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

Byline: Ali A[degrees]hsan Ozdemir (1), Abdullah Colak (1), Jerina Shmilli (2) Keywords: Business process management; Hospitality sector; Hotel sector; Guest service; Albania Abstract: In this study business process management as a tool of improvement service quality is introduced and it is examined... Full description

Journal Title: Quality & Quantity 3/10/2018
Main Author: Özdemir, Ali İhsan
Other Authors: Çolak, Abdullah , Shmilli, Jerina
Format: Electronic Article Electronic Article
Language: English
Subjects:
ID: ISSN: 0033-5177 ; E-ISSN: 1573-7845 ; DOI: http://dx.doi.org/10.1007/s11135-018-0727-4
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recordid: crossref10.1007/s11135-018-0727-4
title: Business process management in hotels: with a focus on delivering quality guest service
format: Article
creator:
  • Özdemir, Ali İhsan
  • Çolak, Abdullah
  • Shmilli, Jerina
subjects:
  • Hotels and Motels – Quality Management
  • Hotels and Motels – Case Studies
  • Hotels and Motels – Analysis
ispartof: Quality & Quantity, 3/10/2018
description: Byline: Ali A[degrees]hsan Ozdemir (1), Abdullah Colak (1), Jerina Shmilli (2) Keywords: Business process management; Hospitality sector; Hotel sector; Guest service; Albania 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. Author Affiliation: (1) grid.440414.1, Abdullah Gul University, Abdullah Gul University Sumer Campus, Kocasinan, Kayseri, Turkey (2) MGM Resorts International, Las Vegas, Nevada, USA Article History: Registration Date: 05/03/2018 Online Date: 10/03/2018
language: eng
source:
identifier: ISSN: 0033-5177 ; E-ISSN: 1573-7845 ; DOI: http://dx.doi.org/10.1007/s11135-018-0727-4
fulltext: fulltext
issn:
  • 00335177
  • 0033-5177
  • 15737845
  • 1573-7845
url: Link


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descriptionByline: Ali A[degrees]hsan Ozdemir (1), Abdullah Colak (1), Jerina Shmilli (2) Keywords: Business process management; Hospitality sector; Hotel sector; Guest service; Albania 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. Author Affiliation: (1) grid.440414.1, Abdullah Gul University, Abdullah Gul University Sumer Campus, Kocasinan, Kayseri, Turkey (2) MGM Resorts International, Las Vegas, Nevada, USA Article History: Registration Date: 05/03/2018 Online Date: 10/03/2018
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date2018-03-10