Engineering process approach in the model management department for hotel operations

Abstract

Process management seeks to become a tool that facilitates hospitality companies to implement specific actions that allow them to direct their management towards the achievement of objectives, goals, and clear indicators, as well as to establish procedures, standards, and fundamental processes that guarantee the delivery of high-quality services. This research aims to present a proposal for a process-focused management model for hotel operations, applicable successfully to any hotel organization. The study was conducted through a feasible project research, with a descriptive design, where the sample studied consisted of fifteen (15) hospitality experts from the states of Nueva Esparta, Distrito Capital, and Falcón. One data collection instrument was applied using the Delphi methodology, identifying the main operational and management areas of a hotel establishment, as well as the key processes that must be supported to achieve efficient and effective management. The results allowed for the design of a management model under a process-oriented approach, considering the recommendations of the experts consulted in the hotel industry, ensuring optimal conditions of organization, equipment, quality, and safety in the same.