Summary: Requests of interested parties, amongst which the customer has the central position, are starting points of quality management system that complies with requirements of ISO 9000ff international norms. Regardless of the fact whether we want to arrange hotel management system to meet the requirements of these norms, one should be able to recognize exact requests of interested parties, especially of the customer of services. Correct recognition of these requests presents the beginning of quality system management in a hotel. In order to fulfill the expectations and requests of guest, the management system in a hotel must be developed, documented, implemented and managed in such way to ensure realisation of the actual and foreseen guests' requests. Function structure of hotel organisation will not be sufficient for a long-run achievement of this goal. Classic structural model of hotel organisation must be upgraded through developed, documented and implemented business processes. In order to run hotel successfully, numerous interrelated activities must be defined and managed. The application of business process systems in the hotel, their definition and interaction, together with the management, can be defined as process approach. Business processes are one of structural elements of hotel management system. If they are not developed, documented and implemented, we can justly ask whether hotel management system is capable of meeting requests of interested parties. For running businesses, as well as hotels, there are three characteristic types of business processes: core business processes, management business processes and support processes. Scientists and experts do not agree about generally accepted methodology of business process modelling. This paper accepts a hypothesis saying that a good methodology is the one which enables managing of business process in a way to ensure the fulfillment of interested parties' requests, specifically the requests of guest. Sažetak: Zahtjevi zainteresiranih strana, među kojima kupac ima središnje mjesto, polazište su sustava upravljanja kvalitetom sukladno zahtjevima normi ISO 9000ff. Bez obzira želi li hotel svoj sustav upravljanja urediti sukladno zahtjevima ovih normi, zahtjeve zainteresiranih strana, osobito gosta, treba moći egzaktno prepoznati. Prepoznavanje tih zahtjeva početak je upravljanja sustavom kvalitete u hotelu. Da bi se zahtjevi i očekivanja gosta mogli ispuniti sustav upravljanja u hotelu mora biti izgrađen, dokumentiran, implementiran i upravljan tako da osigurava ispunjenje njegovih stvarnih i pretpostavljenih zahtjeva. Funkcijska organizacijska struktura hotela neće biti dostatna za postizanje ovog cilja na dulji rok. Klasični model organizacijske strukture hotela treba dograditi izgrađenim, dokumentiranim i implementiranim poslovnim procesima. Da bi hotel poslovao uspješno mora utvrditi brojne povezane radnje i njima upravljati. Primjena sustava poslovnih procesa u organizaciji, njihovo utvrđivanje i međusobno djelovanje te upravljanje njima može se nazvati procesnim pristupom. Poslovni procesi jedan su od strukturnih elemenata sustava upravljanja hotela. Ukoliko nisu izgrađeni, dokumentirani i implementirani, opravdano je postaviti pitanje o sposobnosti sustava upravljanja hotela za ispunjenje zahtjeva zainteresiranih strana. Za poslovanje hotela, karakteristična su tri tipa poslovnih procesa: glavni i upravljački te procesi potpore. Među znanstvenicima i stručnjacima ne postoji suglasje oko općeprihvaćene metodologije izgradnje poslovnih procesa. U ovom radu polazi se od hipoteze da je dobra ona metodologija koja omogućuje upravljanje poslovnim procesima hotela tako da osigurava ispunjenje zahtjeva zainteresiranih strana, osobito gosta.

Ekonomija

UDK 338.48+64.024 Tekstovi se referiraju u publikacijama: CAB INTERNATIONAL ; WALLINGFORD ; OXON, OX 10 & DE, UK ; JOURNAL OF ECONOMIC LITERATURE, PITTSBURGH, PENNSYLVANIA, USA ; SOCIOLOGICAL ABSTRACTS, SAN DIEGO, CALIFORNIA, USA. Rad je objavljen i na hrvatskom jeziku.