Hotelería-Pregrado

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Browsing Hotelería-Pregrado by Subject "Plan estratégico"

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    Plan estratégico para hoteles de tres estrellas, basado en el Balanced Scorecard: caso Hotel Azul de la Plaza
    (Universidad de Cuenca, 2023-10-31) Mora Mogrovejo, Jessica Camila; Ordoñez Crespo, Vanessa Gabriela; Freire Chaglla, Segundo Amador
    Purpose: To apply a Balanced Scorecard methodology to a medium-sized lodging establishment to help improve the following areas: financial, customers, operations and continuous improvement. Objective: To design a strategic plan based on the Balanced Scorecard for the Azul de la Plaza hotel. Methodology: A comprehensive assessment of the hotel is carried out, identifying its strengths and areas for improvement, formulating strategic goals and building a strategic map using the Balanced Scorecard. Also, after a global evaluation of the factors involved in the Balanced Scorecard, the indicators applicable to the hotel were reduced to: increase in profitability and investment, improvement in customer satisfaction, reduction in personnel action times, personnel training and management, and indicators of compliance with objectives. Results: The hotel's advantages and challenges were identified, the creation of strategic goals to optimize its performance and the concise visual representation of these goals and tactics in the strategic map. Management indicators were proposed to monitor performance and concrete recommendations were presented to improve service quality and profitability. Conclusion: This study highlights the relevance of the Balanced Scorecard in the strategic management of three-star hotels, showing it to be a versatile tool for aligning objectives, measuring performance and improving crucial areas such as finance and personnel management. The adaptation to the Hotel Azul de la Plaza demonstrates its real applicability, and its hierarchical structure underlines the need for alignment at all levels. Keywords: 3-star hotels, balanced scorecard, strategic plan
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    “Plan estratégico, considerando la mejora de los procesos operacionales según la ISO 9001-2015 para el hotel Italia de la ciudad de Cuenca-Ecuador
    (Universidad de Cuenca, 2022-11-28) Pesántez Sánchez, María Belén; Sinchi Ríos, María Belén; Iñiguez Márquez, Gustavo Eduardo
    This intervention project will address the elaboration of a strategic plan, based on the ISO standard 9001:2015 of quality management systems that adapts to the needs presented by Hotel Italia, in order to serve as a tool for the company in the development of a competitive advantage, the international certification ISO standard 9001: 2015, which has been developed by the International Organization for Standardization to achieve high quality standards, which can be applied voluntarily in accommodation establishments to guarantee a quality service that increases customer satisfaction, increases the profitability of the establishment and reduces costs by establishing an effective work structure, within which continuous improvement can be defined and implemented for the achievement of objectives and strategies. This research has a qualitative approach, based on the bibliographic search, surveys, interviews and the analysis of the quality management systems provided by the ISO standard 9001 in such a way that the shortcomings of the establishment can be identified and strategies can be proposed to improve the quality of its services. Therefore, the results obtained will benefit the Hotel Italia of the city of Cuenca, since the strategic plan will help in the improvement of its processes, resulting in a quality service, providing a competitive advantage to the establishment. Keywords: ISO 9001, strategic plan, quality, processes, flowchart, quality management system.