When it comes to processes in business, they can be any processes that take place in an enterprise in the service of a business function. A business process is defined as an activity or set of activities that accomplishes a specific and specific goal of an organization or business. The process of globalization of the market and increasingly demanding consumers who want to get the value for their money that they perceive they need to get, have led to strong and very large competition in the market. The same competition forces companies and providers in different sectors of the business to base their business systems and processes precisely on the needs of the customer. This applies to the hotel industry as well, and they must also incorporate customer requirements into their business systems in every segment of the business. Therefore, it is very important to manage crucial business processes in an organization. The scientific methods of analysis, synthesis, concretization, generalization will be used in the research for this work. When collecting data on indicators for measuring defined variables of empirical research, data collection techniques will be used, which will seek to collect data by analyzing the content of texts of various manuals and statistics relating to work variables, classification through which data will be classified. the observed phenomena and the interview technique that will collect responses from empirical research respondents.