Innovation in the Collection Service Management Process aimed at SDG 9: Case Study Hotel Ibis

Abstract

The growing demand for reliability in accommodation services and the need for operational efficiency in Peruvian hotels pose structural and technological challenges that must be aligned with Sustainable Development Goal (SDG) 9. Therefore, the objective of this study has been to propose improvements to the management process of the Hotel Ibis's billing service, using a quantitative approach, descriptive-explanatory applied research, and a non-experimental cross-sectional design, as well as the application of Business Process Management (BPM) methodology. The instruments used were an observation sheet to identify the current situation of the process and a questionnaire to gather information for the diagnosis of the current situation. The application of BPM notation used Bizagi Modeler to analyze the AS-IS operational flow and design the improved TO-BE model. The results of the analysis revealed inefficiencies in manual activities and duplications in the accommodation process. The proposal and simulation of the model showed a 34% reduction in operating costs and an 68% reduction in collection time, demonstrating the impact of automation on process efficiency with the application of the property management system (PMS), autonomous virtual assistant, and a control panel for monitoring performance indicators. Overall, the results confirm that the integration of BPM with emerging technologies optimizes the accommodation service and strengthens the hotel's competitiveness