Optimización de la supervisión operativa nocturna en Rydges: estándares, eficiencia y reducción de dependencia de llamadas.

Abstract

This project addresses the optimization of night operations at the Rydges hotel chain, located in Australia. The analysis reveals that the night shift faces multiple challenges: heavy workload for managers outside of regular hours, lack of staff and direct supervision, security risks, and frequent operational errors. These conditions lead to staff burnout, high turnover, and a decline in service quality. During the internship at Rydges, a detailed diagnosis of the night operations flow was conducted, revealing a weak structure and limited technological integration. Therefore, a comprehensive improvement plan was designed based on three pillars: technology, training, and organizational redesign. Strategies include the creation of a remote monitoring center, self-service check-in kiosks, a digital real-time reporting system, and task redistribution to reduce dependence on the "Manager on Duty." Additionally, staff training programs are proposed in critical areas such as emergency response, conflict resolution, and customer service. This approach seeks to balance operational efficiency with staff well-being, reducing errors, and improving the guest experience. The project also includes recommendations on pilot testing, protocol reviews, and KPI monitoring to ensure the strategies' effectiveness. Together, these actions will allow the nighttime operation to operate with the same precision as the day shift, strengthening Rydges' reputation as a leader in the sector.