| Abstract [eng] |
86 number of pages, 21 tables, 24 images, 95 sources. The main goal of this master's thesis is to analyze the areas of hotel accommodation service processes for value creation, based on the analysis of scientific literature in terms of value and process aspects. After that, it aims to identify the processes that create value for accommodation services, eliminate unnecessary processes, and create a new management model for accommodation service processes in hotels. By conducting expert interviews and analyzing customer feedback surveys, the study aims to identify processes that require adjustments and provide suggestions for their improvement. The thesis consists of six parts: introduction, value, theoretical aspects of value creation and organization of hotel business processes, research methodology on the impact of hotel process improvement on the creation of accommodation service value, research results on the impact of hotel process improvement on the creation of accommodation service value, conclusions and recommendations, and a list of references. The theoretical part provides an overview of the concept of value in the context of hotel business, business processes, features of hotel processes and business modeling languages. Based on the analysis of scientific literature, a study was conducted to identify the processes that create value for accommodation services, eliminate unnecessary processes, and create a new management model for accommodation service processes in hotels. By conducting expert interviews and analyzing customer feedback surveys, processes requiring adjustments were identified, and suggestions for their improvement were provided. The data collection phase involved expert evaluation, customer surveys, and document analysis. The data analysis phase involved calculations of the Kendall concordance coefficient, the 6M method, and process value maps. The expert evaluation method revealed management problems in hotel accommodation service processes, such as lack of customer service quality and long check-in times. By applying the 6-factor (Fishbone) model, it was observed that customer waiting time increases due to factors such as employees, equipment, methods, and the environment. The hotel customer survey clearly showed that the duration of check-in time is highly important to customers. Subjectively, they perceive the value of the service based on the time spent at the front desk. Smooth service is associated with high service quality in their perception. Therefore, the thesis suggests changing the registration process to an automated one. Automating the check-in process not only saves employees' time and company costs but also meets customer expectations and provides them with greater value. The conclusions and recommendations summarize the literature analysis and the results of the conducted research. The research results and recommendations could provide useful guidelines for accommodation sector companies that intend to improve their processes, optimize their operations, or explore ways to incorporate new technologies into their activities. |
