Proceso de alojamiento en la Empresa “Hotel Los Caneyes” en correspondencia con las Marcas del grupo Cubanacán
Fecha
2013-06-24
Autores
Santana Yanes, Arigana
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Editor
Universidad Central "Marta Abreu" de Las Villas
Resumen
En los últimos años las empresas de servicios han tenido que adoptar nuevos
paradigmas para su gestión, a fin de garantizar los resultados empresariales.
Durante el Balance 2012 la dirección de calidad y desarrollo del grupo Cubanacán propone como línea de trabajo para el 2013, retomar la implementación del programa de las Marcas hoteleras, en función de elevar los estándares de calidad del destino Cuba. Con el redimensionamiento del sector turístico, se buscan alternativas que posibiliten compatibilizar las estructuras en función de reducir el personal de apoyo, sin afectar la calidad del servicio y el cumplimiento de los
estándares definidos para cada marca hotelera, dando cumplimiento al enfoque a proceso. La empresa Hotel “Los Caneyes”, que agrupa a las entidades La Granjita, Los Caneyes, Hoteles "E" Mascotte-Barcelona y Cubanacán América, inmersos en el SDGE, con un sistema de gestión de la calidad implementado, carece de una concepción documental a nivel de empresa que incluya el trabajo con las Marcas
y posibilite la integración. Es por ello que se plantea como objetivo general diseñar la documentación del proceso de alojamiento, específicamente el subproceso de regiduría de pisos, en la Empresa “Hotel Los Caneyes” en correspondencia con las especificaciones de los estándares y marcas del grupo Cubanacán. Se aplican métodos de investigación tales como: análisis-síntesis, revisión documental, observación directa, trabajo en equipo, utilización de lista chequeo a partir de los requisitos de las NC ISO 9000, NC127:2001 y las asociadas a las marcas hoteleras del grupo Cubanacan, diagrama causa-efecto, entre otros.
In the last few years service enterprises have had to adopt new paradigms so as to guarantee their results. During 2012 Cubanacan Annual Meeting and in order to upgrade the quality standards of Cuba destination the Cubanacan Quality and Develpoment Group proposed the implementation of the hotel brands Program, as a policy to be followed. Different alternatives have been sought in order to reduce the number of support employees, without affecting service quality and meeting the standards defined by every hotel brand, always focusing in process. Los Caneyes Hotel Enterprise comprises La Granjita, “E” Mascotte-Barcelona and Cubanacan America Hotels. They are all functioning according to a quality management system already implemented, which lacks a documental conception at the bottom of the enterprise including brands analysis and making the integration possible. That is the reason why the general objective is defined as designing the documentation of the lodging process, specifically the housekeeping sub process in Los Caneyes Hotel Enterprise, according to Cubanacan standards and brands. Research methods such as analysis-synthesis, document revision, direct observation, team work, cause-effect diagram and check lists -according to NC ISO 9000, NC127:2001 and the Cubanacan group requirements- were applied.
In the last few years service enterprises have had to adopt new paradigms so as to guarantee their results. During 2012 Cubanacan Annual Meeting and in order to upgrade the quality standards of Cuba destination the Cubanacan Quality and Develpoment Group proposed the implementation of the hotel brands Program, as a policy to be followed. Different alternatives have been sought in order to reduce the number of support employees, without affecting service quality and meeting the standards defined by every hotel brand, always focusing in process. Los Caneyes Hotel Enterprise comprises La Granjita, “E” Mascotte-Barcelona and Cubanacan America Hotels. They are all functioning according to a quality management system already implemented, which lacks a documental conception at the bottom of the enterprise including brands analysis and making the integration possible. That is the reason why the general objective is defined as designing the documentation of the lodging process, specifically the housekeeping sub process in Los Caneyes Hotel Enterprise, according to Cubanacan standards and brands. Research methods such as analysis-synthesis, document revision, direct observation, team work, cause-effect diagram and check lists -according to NC ISO 9000, NC127:2001 and the Cubanacan group requirements- were applied.
Descripción
Palabras clave
Gestión de Alojamiento, Gestión de la Calidad, Procesos Hoteleros