Procedimiento en procesos de servicios para la mejora de la gestión operativa en el Hotel Balandra del destino Manta

The purpose of this research is to propose procedures in service processes for the improvement of the operational management of the Balandra hotel in the Manta destination; It begins with the review of several bibliographic and documentary sources that support the theoretical-scientific bases. Subsequently, the analysis of scientific methodologies was elaborated proposing a new three-phase methodology, starting with the identification of the organization's processes and segmentation of the service processes, through the use of tools such as interviews with the heads of areas, surveys of the personnel of contact and documentary review; This made it possible to witness that there are no procedure manuals that conform to the characteristics of the hotel, however, the existence of empirical processes for the execution of its activities in order to respond to the needs of the hotel was known. Likewise, documents of the service processes of the hotel's operational departments were designed, several activities were carried out where the diagnosis of various areas, allowed to analyze the knowledge of the internal client contributing with the study of the transformation of the service for the elaboration of the map process with the purpose of proposing an improvement proposal and the design of its diagrams, in addition, the Delphi method is applied, which allowed experts to validate the proposal of the operational process procedures. Having as results the approval of the service process procedures model presented with the main characteristics of conception, continuity and rationality.

• 主要作者: Quijije Quijije, María Belen (author)
• 其他作者: Zambrano Zambrano, Gema Gicella (author)
• 格式: bachelorThesis
• 语言: spa
• 出版: 2021
• 主题: Procedimientos; Gestión operativa; Hotel; Procesos de servicios
• 在线阅读: http://repositorio.espam.edu.ec/handle/42000/1602