A practical study on using process approach in front office management of hotel enterprises in process improvement

Front office department in hotel enterprises has a structure that could be studied whithin process approach with the aid of horizontal relationships it has set up, and clearly definable sub-processes; though it is comprised in vertical organization structure. In that study, various processes and activities in front office department were studied within framework of process approach after process concept and process approach were evaluated. In the last chapter of study, an application carried out in front office department of hotel enterprise operating in Marmaris region, was included. In the phase of studying and evaluating front office department activities of the hotel enterprise that the application was carried out in, and forming the processes; flowcharts were utilized as an practice method. In preferring flowcharts as an practice method, the superiorities such as clear perceivability of process flow within process input-output relationship; work order, easy observablity work constituted the reasons of preference. Understandability of "which process include which works" is also comprised by these reasons. Within the framework of the new process approached arrangement developed with the aid of proposed flowcharts; activities in front office department were re arranged as four sub-processes as reservation, arrival, occupancy and departure. By that arrangement; horizontal structuring, integrity in work order, and giving personnals more authority and responsibility were aimed.