Business Process Development Plan for Radisson Hotel: PROJ6009

This report provides a comprehensive analysis of the Radisson Hotel's business processes, focusing on the application of Business Process Management (BPM) to improve operational efficiency. The report begins with an introduction highlighting the need for innovative methods in the hotel industry, particularly for international chains like Radisson. It then delves into the role of BPM, emphasizing its potential to integrate operations, simplify processes, and provide actionable insights. The analysis includes an examination of the As-Is process, detailing the current methods of booking and customer service, and contrasts it with a proposed To-Be process that incorporates online booking and automated systems. A critical analysis of both processes is presented, discussing the advantages and disadvantages of each. The report recommends the implementation of BPM, considering technical and financial feasibility, to enhance customer experience and streamline operations. Finally, it concludes by emphasizing the potential of BPM to transform the hotel's major processes and provide personalized services, increasing customer satisfaction.

Running head: BUSINESS PROCESS MANAGEMENT AND SYSTEMS
BUSINESS PROCESS MANAGEMENT AND SYSTEMS
Name of student
Name of university
Author’s note:

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Table of Contents
Introduction....................................................................................................................2
Role of business process management.......................................................................2
As-Is process..............................................................................................................5
To-Be process.............................................................................................................5
Critical analysis of the As-Is and To-be processes....................................................5
Recommendation............................................................................................................8
Conclusion......................................................................................................................8
References......................................................................................................................9

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Introduction
It has been perceived that the hoteliers require the innovative methods for increasing
the productivity by properly leveraging the technology for their staff, the client
communications and the customers. The events are presently becoming significant
complicated and the hotel guests are presently demanding all the services and products at
increased speed. The Radisson hotel is the international hotel that has been headquartered in
the United States. Most of the hotels of Radisson branded hotels are primarily located in
United States. The company manages a website but does not provide the functionality of
making the hotel reservation using the website. This report intends to analyse the present
situation of the hotel and recommend the methods by which BPM could help in solving the
major issues.
Role of business process management
With the increased complications and the increased demands in the hotels, the
conventional methods of functioning of the hotels is presently causing significant issues. The
management of the suppliers, staff and the customers are becoming extensively troublesome
and does not allow the hotel to gain the increased revenue by providing the optimum services
to the clients (Madar, 2017). Business process management could help the hotel in sustaining
the innovation as well as optimising the operations for ensuring the constant delivery of the
improved experiences for the customers, ensuring the ease of using for all the involved users.
The introduction of the Business Process Management in the hotels could help in integrating
the operations of the hotel, simplification of the various aspects for the staff, the customers
and the stakeholders while providing the actionable insights within the journey of the
customer from booking the hotel rooms to the checking out from the hotel rooms (Alananzeh
et al., 2018). The hotel has significantly huge number of moving parts, from the management

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to the maintenance, as well as the efficient administration is considered to be the crucial
aspect of maintaining the extensive customer satisfaction. The business process management
offers the practical structure for the constant management of the various aspects of the hotels.
Frequently, it has been perceived that the travel companies mainly forget their lasting
impressions that are created when the customers interacts with the people and not with the
systems (Pourmirza et al., 2017).
The number of processes that are needed for efficiently executing the hotel business
from each locations is considered to be the most troublesome aspect for the hotel. In the
Radisson hotel, the processes mainly fall into the three major categories, which are the
operating processes, the managerial processes as well as the core processes (Alotaibi & Liu,
2017). All core processes permit the employees with transparently viewing the internal
documents, the policies as well as the procedures that could be easily accessed by any of the
staff members. The operating processes delivers on the products as well as the services that
are specific to the customer needs as well as the customer requests. In the hotel, front-facing
operation is described as the procedure that allows the simplification of the customer
experiences. The managerial processes of the organisation are considered critical to common
functionality of organisation and might be included in all the aspects like the product supply,
the guest departure and the arrival, and the food services (Hitpass & Astudillo, 2019). All the
three basic elements are required to be coordinated among one another for improving the
customer experiences when they visit the hotels.
From the perspective of the operational processes, the BPM system helps in the
management of all the crucial processes of the organisation. Presently the processes of the
organisation is not extensively combined for making the business successful (Arias et al.,
2018). When the customer visits the website of the hotel, the user is asked to register and then
phone number is provided to the customer which could be used for calling the hotel and

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making the booking. If the receptionist is not present on the front reception, then the
customer cannot make the booking for their room and the company loses one customer.
When the receptionist receives the call, the specifications are provided to the receptionist for
making the booking. The receptionist then checks the manual ledger for the room availability
and confirms the customers regarding the availability of the unavailability of the room
(Lederer, Knapp & Schott, 2017). If the room is available, the all the details are noted down
and booking is made. The payment for the booking is to be done manually only by cash
during the checkout from the hotel. The company does not allow the customers to make the
online booking of their desired hotel room. This is causing significant trouble for the
customers and they are shifting to other alternatives. The hotel is presently losing their
business due to the loss of clients.
With the help of BPM, the online booking of the hotel rooms would be implemented
and it would allow the customers to make their booking for any room. The system would
have the ability of automatically understanding the popular seasons as well as the occupancy
rates and it could easily assist in keeping the hotel booked at the complete capacity with
avoiding the issues that are created by the over-booking. With the significant utilisation of the
business process management, the particular rules as well as the commands could be made
easily internally, with the automation of the various parameters for maximising the
operational efficiency and achieve the extensive return with the minimisation of the risks
(Kasemsap, 2018). It could effective provide the insight into the customer engagement as
well as monitor the daily operations for the tactical, the on-the-spot decision making.
Combined BPM and the digital transformation of the suite of Business Process
Management, the clients and the customers could be easily retained by the hotel with the help
of assuring the positive experiences with all the departments in Radisson hotel. The check-in
as well as the booking processes could be made easily simple, the activities could be made

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extensively accessible, the housekeeping could be made more reliable, and the experiences
could be made extensively enjoyable with the establishment of significant trust and the
encouragement of the customer retention.
As-Is process
To-Be process

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Critical analysis of the As-Is and To-be processes
Advantages of the As-Is process
It could be observed that the present process of the organisation allows the customers
to make their hotel booking by calling the hotel and then specifying the date and time when
the booking is reuqired. This allows the increased customer interaction with the company and
makes the company popular in the market.
The manual management of all the data in the organisation allows in ensuring that the
data of the organsiation is maintained with extensive security and does not allow the threat of
any kind of data theft or cybersecurity issues.
Disadvantages of the As-Is process
If the customers calls the company and intends to make any booking in the company
and the receptionist is not present in the front desk, the call would not be received and the
customer would not be able to make their booking of hotel rooms.
The company is not presently able to analyse the customer preferences properly and is
not able to provide the personalised services to the valuable customers.
Advantages of the To-Be process
Increased opportunities for the constant improvement: The initiatives of the constant
improvement operates on main assumption that the business could be extensively successful
by undertaking the series of various small, the ongoing improvement instead of any sudden
complete change in the organisation. The information that is provided by the BPM to the
hotel with the regards to the various processes helps in encouraging the refinement of the
processes as well as the adaptation of the various processes (vom Brocke & Mendling, 2018).
The business process management in the organisation could help in ensuring that all the

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decisions that are governing the incremental changes are extensively backed by huge
evidence as well as the data required for assuring the success.
Total visibility: The Business process management could be used in the organisation
for experiencing the complete visibility of the processes. The Business process management
utilises the modified software for tracking as well as monitoring the business processes from
the automation to the completion. The BPM permits for any ongoing register of the
automated processes, gauging the significant effectiveness of each of the stages in the real
time. The automated monitoring helps in revealing the performance of each of the processes
deprived of depending of the labor intensive manual methods.
Disadvantages of the To-Be process
With the automation in the company, if any of the department is not functioning
properly then it could lead to the malfunction of all the connected departments and would not
allow extensive business in the hotels.

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Figure: Graph of projected improvement
Recommendation
It is recommended to the Radisson Hotel that the implementation of the BPM should
be done with the proper analysis of the present structure of the business and the processes of
the business. The To-Be process could be considered as significantly feasible in the
organisation as the employees would be properly trained regarding the working of the
innovative technologies and the other aspects that are required to function properly. It would
ensure the proper technical feasibility. The cost of the To-Be process is significantly low and
would not require extensive investment of capital in the organisation which ensures the
financial feasibility.
Conclusion
From the above discussion, it has been analysed that the BPM implementation in the
Radisson hotel could mean the improvement of the various processes but all the
disadvantages of the BPM are required to be properly analysed so that the implementation is
done properly in the organisation. The Business Process Management implementation would
lead to the improvement of major processes of the organisation and all the branches of the
hotels would be integrated in one platform. The proposed changes in the organisation is
significantly feasible and the To-Be process would lead to the extensive development of the
company and provide the customers with extensive personalised services that would increase
the customer satisfaction.

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References
Alananzeh, O. A., Jawabreh, O., Al Mahmoud, A., & Hamada, R. (2018). The impact of
customer relationship management on tourist satisfaction: The case of Radisson Blue
Resort in Aqaba city. Journal of Environmental Management & Tourism, 9(2 (26)),
227-240.
Alotaibi, Y., & Liu, F. (2017). Survey of business process management: challenges and
solutions. Enterprise Information Systems, 11(8), 1119-1153.
Arias, M., Saavedra, R., Marques, M. R., Munoz-Gama, J., & Sepúlveda, M. (2018). Human
resource allocation in business process management and process
mining. Management Decision.
Hitpass, B., & Astudillo, H. (2019). Industry 4.0 challenges for business process management
and electronic-commerce. Journal of theoretical and applied electronic commerce
research, 14(1), I-III.
Kasemsap, K. (2018). Mastering business process management and business intelligence in
global business. In Global Business Expansion: Concepts, Methodologies, Tools, and
Applications (pp. 76-96). IGI Global.
Lederer, M., Knapp, J., & Schott, P. (2017, March). The digital future has many names—
How business process management drives the digital transformation. In 2017 6th
International Conference on Industrial Technology and Management (ICITM) (pp.
22-26). IEEE.
Madar, A. (2017). Quality-a competitive advantage on the hotel services market. Case study:
Marriott Hotels & Resort versus Radisson Blu. Bulletin of the Transilvania University
of Brasov. Economic Sciences. Series V, 10(2), 141-146.

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Pourmirza, S., Peters, S., Dijkman, R., & Grefen, P. (2017). A systematic literature review on
the architecture of business process management systems. Information Systems, 66,
43-58.
vom Brocke, J., & Mendling, J. (2018). Frameworks for business process management: a
taxonomy for business process management cases. In Business Process Management
Cases (pp. 1-17). Springer, Cham.