Auditoria del área de servicios técnicos del Hotel "Villa Cojimar " en Ciego de Avila
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Fecha
2009-06-25
Autores
Roque Perez, Elton
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Editor
Universidad Central "Marta Abreu" de Las Villas
Resumen
La determinación del nivel de correspondencia de los resultados de un área con la función que la misma juega dentro de una entidad hotelera es un aspecto de vital importancia para garantizar la tan ansiada orientación hacia la excelencia. En el presente Trabajo de Diploma se desarrolla un modelo que permite auditar el comportamiento del área de Servicios Técnicos en el hotel “Villa Cojímar” a partir de aquellos factores que se consideran determinantes en la evaluación del desempeño de dicha función, dígase: administración del mantenimiento, servicios de terceros, gestión de piezas de repuesto, evaluación y control, personal e infraestructura.
La aplicación práctica del modelo de auditoría propuesto, en la entidad hotelera objeto de estudio práctico de la investigación, arrojó un comportamiento Regular de la Gestión del Mantenimiento. El análisis de los resultados permitió identificar las funciones deficientes dentro de las áreas auditadas, siendo estas imprescindibles a la hora de orientar el proceso de mejora con vistas a incrementar el desempeño de los servicios técnicos en la entidad. Todo ello hace posible la constatación de la hipótesis general de investigación.
The determination level of correspondence of the results of an area with the function that this area plays within a hotel organization is a vital aspect to guarantee the path towards the excellence. In the present Diploma Work a model is developed to audit the behaviour of the Technical service area in the hotel “Villa Cojímar” from those factors that are considered determinants in the evaluation of the performance of this function, let’s say: administration of the maintenance, services of third parties, management of spare part pieces, evaluation and control, personnel and infrastructure. The practical application of the proposed model to audit, in the hotel organization object of practical study of the investigation, let to a Regular behaviour of the Management of the Maintenance. The analysis of the results allowed the identification of the deficient functions within the audited areas, being these essential ones at the time of orienting the process of improvement in order to increase the performance of the technical services in the organization. All this process makes possible the establishment of the general hypothesis of investigation.
The determination level of correspondence of the results of an area with the function that this area plays within a hotel organization is a vital aspect to guarantee the path towards the excellence. In the present Diploma Work a model is developed to audit the behaviour of the Technical service area in the hotel “Villa Cojímar” from those factors that are considered determinants in the evaluation of the performance of this function, let’s say: administration of the maintenance, services of third parties, management of spare part pieces, evaluation and control, personnel and infrastructure. The practical application of the proposed model to audit, in the hotel organization object of practical study of the investigation, let to a Regular behaviour of the Management of the Maintenance. The analysis of the results allowed the identification of the deficient functions within the audited areas, being these essential ones at the time of orienting the process of improvement in order to increase the performance of the technical services in the organization. All this process makes possible the establishment of the general hypothesis of investigation.
Descripción
Palabras clave
Hotel “Villa Cojímar”, Ciego de Ávila, Gestión de Mantenimiento, Auditoría