Caracterización de los procesos relacionados con las actividades de operaciones y relación con el cliente del sector de alojamiento y hospedaje del departamento de Boyacá

Abstract

The economic reactivation of the tourist accommodation and lodging sector after the impact of the pandemic forces establishments to improve their practices and processes related to customer service to increase their income. Therefore, the present study aims to characterize the business processes related to operations activities and customer relations in the accommodation and lodging sector of the department of Boyacá. Reason for which a qualitative, descriptive research is proposed for the collection of information that allows analyzing the business behavior of the lodgings, reviewing the current situation and the way in which they operate in the tourism sector; Due to the type of intervention, it is a non-experimental-cross-sectional study. The instruments requirements map, process map, procedure model, RASI, Process Control Plan, control indicators and SIPOC will be used to complement the described methodology. It is expected to characterize the business processes related to operations and customer relations activities in the accommodation and lodging sector of the department of Boyacá.