Propuesta de un manual de procesos para las áreas de recepción y de habitaciones dirigido al Centro de Entrenamiento para el Alto Rendimiento Empresa Pública de la ciudad de Cuenca

Abstract

Accommodation centres for athletes have converted in recent years in a very important branch of hospitality in different provinces of Ecuador, focusing on giving an accommodation service with quality and warmth, that fulfils the objectives to provide wellbeing during the stay of the athletes and their accompanying people, so the present degree work seeks to establish improvements in the processes in the areas of reception and the Training Centre rooms for the high performance CEAR EP in the city of Cuenca, taking as a basis the standards of series ISO 9000, INEN standards and others rules and regulations associated with the sector, for this a diagnostic evaluation was conducted evaluation was conducted of CEAR EP, of this processes in general and the reception areas and in the particular the rooms, surveys to the athletes that stayed during the month of September, 2018, interviews with the people in charge of the reception and rooms, and evaluation of human resources, technical and physical in those areas. With this base line, maps were established of processes focusing on continuous improvement and finally a process manual was developed for the reception areas and rooms with procedures, operations, instructions and registers that provide an effective, efficient and quality service, considering the setting and offering security, in order to meet the necessities, expectations and satisfaction of the client.