Introduction
Given the evolution of the international economic environment characterized by a strengthening of the market, an acceleration of changes, an increase in both internal complexities (new information technologies, new products, new professions, new skills) and external; To survive, companies must increase their competitiveness, strengthen their flexibility and improve their results through the constant search for new ways of managing production and services.
In the Cuban context, this reality is no different, from the perspective of its national peculiarities, so in order to successfully insert itself in the world economic context, the country has been projecting itself towards a new high-performance business management model for the State Company..
The purpose of the study of the processes is to identify and document the fundamental processes of the organization, so that they allow their analysis, redesign and control for the application of continuous improvement.
Varadero is the main tourist center in the country, which has seen all its operating indicators substantially multiplied in that period, already as one of the most recognized destinations in the Caribbean, with a varied number of organizations destined for the world of services.
In summary, and on the basis of different definitions, the company can be conceptualized as a social organization that uses a great variety of resources (financial, material, technological and human) to produce goods and services that they offer to the market and have for end a certain objective, which can be profit or the attention of a social need. Every organization encompasses a wide range of people and mutual interests, coordinated by an administrator with commitments, who makes decisions in a timely manner to achieve the objectives for which they were created.
Within the business applications, there are:
1. Create, develop and publicize the company's system to all members.
2. Make each member of the company aware that it is a social organization.
3. Properly manage each resource of the company.
4. Positively guide the conversations that take place in the company.
5. Encourage commitments that positively contribute to the improvement of the company.
Development
Taking awareness of the above, organizations have reacted by enhancing the concept of the process and its management, with a common focus that is to work with a vision of the customer as an objective. In this way they act more effectively when all their interrelated activities are understood and managed with a process approach and in a systematic way.
The processes are not created, they are present in the organization and in this initial phase, the task is limited to detecting and listing them. There is also no "catalog" list of processes, therefore it is up to each organization to determine its own processes based on:
1 your customers.
2 the nature of their activities.
3 your strategy.
The Apartments Department (Rooms, Housekeeper) contributes in a special way to shaping that perception of hygiene and safety that the client must conform to during their stay at the hotel.
The Apartment Department (Rooms, Housekeeper) is the one that takes care of welcoming the client and giving him accommodation and comfort.
COMFORT = CLEANING + COMFORT + SAFETY
Within the area process, several activities or sub-processes stand out, which enable the achievement of comfort in the preparation, cleaning and conditioning of areas and rooms, among which supervision occupies an important place.
The Supervision, according to the Etymology means "to look from above", which induces the idea of a global vision. On the other hand, in its most proper concept, supervision is a process by which a person who processes a wealth of knowledge and experiences, assumes the responsibility of directing others to obtain results that are common to them.
Supervising the cleaning of rooms and areas effectively requires, planning, organizing, directing, executing constant feedback. It requires constancy, dedication, perseverance, being necessary to possess individual characteristics in the person who fulfills this mission.
The supervision of rooms and areas is a technical and specialized activity, whose main purpose is to rationally use the factors that make it possible to carry out the cleaning work processes.
The objectives of supervision are:
• Ensure compliance with the cleaning standards of rooms and areas established by the brand.
• Improve the productivity of waitresses.
• Develop optimal use of resources.
• Obtain adequate profitability from the cleaning activity.
• Constantly develop waitresses in a comprehensive way.
• Monitor the attitudes of waitresses.
• Contribute to improving the working conditions of waitresses.
Good supervision demands more knowledge, skill, common sense, and foresight than almost any other kind of job. The success of the supervisor, to a large extent, determines the success or failure of the Flooring Department's programs and objectives.
The deployment of the process approach for supervision must be based on knowing how to identify, evaluate and propose the appropriate design so that the activities of checking the cleaning of rooms and noble areas are managed as a process. This approach recognizes that variability is present in everything around us and in everything we do and that quantifying, controlling, and reducing variability provide opportunities for insight, improvement, and business success.
The following elements should appear within the plan of measures for the deployment of continuous improvement of supervision:
The state of cleanliness depends to a great extent on the work of the supervisor as a trainer, in the face of those waitresses who present greater difficulties in carrying out their functions, making them feel alluded to when the result of a supervision in the department is discussed.
Supervisors must always separate moral commitments from work commitments.
The supervisors must be part of the provider of solutions to unforeseen problems that occur in the company.
The supervisor must take into account the check list that defines the final evaluation of each waitress when being supervised, which would help to carry out fair evaluations and according to the results of the work.
Conclusions
To ensure the deployment of the process approach, it must be ensured that the space between the existing situation and the required situation has been divided into stages, the tasks to be carried out to move from each stage to the next have been established, and it has been guaranteed that all members of the project team and the organization understand the common goal to be achieved.
The implementation of the process approach in an organization is a high purpose, where different values and cultural aspects must intervene that allow the achievement, not only of the proposal and execution of a process management and improvement procedure, but that this procedure and improvement be a significant contribution to the success of the service in the company.
Logic imposes that all the processes destined for supervision cannot be improved simultaneously, since the steps destined to this activity must be carried out based on the priorities and planning of the work, the relevance that each one of them has for the achievement of the objectives of the organization.
It is important for this management to know how to determine the input elements related to the service requirements, among which are:
a) functional and performance requirements.
b) applicable legal and regulatory requirements.
The entity must take actions that make it possible to eliminate detected difficulties and enhance achievements to provide a short and medium-term solution to undesirable situations in the supervision process, establishing procedures that allow:
• Review the non-conformities detected, including customer complaints) and potential ones available for specific solutions. Determine the causes of non-conformities.
• Evaluate the need to take action to ensure that non-conformities do not reoccur, or to prevent their occurrence.
• Determine and implement the necessary actions, based on the systematic control of the areas.
• Record the results of the actions taken.
• Review the corrective actions taken.
Supervision impacts customer satisfaction and contributes to configuring a favorable perception about the service hygiene attribute, whose importance is growing. Supervision is a good opportunity to educate and stimulate good job performance in your subordinates.
Bibliography
1. Albrecht, Kart (1990): The Revolution of Services. Editorial, Business Series.
2. Beil, Drake. (1994): Practical solutions to succeed. Editorial Mc Grown Hill, Mexico.
3. The Challenge of Quality, Text, Ministry of Tourism (1996).
4. Gronroos, C. (1994) Marketing and Service Management. Management of moments of truth and competition in services. Ed Díaz de Santos, SA Madrid.
5. Hotel Quality Standards Manual (1996). Mintur. Reig Dione. (1995): Challenge to Change. Editorial Me Graw Hill, Mexico.
