For a company to be successful, especially within the hospitality industry, it must have an optimal BPM solution to improve business processes and allow the internal team to streamline their tasks.
What is a BPM? “It is a structured approach to improving the processes organizations use to get work done, serve their customers, and generate business value. A business process is an activity or set of activities that helps achieve an organization's goals, such as increasing profits or promoting workforce diversity. BPM uses various methods to improve a business process by analyzing it, modeling how it works in different scenarios, implementing changes, monitoring the new process and continually improving its ability to drive desired business results and outcomes” as explained in TechTarget.
The hotel industry and its digital transformation
The hotel industry is one of the industries most affected by the technological revolution of the last ten years. Users, or guests, are now able to book and pay for their stay, make restaurant reservations, and pay for various services without even having to deal with a person, all of which can be done through a virtual assistant.
A study from Glion University found that “One of the main advantages that comes with the application of technology is improved efficiency. By automating redundant tasks and optimizing time-consuming ones, significant progress can be made toward improving the overall efficiency of hotel operations.”
Additionally, the hospitality industry has also been able to reduce costs by adopting technologies within its work process. In the study, they comment “Energy efficient systems, such as smart lighting or temperature control devices, considerably reduce utility costs. “Automation reduces labor costs, as repetitive but necessary jobs do not require human intervention.”
Uses of a BPM in the hotel industry
Manage reservations and bookings
BPM systems can automate the entire booking process, from booking to confirmation. This ensures a seamless guest experience and reduces the workload of front desk staff.
Cleaning and maintenance
BPM services optimize cleaning schedules and maintenance tasks. Automated workflows ensure rooms are cleaned and maintained efficiently, improving guest satisfaction and extending the life of the facility.
Guest relationship management
BPM platforms integrate with customer relationship management (CRM) systems to provide a comprehensive view of guest history and preferences. This allows for personalized marketing campaigns, personalized promotions, and exceptional guest service.
Event management
From planning to execution, BPM services streamline event and conference management. Automated workflows help coordinate between different departments, ensuring that all aspects of the event run smoothly.
Supply chain management
Efficient supply chain management is crucial in the hospitality industry. BPM services improve procurement processes, inventory management, and supplier relationships, ensuring timely availability of supplies and reducing costs.
Key benefits of BPM in hospitality
- Improved operational efficiency: BPM services streamline operations by automating repetitive tasks such as reservations, billing, and inventory management. This reduces manual errors and frees staff to focus on delivering personalized guest experiences.
- Improved customer service: With BPM, hospitality companies can manage customer interactions more effectively. Automated systems ensure timely responses to queries, smooth check-in and check-out, and efficient handling of guest requests, leading to greater customer satisfaction.
- Cost reduction: By streamlining processes and reducing inefficiencies, BPM services help hospitality businesses reduce operating costs. This includes minimizing waste, reducing energy consumption, and improving resource allocation.
- Real-time data and analysis: BPM platforms provide real-time data analysis, allowing managers to make informed decisions.
Insights into customer preferences, occupancy rates, and service performance can be used to tailor offerings and improve overall service quality. BPM also ensures compliance with regulations and helps mitigate risks, creating a safe environment for guests.
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