Plan de mejora de procesos agregadores de valor y protocolos de operación del área de alojamiento del Hotel Selina de Cuenca

Abstract

In this plan for the improvement of value-adding processes and operating protocols of the accommodation area of the Hotel Selina in Cuenca, a situational study of the company is carried out, both the internal and external environment, as well as a comparative analysis of the processes of the accommodation area of the Hotel Raymipamba, with those of the Hotel Selina. An improvement plan is determined to counteract the existing problems. For the elaboration of this intervention project, the qualitative methodology is applied, so bibliographic sources, theoretical references, and interviews with the General Manager of the Hotel are considered; The quantitative methodology is also used, where the operation of the organization is evaluated through the existing comments on its social networks, thus allowing us to know the perspectives of the guests and develop an improvement plan in the accommodation area of the hotel, using the benchmarking strategy implementing it through three phases (planning, analysis, integration and action) thus improving hotel processes. Keywords: improvement, aggregators, plan, processes, protocols