Process management in budget hotels with a strategic approach in the Manta canton

Abstract

This study analyzed process-based management in budget-class hotels in the canton of Manta, Republic of Ecuador. The methodology employed a mixed-methods approach at an exploratory-descriptive level, structured in three phases: an operational diagnosis using cluster analysis (dendrogram) to evaluate management strategies and design a proposal for improvement. The results showed that most of the establishments studied lack a systemic approach, exhibiting weaknesses in the standardization of activities, cross-functional coordination, and control mechanisms. In light of these findings, a process management manual was designed for the front desk, housekeeping, and food and beverage departments. It is concluded that adopting this approach constitutes a strategic alternative for optimizing operational efficiency, service quality, and competitiveness in the local hotel sector, enabling operations to comply with current quality standards.