Reengineering in 5 star hotels: A research on its applicability

SUMMARY Through to the 21st century, in order to get success in competition, our managers must have following qualifications such as; capability of problem solving, flexible thinking, extended vision and they should follow modern management approaches. Increase in competition among firms, technological developments, globalisation, changes in potantial markets have rendered changing of management philosophy lying from the past to the future. Today, firms whatever they perform, target to be one step ahead of their competitors by doing necessary attacks. One of these attacks in Business Process Reengineering (BPR). BPR means improved performances in business processes and changes which are suitable for customer needs. Our study, investigating the application of BPR in 5 star hotels, contains three chapters: The first chapter includes definition of hotels, historical developments of hotel management in the world and in Turkey, external and internal factors affecting the success of hotel management, service quality and hotel's quality goals. In the second chapter, definition of BPR, Its importance, related concepts, Its relation with other approaches, theoretical steps, techniques used, difficulties in application, applications in the world and in Turkey. These are particularly evaluated in the perspective of hotel managements. The results of the application of BPR technique in hotel management are found in the third chapter. In the first section of this chapter, approaches of 5 star hotels located in Antalya Region were evaluated. In the second section, a proposal was made to one of the sample hotels for the recruitment process at personnel department and the results were shown by simulation technique.