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The objetive of the actual work is to redisign the conceptualization of the Club Amigo brand of the hotelier group Cubanacan, from the perspective of the animation, taking into account the brand phenomena, somewhat looking for a position to a product-service that is what differenciate us to the competition and is no other that aur strengh expressed in benefits and atributes in our behalf, in this way the aplication of methods and syntexs, induction and deduction, historical-logical, bibliographic revision and cocumental, as well as the direct observation, the encuesta, the interview, thr experts criteria statistics techiques on a matematics such as the sampling, frecquence analysis, the espertisse coeficiency, charts and graphies, allowed to determine the intangible benefits and attributes that favour the redisign of this brand to be identified by the clients and it differenciates from the other brand of the hotels group. [ABSTRACT FROM AUTHOR]

The objective of this paper was to structure a hotel management model for the senior hotel in Manta city, Ecuador. The methodology applied consists of three stages. First, the characterization of the current state of the hotel establishments, the description of the management processes in the accommodation centers and the definition of the documentary structure of the hotel management model. The techniques applied were surveys, interviews, statistical analysis, SWOT matrix, Analytic Hierarchy Process and technical sheets. The results found are based in the management model and the its generalities descriptions related to the vision, mission and objectives, the definition of the functional structure, identification of the hotel processes with positions and functions, a timetable for the implementation of the proposed model and control indicators for the development of management in the senior category. In a specific way, the benefits of the use of the proposed model as an effective tool adapted to the characteristics of the management and internal processes in these kind of hotel establishments of the city of Manta, allowing the optimization of the available resources and the improvement of the hosting services. [ABSTRACT FROM AUTHOR]

Generally, the traditional techniques used in the diagnosis of tourism processes do not efficiently use the available data in the current information systems. In addition, they are expensive in time, material and human resources, little exhaustive and offer a partial and incomplete view of business processes, which hinders decision-making. With the tools of process mining it is possible to use efficiently the data stored in these systems to discover, follow and improve -in a fast and objective way- real tourism processes; however, the application of process mining in practice is not trivial. For this reason, at the Horizontes Los Caneyes hotel (Los Eucaliptos Avenue and Circunvalación, Santa Clara, Villa Clara, Cuba), a study was conducted with the objective of designing a procedure for the diagnosis of business processes in the Cuban tourism company. The application of the proposed procedure allowed to obtain valuable information and concrete improvement ideas. [ABSTRACT FROM AUTHOR]

The objective of this research was to summarize the results of a consultancy carried out in the Joint Venture Hotel Saratoga S. A., (Havana, Cuba) in order to design and implement its strategy (2013-2017), based on a balanced scorecard. For that purpose, the Management Staff of the hotel was trained and then a diagnosis was applied, in which different tools were used (plenary sessions, interviews, meetings, and field visits). Brainstorming and problem tree were also used, to identify the main difficulties. The institution's strategy was updated, using a modern approach that allowed to translate it into concrete action indicators, which were automatically monitored through the balanced scorecard. [ABSTRACT FROM AUTHOR]

The achievement of performance evaluation processes, which prove that the individual performance contributes to the organizational strategic performance, constitutes a challenge for the entities. In tourism organizations there is not unity between both performances, or links among human resources, the strategy and the management indicators. Thus, the objective of this study was to explain the procedure for evaluating the individual performance based on competences, which allowed to align the individual, process and organization results; as well as to obtain an operational balanced scorecard at strategic, tactic and operative level. This procedure was applied in the Brisas Guardalavaca Hotel (Holguin province, Cuba), where the bases were created for the design of improvement actions, through the processes of reward, training, design of work systems and other technical-organizational connections of the human capital management system. [ABSTRACT FROM AUTHOR]

The objective of the research was to propose stimulation strategies to improve the organizational climate and member performance of the El Galpón Internacional hotel in the Chimborazo province (Riobamba city, Ecuador). The methods used were: inductive-deductive (theoretical), observation and document analysis (empirical). A survey was also applied and the 13 people who made up the sample were interviewed. It was shown that there are different points of view at the hotel levels (executive, managerial and operational), and that the organizational climate is an aspect which can be improved, based on the establishment of stimulation strategies. [ABSTRACT FROM AUTHOR]

The objective of the research was to develop a procedure to evaluate customers' satisfaction with the hotel services. It has four phases, five stages and ten steps, and was partially applied in an all-inclusive hotel in the eastern region of Cuba. Specific indicators were designed to calculate customer's satisfaction and determine expectations and perception of hotel services. The data were processed through univariate and multivariate statistics. The review of the theoretical bases of quality management with hotel services allowed to verify that customer's satisfaction is directly related to the performance of the facility, and is the main proof that the offered services fulfill the quality requisites. The designed procedure and the proposal of the system of indicators allow to evaluate the quality of hotel services, analyze the deficiencies and propose solution and improvement alternatives. [ABSTRACT FROM AUTHOR]

In Cuba, the search for the adjustment or correspondence between the individual performance evaluation and organizational performance has become an enterprise challenge in the environment of human capital management, particularly in tourism organizations. That is why this study was conducted to explain the functions of strategic behaviors in the competences of hotel staff as aligner element between both variables. The conceptual model used offers the theoretical basis for the development of the methodological and practical actions in the evaluation of individual performance. As a result the main variables that condition performance (strategic objectives, mission, vision, strategic behaviors in the competences, organizational and technical conditions, environment and the performance of the processes) were recognized, which were shown through the balanced scorecard, allowing the connectivity in the management indicators, at its different levels (strategic, tactical and operational). [ABSTRACT FROM AUTHOR]

The objective of the research was to propose an action plan to improve the management of advertising in the Villa El Bosque, which belongs to the Islazul Hotel Group in Holguin province. Theoretical methods (historical-logical, analysis-synthesis and inductiondeduction) and empirical methods (bibliographical analysis and document analysis, participant observation, in-depth interviews and surveys) were used. The action plan was elaborated according to the results of the advertisement diagnosis carried out to know the main weaknesses, strengths, threats and opportunities that the Villa presents. This plan contributed to exercise professionally the advertising activity and encourage the search for the efficacy conferred by its good exercise. [ABSTRACT FROM AUTHOR]

One of the current trends in the hotel industry has set up a series of actions that focus on the management of social responsibility (SR). Therefore, the objective of the research was to carry out an exhaustive review of the literature related to the different concepts that are used to define SR. The impact that SRcan have on the sustainable management of tourism accommodation companies and how this concept has evolved in the practices of companies in Ecuador were also analyzed. Different databases were consulted (Proquest, EbscoHost, SciELO and Latindex) and the following methods were used: analysis-synthesis, induction-deduction and historical-logic. It was proven that it is possible to make a substantial change in the companies, and that their members can adopt a more conscious behavior, to be socially responsible and to improve the living conditions of the different nuclei of the population. [ABSTRACT FROM AUTHOR]

The objective of this research was to elaborate the job profiles by competences of the hotel animation process, to implement the Integrated Management System of Human Resources according to the NC 3000/07. The experts' selection method, as well as the Delphi and Kendall methods, was used to select the distinctive competences of the hotel animation process and its job positions. The applied techniques were: brainstorming, questionnaires and document review, which contributed to the elaboration of a handbook of job profiles by competences. The general data of the job, mission, requirements, physical and personality requisites, along with the job competence matrix, were established; and it was proven that the conceptualization of competences allows to establish a channel of communication between the staff and the entity, benefitting the workers and managers. [ABSTRACT FROM AUTHOR]

This research was aimed at defining a methodological procedure, with a strategic and general character, that would contribute to the training process in negotiation for managers of hotel complexes, and to the efficiency and effectiveness in the management of this type of entity. Document analysis, analytical-synthetic methods and inductive-deductive methods were used, as well as team work, interview and questionnaires. The proposal was validated through the experts' opinions and put into practice in the hotel complex Los Caneyes, of the Cubanacan Group in Villa Clara. It was proven that the procedure proposed met 91% of the studied criteria and that it was updated, flexible, easy to apply and comprehensive. [ABSTRACT FROM AUTHOR]

The objective of the study was to elaborate a procedure based on a preventive approach for the identification and solution of failures that directly affect the client and hotel entities. The tools and techniques used were: method of experts, the Hierarchical Analytic Process Method, process mapping, descriptive statistics, matrices and the method of the perceived value to calculate indexes. The process approach and risk management were also used to analyze the alignment of the processes under study with the objectives of the organization. The three elaborated procedures allow to manage the modes and effects of the service failures, based on a preventive approach, which reduces, attenuates or eliminates the probability of failure occurrence risk. [ABSTRACT FROM AUTHOR]

Present it entitled investigation procedure to determine the costs of quality. hotel case study was accomplished in order to offer the directive and interested specialists and specially to tourist entities's personnel of the apartment of quality and economy a procedure that he be able to determine the costs of quality through tools of steps and that they permit taking them decisions in relation to the costs that generate a bad quality in services. It consists of four stages, which display in detailed steps metodológic themselves. It leans on a set of methods and statistical and steps tools that they permit determining and registering the costs of quality for processes, particularizing in the elements that object of study, what the overtaking in tourist hotel services improves intervene in the sequence of these at the entity. [ABSTRACT FROM AUTHOR]

Process mining is a research discipline that provides techniques to discover monitor and improve processes in organizations. This discipline has many applications in hotel management, thanks to the hotel management systems. In the Cuban hotel sector, one of the most used hotel management system is ZUN Suite, which registers data related to the stay of the guests in the hotel. This research analyzed the event logs extracted from the system ZUN Suite in Hotel Club Amigo Atláintico Guardalavaca to determine deviations of the processes related to the module Front Office from the system ZUN Suite and establish possible causes for subsequent internal analysis. The research has established that the hotel hasn' t a correct management on the computerized processes related to the stay of the guests in the hotel and discovered the vulnerable points in the daily work routine of the front desk department. [ABSTRACT FROM AUTHOR]

An investigation was conducted in Pastaza (Ecuador), with the aim of designing a method for diagnosing the functions of management of human resources of the hostelries, due to deficiencies in the tourist service of the Ecuadorian Amazon. The procedure was applied in seven lodges in the region, and results showed that it could be considered a methodological solution, as conceived characterization, diagnosis and intervention strategies - through appropriate by the process of human resources management. [ABSTRACT FROM AUTHOR]

Application of Information Technology and Communications (ICT) are particularly important in the current development of the hotel. It is convenient to evaluate and continuously improve their implementation on site. This article presents a critical review of some of the main published scientific works and a process for the evaluation and improvement of ICT in hotels proposed. The proposed procedure consists of 3 phases, 4 stages and 10 steps. Its material respects the confluence of the characterization of the entity, the diagnosis of ICT, its evaluation by employees, managers and customers, as well as proposals for improving and monitoring. [ABSTRACT FROM AUTHOR]

The complexity of the current world in which the organizations are developed, determine that the form of acquiring competitive advantages and sustained benefits in the long term is associate more and more towards the identification, measurement and management of intangible elements, and not infocus, as in the past, in the possession of the tangible assets. For the importance of the tourism sector, specially the hotels business in the Cuban economy, it appears as the objective of the investigation to elaborate a conceptual model for the identification of intangible elements that permit to obtain the necessary information for taking decisions in the hotel management. As the main result, was obtained a valid framework for the Business management, by offering a proposal of intangible elements grouped for components and dimensions, which must be promoted for the importance of these in the feature of the service and consequently in the generation of proficts. [ABSTRACT FROM AUTHOR]

Tourism is one of the main sources of income for the Cuban economy which is threatened by restrictions determined by circumstances that force to promote the right use of the available resources. Therefore, the quality management in all hotel facilities is an important theme for the accomplishment of the satisfaction of the costumers. A vital parameter to take into account in this theme is determined by the cost of quality because they show those fails or flaws that occurred and that constitute reserves of efficiency; besides, its evaluation helps to increase the improvement programs. In the current research paper, an evaluation of the quality costs was carried out in a hotel located in the tourist resort of Varadero to support the proposal of actions for the improvement of the tourist trade. Regarding this it was determined that the total cost of the quality was $ 2 959 187,31 (that represented 13% of the sells) with, 23,7 % linked to the prevention, 2,5 % of evaluation and the rest 73,8 % due to fails. The annual cost for lost costumers and the replacement cost accumulated a total of 90,4 % of the lost, for this reason they were the priority of the actions proposed for the improvement. [ABSTRACT FROM AUTHOR]

This research work proposes a strategic management model in one of tourism agents, such as the hotel industry. In order to accomplish this objective, the different existing management models are analyzed and applied worldwide to design a strategic management model that contributes both to improve hotel services and the city promotion to attract national and international tourist, and thus enhance the city as a tourist destination. The methods used in this research are: document analysis, questionnaire and interview, gathering Decentralized Autonomous Government data of the Ambato Municipality and the leading hotel companies of the city. The research results reflect that it is important to develop different activities to improve the efficiency and quality tourism service in the hotel infrastructure, for which it is necessary to: improve hotel infrastructure, staff training, use of human talent management with expertise in tourism, and communication (internal and external) customers, increase strategic alliances with other tourism stakeholders to promote tourism. [ABSTRACT FROM AUTHOR]

The investigation developed for the sake of analyzing the dishes presentation in a hotel restaurant menu in order to contribute to the improvement of its gastronomic offer. The main techniques and tools used as support for obtaining the results were the menu engineering, by means of a womb MUTI modification and Microsoft Excel for the automation of the proposed tool. All these tools were backed up by the analysis of documents and the control of commands of the months of October and November 2014 in the restaurant, which were defined as sources of primary information. As a result of the investigation, an automated tool for the realization of the menu engineering was proposed, based on the cost and popularity of the dishes. The proposed tool accomplishes the classification of the dishes from its position in nine quadrants, determined by the limits defined for the cost and the popularity. The behavior of every product was described, and improving actions to the actual restaurant management were formulated. [ABSTRACT FROM AUTHOR]

The objective of the investigation was to determine the attributes that the clients keep in mind for deciding the purchase of touristic products. The analyzed information was obtained by means of the consultation of the main digital sites that promote these products, and through the application of surveys. The assessment of the obtained data allowed the identification of the most important attributes that impact in the election of the clients' purchase. They were also characterized according to the most outstanding attributes, the main market segments, and according to the place of origin and the trip company. The results of this investigation are relevant for the commercial administration of the hotels: Brisas Guardalavaca and Club Amigo Atlántico-Guardalavaca. [ABSTRACT FROM AUTHOR]

Currently inside the environment in which enterprises unwind the intangible elements that add value to products and services are based on knowledge. It is not a matter of how much knowledge circulates, but rather it's the use given to it what permits the design of products, interpretation of client wishes, innovation, etc. Knowledge Management (KM) constitutes a tool that beginning with its processes -- identification, acquisition, use and retention -- eases the transmission of the 'know -- how' from foreign to Cuban hotel chains. The existing investigation's objective is to design a program that assures the transmission of the 'know -- how' from the Sol Meliá chain to Cuba in the kitchen area of a certain hotel. Results were achieved through the use of methods and tools such as questionnaires, interviews, observation and expert consultation, this methods enabled the evaluation of hotel positioning regarding Knowledge Management, with the use of these methods an ability profile of the chef was created and also a program for the transmission of the „know - how' was proposed in this area. [ABSTRACT FROM AUTHOR]

The investigation was accomplished in the Hotel Meliá ¨Las Antillas¨ in Varadero. his principal objective attended to draw marketing strategies that they favor a later development of this tourist product through making a critical analysis of present-day scientific about the tourist marketing and the company's evaluation of the internal and external surroundings and day boy applying techniques fact-finding commercial. They used methods fact-finding:observation and interview, tools for the problems solution like ideas´s storm,expert method, Kendall Coefficient, and Dócima Chi Cuadrado, as statistical method that ratifies the validation once was made as; techniques fact-finding commercial such as the womb BCG, the womb General Electric and the womb DAFO. [ABSTRACT FROM AUTHOR]

Considering the importance that has the tourism for a lot of countries and particularly in Cuba where it is worked up intensely in the diversification and the development of the tourist offer takes effect this research, that has as a general objective: To evaluate the attributes that characterize the services of restoration in a touristic installation. As a main result of the work it finds the adjusting and application of a procedure to measure and improve the attributes that characterize the services of restoration in a hotel. In the frame of this investigation they managed to integrate a collection of tools that they contribute to give fulfillment to the objective of the investigation proposed in the restaurants studied inside the hotel. Some of the used tools were: Opinion polls, interviews, brainstorming, methods of experts, statistical techniques, Kiwiatt's diagram and matrix ImportanciaAdecuación. Furthermore, they were used different software like: Microsoft Word, PaqueteEstadístico SPSS 12 and electronic Tabulador Excel. [ABSTRACT FROM AUTHOR]

The Evaluation of the Administration of the Technology and the Innovation in the process of the SPA Boutique of the Hotel Sandals Royal Hicacos Resort and SPA like essence of the present investigation, had as fundamental objective to apply an evaluation procedure and it improves of the Administration of the Technology and the Innovation GTI in the SPA of the Hotel Sandals Royal Hicacos Resort and SPA that contributed to the improvement of their administration in the services that he/she lends through the proposal of improvements before the results obtained before the problem of presenting difficulties in the provisioning of teams and matters cousins and necessary materials to lend the service caused by problems in the administration comercializadora. It is centered in the application of the procedure in their partiality, supported in dimensions and their indicators for the evaluation of the GTI, the later evaluation through established indicators, allowed to reach the conclusion that the commercial administration in the technology of the process SPA is low and that innovative culture doesn't exist in the participants and directive of the process. [ABSTRACT FROM AUTHOR]

The study was conducted in seven hotels belonging to the chains of the Ministry of Tourism and understood basic objective to investigate the situation of technique, technology and the level of preparedness of human talent employed in the business of hotel subsector in the main pole Cuban tourism to engage in online management of their tourism entities. For the analysis different methods were in use, between them the direct observation in the working place, the surveys, interviews and informal conversations with the principal actors of the tourist offer, as well as with clients, for knowing the level of return of the investment in the use of the technologies of the information and the communications. The results demonstrate a technical and technological lag with respect to the advancement of information technology in the tourism sector globally and regionally. The assessment of the preparation of specialized human talent that allowed the author to consider the potential techniques currently available are not sufficiently exploited in the tourist business, from a lack of "know-how" in actual practice and commercial specialists of those leading this activity. [ABSTRACT FROM AUTHOR]

This work has the objective to expose a group of actions directed to increase the illumination efficiency and decrease the use of the electric energy in the Breezes Varadero Hotel. These actions are based in some recommendations contained in Total Management Technics for the Energetic Efficiency (TGTEE) that helps to the control and the reduction of energetics indicators. In the work is explained the change of technology, calculated the obtained saving and the time that the investment is recovery. The applications of the actions shows a diminution in the use of the electricity and in the maximal demand necessary to contract to the Varadero Basical Electrical Organization. [ABSTRACT FROM AUTHOR]

The soon deterioration of the installation of the Group Diesel Electrógeno of the Hotel Paradisus Princess of the Sea and the increment of the maintenance expenses evidence the impact of the anticorrosive design problems and of the corrosion in metallic structures; influencing in a decisive way the aggressiveness of the environment and the inadequate practices for the anticorrosive protection, evidenced by the digital picture and for the International Norms. The results obtained in the investigation, demonstrate that the influence of the marine aerosol together to the inappropriate anticorrosive designs, the faulty used protection systems and the lack of the personnel's preparation, they are the fundamental causes in the reduction of the time of useful life of the metallic structures of this installation, increasing the expenses therefore every year and influencing in the environment. [ABSTRACT FROM AUTHOR]

Every day is more necessary that the companies they opt for better management systems that it allows them to achieve the increment of its utilities and revenues, for what the directive will have solid knowledge of the human behavior. The objectives of this work are in the first place to evaluate the relationship that settles down among the internal client's satisfaction toward the work that carries out and the capacity explicatoria of this variable in the behavior of the internal client's loyalty with their organization, as well as the statistical and computer (software professionals) employment of tools of character. In the concrete case of this investigation they are sought to measure two inherent variables / characteristic to a process of the internal client's management, what locates us in the parameters of the Method for the Solution of not structured Problems. The main results are given in demonstrating that a positive correlation exists between the internal client's variable satisfaction and its loyalty with the organization, as well as to strengthen the fact that the key element is the work with other people. With these results it will be explained and predict the factors of the acting of the employees, of their productivity, of the creation of value for the client, as well as of their attitudes, labor satisfaction and loyalty to the organization. [ABSTRACT FROM AUTHOR]

In the current scenario, increasingly more and more competitive, the benefits of the marketing plan in hotel management is started to be more valued. The current situation of transit hotels destination Villa Clara dropped as a result, poor planning in the commercial activity, prevailing empiricism and operability. Thus, the proposal presented comes from the need to develop a new process for the preparation of the marketing plan in these hotels, considering that in the consulted literature although there are extensive contributions around this issue, there is a lack of appropriate procedures according to the particular characteristics of such hotels, which makes it more required the use of practical methods and techniques based on real possibilities of management, so that allows the increased flow of tourists and profits steadily. [ABSTRACT FROM AUTHOR]

This research aims to propose a method to obtain a detailed description of the supply of the Complementary Services extrahotel in touristic destinations, both from the point of view of the characteristics of the supply (quantity, variety, specialization, appealing) and its relation to the location in the touristic destination (with horizontal, vertical and spatial), so as to contribute to decisions made by the specialist in charge of planning the touristic destinations. Also this research proposes three indicators proposed horizontal approach taking into account the relative supply the complete destination, which together with the analysis by areas gives a spatial approach to the analysis and, finally, be possible to validate the procedure proposed in the resort of Varadero. Among the techniques used are collecting information through technical specifications, designed to meet the research objectives, information processing through Microsoft Excel. [ABSTRACT FROM AUTHOR]

This paper encompasses the main elements of the research and contrivance of a new technology for the Technical Service process management at the sun and sand hotels. On the process of the investigation the general features of this issue were analized theoretically. It was empirically assessed on the practical object of the investigation, and on its application by a group of experts. All this favored the shaping of a theoretical model that is supported by sustainability, participation and integration pespectives with a multidimensional focus that contains three essential dimensions concerning the Technical Service process: the environmental, the technological and the social one. This model assists the demands of the current resort context and lay the foundations to endorse the procedures of its management, while integrating, shape up the proposed technology. Results of its application at Guardalavaca Beach Resort in Holguín are also present in the paper. [ABSTRACT FROM AUTHOR]

The evaluation of the acting applied the workers of the sector of the tourism is of particular importance in the results of each entity: it needs to know how the personnel acts, what goals they have reached, how their knowledge, his exemplariness and the acquired values grow; for what is of vital importance to know the worker's satisfaction with the work that he carries out so that this way good results are achieved. They are few the studies carried out for that reason in Cuba that infer on procedures for the evaluation of the worker's acting in the hotel sector, by means of this article are sought to show a logical sequence and ordinate of the stages, phases and steps of the elements to keep in mind for the development of this activity. [ABSTRACT FROM AUTHOR]

El siguiente trabajo, titulado "Implementacitnnn del Procedimiento de Evaluación y Control de la Gestión del Mantenimiento en las Cadenas Hoteleras Cubanacán, Gran Caribe e Islazul en Varadero, mediante Estudio de Casos" se desarrolló en el Polo turístico de Varadero, en el período del segundo semestre del 2011, con el objetivo de implementar el "procedimiento de evaluación y control de aspectos ponderados y evaluables" (Fernández Arenas, 2009), referente a la Gestión del Mantenimiento mediante un indicador general, en los departamentos de Servicios Técnicos de hoteles. Para el cumplimiento de la investigación se utilizaron diversas técnicas y herramientas, entre ellas se encuentran el análisis de documentación, aplicación de cuestionarios, observación directa, entrevistas, métodos estadísticos y la utilización del "Procedimiento de Evaluación y Control de la Gestión del Mantenimiento"nteam. Estos análisis se complementarán con el uso de MS Excel 2011. Con esta investigación se efectuó la evaluación de los indicadores de mantenimiento establecidos y se obtuvo el IGGM, permitiendo conocer que los mayores problemas en las Cadenas Hoteleras se encuentran en los Indicadores de Costos, Informatización, Medio Ambiente y Efectividad de los Mantenimientos. Se apreció que el IGGM obtenido en cada hotel muestra que la Gestión del Mantenimiento efectuada en los mismos, se encuentra valorada de BUENO para un 93% de la muestra evaluada. La mayoría de las Cadenas Hoteleras existentes en Varadero gestionan el mantenimiento con un perfil BUENO, pero se tiene que mejorar para alcanzar la condición de ÓPTIMO. [ABSTRACT FROM AUTHOR]

This paper presents an experts' assessment made by applying the Delphi method to the selection of the indicators of the Skandia model for measuring intellectual capital with higher possibilities of integration into a methodological procedure to be applied in hotel companies. Out of the 85 indicators of the Skandia model, selected by the author according to the interest groups of the research, the experts considered that 26 of them can possibly be applied to Cuban hotel companies, thus representing 30,5% of the total. In terms of groups, the highest percentage of acceptance corresponds to the one dedicated to clients, and the lowest to the renovation and development one. [ABSTRACT FROM AUTHOR]

In this work it realizes one description around principal characteristic of the environmental performance evaluation in hotel. Beside the authors explain the results around the use of indicator to obtain "EL Reconocimiento Ambiental" of the Cuban Republic by hotels from Varadero. Finally it refers some results to the application of the environmental indicator to identify, what environmental aspect priority must be in this companies. [ABSTRACT FROM AUTHOR]

There are several investigations on the structure of entrepreneurial financing which define theories and methods on this controversial subject matter. Since Modigliani's and Miller's studies to the present-day traditional theories. All of them coincide in that factors that intervene in the theme exist. Taking the above into account, cost is analyzed first together with the performance in the financial structure, secondly the extreme positions are examined, and classical theoreticians as well as the most present-day classification and some modern jottings on the subject matter, at a later time the studies that have come true in Cuba to find an optimal financial structure in the public sector of economy all explain by themselves, and the possibility of application of these at emerging sectors as Tourism is it, where exists proprietary different kinds, therefore, the objective of work is : Identifying the factors that intervene in the studies of financial structure appraising the application of these in the hotel mixed enterprises Cubans. [ABSTRACT FROM AUTHOR]

The article has an objective to determine the elements of the organizational culture that mediatize the acting of the workers and directives in the tourist facilities installation of Jardines del Rey destination. It is carried out using the qualitative methodology, in this way three stages are proposed using theoretical and empirical methods as well as the following ones technical: historical-logical analysis of the bibliography related to the thematic one, revision of official documents, interviews workers, singular interviews and technics of groups to directives, as well as observation to the acting of the employees. The sample, selected by 12 members of the Council of Managers of the Hotel and 81 representative workers of all the departments. It was obtained as conclusions the determination of the beliefs, values, norms and attitudes that are part of the organizational culture in the tourist installation, as well as that these elements mediatize the acting of the workers of the installation. The intrinsic relationship was demonstrated among the elements of the organizational culture and it showed the existence of underlying elements in the culture of the organization that they were not clearly appreciated by the workers and directives of the same one. [ABSTRACT FROM AUTHOR]

This research is about a procedure that allows to develop strategies on reverse logistics of the main waste products generated in small and medium size hotels (PyMITH). Begining with a diagnosis of environmental behaviour which includies determining an indicator of overall evaluation. This allows to know which is the environmental situation in these institutions. It also reveals what is the main generated waste. The used methods were based on a theoretical analysis of the conceptions of the most current available national and international literature. For the development of the research several techniques to obtain information were applied such as direct observation, surveys, interviews, group's techniques, analysis of documents and records. The study is an important tool for assessing the environmental performance of facilities in the Cuban tourist sector; a proper application provides the same improvements in the competitive business in achieving proper management of wastes that are emitted to the environment. [ABSTRACT FROM AUTHOR]

The tourist sector contribuyes with important revenues to the Cuban economy, where the tourist area of Varadero, only represents 42,6%. This fact sets it among the first places of the nation. However, one of the big problems today in this branch is the application of work norms related to the service activity, which have been implanted in an empiric way without a scientific demonstration based on the current work conditions and the capacities of people for the development of the activities existing. The Ministry of Work and Social Security has given to know. Resolution 26/06 aimed at the development of the organizational studies in the entities with the purpose of solving the problem before mentioned. The work presents a procedure for the determination of the norms of service activity in the hotel sector, which has already been applied in some areas like: house keeper and gastronomy departments of some hotels located in this tourist center. [ABSTRACT FROM AUTHOR]

This paper analyses the importance of the treatment of woman values to achieve a best attitude from the staff of the tourist sector, specially in the hotel activity. The analysis of the strategy set by the Ministry of Tourism, the Corporative Philosophy of Sol Melia and the Quality Policy of one of is most emblematical hotels in Cuba is taking as a reference. A procedure to achieve human value formation and development in the staff is proposed in order to accomplish a high quality service corresponding to the principles and proposals of the Cuban Revolution. As a starting point three main levels are taking into consideration: what is established, the objective and the subjective elements, together with the definition of strategies and general actions that could be implemented by the organizations. This procedure applies to all levels of the Ministry of Tourism as well as to any other organization of our country or from any nation. [ABSTRACT FROM AUTHOR]

The present work proposes a general procedure in order to evaluate actions that depend on aspects, which will have different importance and which they will be graded. In the procedure different techniques to apply are proposed namely: the interview, the use of the Experts Method and the coefficient of Kendall, the use of the Delphi Method and the application of the Procedure of Hierarchical Analysis AHP of Thomas Saaty. Approaches are offered for the elaboration of an evaluation key. All the above-mentioned is carried out inserting examples taken from of a project developed in the Hotel Sandals Royal Hicacos, in a view of creating the evaluation procedure for the Maintenance Management for SSTT at this hotel. [ABSTRACT FROM AUTHOR]

This article focuses on the implementation of an ABC / ABM to determine costs. The main objective is to provide better information for management and costing of each activity and to facilitate decision making by managers. This system is implemented in the process A + B, which calculates the cost of a bar and a restaurant, taking into account the three elements of cost: direct materials, direct labor and indirect costs of manufacturing variables, addition to the duration of the same cost as a key inducer. [ABSTRACT FROM AUTHOR]

Process management is a challenge for tourist entities which need to get involved in international economic levels. This article presents a "General Procedure for the Organizational Design and-or Redesign based on Process Management" proper for Cuban entities. The starting point for this conception is a bibliographical analysis and the use of adequate tools and techniques for the procedure. Expert criteria is used to validate the procedure as well as its performance in Villa La Granjita Hotel in Villa Clara province. [ABSTRACT FROM AUTHOR]

Tourism in Cuba is a very healthy branch of economy; that is the reason why optimization of services and computerizing its processes become an indispensable way to solve many difficulties that might be present. This paper proposes a system for hotel services reservations. The main goals of this system are: reservation, structuring, upgrade, conservation and showing information about these services in a dynamic and safe way. It is developed on Windows platform and it automates the reservation processes, facilitating visual information to the client about the offers. [ABSTRACT FROM AUTHOR]

The complexity that distinguishes the hotel keeper system makes managers give special attention to the analysis of the different methods of management to achieve guest satisfaction and to get the success of the organization. This article presents the experience in the combined use of two methods of management to fulfill this purpose, the entail of the NC ISO 9001-2001 rule and the Negotiation by Process, which reflects the support and perfection of each one, taking into account the legal and scientific basis referred to the fulfillment of the demanded accomplishment by guests and the control, analysis and improvement of the involved process in an organization. [ABSTRACT FROM AUTHOR]

This research was carried out in a tourist resort and it approaches the necessity to use effective methods for the improvement of the processes so as to achieve the alignment with the managerial strategies. To such an effect, the procedure proposed by Nogueira Rivera...et al, (2004) is implemented as well as the formalization of a group of suggestions, procedures and approaches about the experience in the practical application and-or as a continuity in the development of investigation on this topic and especially for the selection of the key processes. [ABSTRACT FROM AUTHOR]

Technical Services constitute one of the most complex processes in the administration of hotels; however, their traditional vision is focused only on maintenance, so a better understanding of them is limited. The objective of this investigation is to achieve the comprehension of the hotel Technical Services from a perspective that integrates all their functions so as to facilitate their administration. In this investigation, the dimensions or axis of analysis of the concept and their categories were determined, thus allowing a better approach to the Technical Services, more over, the results obtained after the improvement of the system from this new perspective are shown. [ABSTRACT FROM AUTHOR]

This article approaches a procedure that includes the characterization of the studied object, the design of the mission, a strategic diagnosis based on the DAFO situational analysis, the DCG matrix, and the expert judgment among other techniques, as well as the projection of settings using the prospective technique. The central point was the declaration of a consequent and challenging vision which expresses the qualities that the entity tries to obtain based on shared values, planning of the general strategy, and the corresponding ones according to the objectives. Lastly, a control system of the strategic plan is included to guarantee the information flow and feedback. [ABSTRACT FROM AUTHOR]