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Business process management in hotels: with a focus on delivering quality guest service

Author

Listed:
  • Ali İhsan Özdemir

    (Abdullah Gül University)

  • Abdullah Çolak

    (Abdullah Gül University)

  • Jerina Shmilli

    (MGM Resorts International)

Abstract

In this study business process management as a tool of improvement service quality is introduced and it is examined that how it can be used to improve service quality in hotel sector. It is assumed that re-engineering of the business processes in hotel may contribute to optimize the operational processes and service by focusing on guest service. All the interactions and transactions between the guest and the hotel during her/his stay, determine the type and nature of front office operations. The stages of guest stay are: (a) pre-arrival, (b) arrival and accommodation, (c) stay, and (d) departure. Each steps are analyzed and business process improvements are applied by case study approach in a hotel which is one of the biggest hotel in Tirana, Albania. As a result of this study valuable recommendations are developed to enhance guest service quality.

Suggested Citation

  • Ali İhsan Özdemir & Abdullah Çolak & Jerina Shmilli, 2019. "Business process management in hotels: with a focus on delivering quality guest service," Quality & Quantity: International Journal of Methodology, Springer, vol. 53(5), pages 2305-2322, September.
    • Handle: RePEc:spr:qualqt:v:53:y:2019:i:5:d:10.1007_s11135-018-0727-4
    DOI: 10.1007/s11135-018-0727-4
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    References listed on IDEAS

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    1. Ali Özdemir & Biagio Simonetti & Roberto Jannelli, 2015. "Determining critical success factors related to the effect of supply chain integration and competition capabilities on business performance," Quality & Quantity: International Journal of Methodology, Springer, vol. 49(4), pages 1621-1632, July.
    2. Hammer, Michael & Champy, James, 1993. "Reengineering the corporation: A manifesto for business revolution," Business Horizons, Elsevier, vol. 36(5), pages 90-91.
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