conditions which are controlled in the same amount as the basic parametres that define them, and 4) in completely controlled conditions - those business processes whose basic parametres of definition are under complete control.2
In order to create completely controlled environment for developing of business process in a hotel, it is necessary that hotel business processes be: 1) named, 2) described, 3) structurised/organised, 4) controlled, 5) managed, and 6) always improving. In order to fulfil it, hotel...