IMPROVING THE EFFICIENCY OF BUSINESS PROCESS MANAGEMENT IN THE HOTEL AND RESTAURANT BUSINESS

The paper studies the problem of improving the management efficiency at the enterprises of the hotel and restaurant business in a competitive market environment. The classification of business processes of the enterprise of the hotel and restaurant business is carried out, which is based on the criterion of "business process result". It is substantiated that the key business process of the enterprise of the hospitality industry is its technological process, the result of which is market services. It is established that the technological process of the enterprises of the hospitality industry is a conglomerate of technological processes of the hotel business, restaurant business and business for the production of other complementary services. One of the areas of improving the quality of business process management in hospitality industry enterprises is the development of modern tools in the form of appropriate cost and quantitative indicators for assessing the effectiveness of business processes, the use of which in the management system would improve both the motivational influence at all hierarchical levels in the organizational structure, and the effectiveness of the corrective influence of management in the operational management of technological business processes. The concept of analysis and evaluation of the efficiency of technological business processes at the operational (quantitative and cost indicators) and strategic levels (integrated cost indicators) is proposed. An approach to evaluating the efficiency of technological business processes of a hotel and restaurant business enterprise is proposed based on the integral indicator of profit margin with differentiation of the block of fixed and discretionary costs in terms of business activities. The expediency of introducing a divisional organizational structure into the practice of business activities of hotel and restaurant business enterprises is substantiated, which creates prerequisites for using the mechanism of material incentives for divisional personnel based on the latter's participation in profit distribution.