Procesní redesign operací obsluhy hosta v rychle rostoucí organizaci poskytující krátkodobé ubytování: případová studie

This master's thesis proposes a framework for the redesign of guest service processes in a fast-growing short-term rental organisation and applies it in a case study of a Prague-based operator with more than one hundred and fifty units. The empirical part combines five semi-structured interviews, analysis of internal documents, and operational data from a heterogeneous ecosystem of specialised cloud tools. Triangulation of three process mapping tools (SIPOC, BPMN, and service blueprint) is applied to three key process domains: reservation validation and escalation, guest arrival coordination, and resolution of in-stay service requests. The main output is a design framework comprising criteria for identifying waste, principles of standardisation, recommendations for cross-system data integration, and rules for delineating the boundary between automatable and escalated tasks, including the role of an AI customer-care agent. The thesis demonstrates that a substantial share of inefficiencies does not stem from the absence of new technology, but from incomplete use of existing systems, fragmented record-keeping, and unclear process ownership.