Manual de funciones y procedimientos para el área de recepción y alojamiento, Colonia Vacacional los Pijaos

Abstract

The following degree work is based on an analysis and evaluation of the procedures that are carried out in the areas of reception and accommodation of the Pijaos holiday colony, to develop a manual of functions and procedures for such areas. This project arises from the need to define guidelines for the Organization, that allow to have more order and control in each of the procedures that should be developed in the areas of reception and accommodation; Likewise, seeks to minimize factors of dissatisfaction of the needs and expectations of our guests. For the development of the manual functions and procedure of the vacation colony the Pijaos, proceeded to make a diagnosis of the main processes that are developed in each of the areas, as a tool for data collection using a checklist, the which allows you to identify more clearly the shortcomings that arise, likewise allows to make a comparison of the processes and procedures which are against the minimum demanded by labour competency standards and sectoral technical standards Hotel. After completing the process of diagnosis, Manager profiles and functions are designed for each of them, achieving thus define tasks and responsibilities that facilitate the development of processes that must be performed in the areas that are working. Is finally designed the manual of procedures for the areas of reception and accommodation, which reflected basic activities such as make check in and check-out guests, meet the requests, complaints and claims; regarding the accommodation area establishes the procedure of cleaning of rooms, achieving thus standardize the procedures in the establishment.