The System Approach-Based Characterization and Classification of Business Processes in the Hospitality Industry Enterprises

The article examines the problem of using the system approach as a tool for structuring business processes in the hospitality industry. It has been found that from a systemic perspective, it is appropriate to consider the enterprise as a combination of elements such as «operational system» and «management system». It is substantiated that in hospitality enterprises, within the framework of the operational system, it is appropriate to distinguish three technological subsystems: the technological system for providing accommodation services, board or catering services, and the production of complementary services. It is proved that within each technological subsystem, a specific technological infrastructure is applied, designed to generate the corresponding types of tourism services. The tourism services created are the result of the technological business processes carried out in each subsystem. An approach to the analysis of the core (technological) business processes of hospitality enterprises in terms of consumer service phases (during the period of consumption of their main and complementary services at hospitality industry enterprises) has been proposed. Also, a systematization of the business processes of hospitality enterprises based on a set of classification criteria has been proposed. The feasibility of dividing the services produced in the technological system of hospitality enterprises into market and internal services has been substantiated.