Gestión de información en pymes mediante sistemas gerenciales estratégicos: estudio de caso del Hotel Manakin de la ciudad de Manta, 2024.

Abstract

The objective of this case study was to improve operational efficiency and customer service quality at the Manakin Hotel through the adoption of strategic management information systems, with the aim of centralizing databases in a single location using uniform systems. A mixed-methodological approach was used, combining qualitative and quantitative elements, employing various research typologies such as literature review, documentary analysis, interviews, and field observation. The selected population for this research corresponds to the staff and managers of the Manakin Hotel in the city of Manta. A sample of two managers and one employee was selected for their respective interviews, and a simple random sample was used for survey analysis, using a database of 41 customers provided by the hotel. The results demonstrated that the hotel's current management approach is diverse and simple, using Excel to manage reservations and room availability, which restricts the effectiveness and agility of service. Indeed, the hotel lacks adequate support for service management; a proposal was created to identify comprehensive and easy-to-use management software that integrates a booking engine, customer service, telephone support, chat, and 24/7 email. This will ensure a smooth and effective transition for employees.