Business Process Development in Events Management in Terms of Hospitality Industry

The improvement of business processes of the event-division of the hotel is an important issue, since the quality of event management services directly affects the image and revenues of the hotel, and also the willingness of guests and organizers to subsequently choose this hotel again for a variety of purposes. The object of the research of this master's thesis is the business processes of organizing events in the hotel business. The subject of the study is represented by the factors that influence the formation of these business processes. The purpose of the work is to identify their features, depending on the factors mentioned above. To achieve this goal, the following tasks will be implemented: studying the theoretical base of the research of business processes in the organization, the main features of business processes in the hotel business and event-management; preparation of the guide-interview to speak with the experts in the hotel event management (this tool is the main qualitative research method); summing up the results of the interview and development of recommendations for improving the business processes of organizing events in the hotel industry. The analysis of trends in the organization of events in the hotel industry made it possible to identify several research units within the framework of various interrelated business processes - communication with the client and colleagues, marketing, personnel management and IT application. The set of recommendations developed on the basis of interviews of experts on the organization of events in Moscow hotels, as well as conclusions based on research articles and practical experience, can positively affect the image of the hotel, its financial performance, loyalty and satisfaction, as representatives of partner companies or individuals participating in the organization of the event, and its guests.