Information management processes at Hotel Playa Cayo Santa María

Abstract

Tourism in Cuba is a social, cultural and economic phenomenon that involves the performance of certain activities by the traveler. For the country, it offers a series of advantages aimed mainly at the development of the economy and a cultural exchange. The Quality and Public Relations Area of the Hotel Playa Cayo Santa Maria presents the need to make a map, a file and a flow chart of the process of solving complaints and problems, for the correct functioning of the department. It was also important for the hotel management, to learn about the use of social networks by the elderly who visited the hotel, in order to achieve a greater rapprochement with this population sector and offer them a more direct and precise range of services provided by the institution. This research aims to characterize information products through information management techniques and social networks. An exploratory field methodology with a qualitative approach was used and a questionnaire was applied to the elderly staying at the facility. The realization of the processes to the Department of Quality Area and Public Relations, denotes a reduction of time and the increase of quality in the area, as well as the identification of the need to create better user interfaces for the satisfaction of the informative needs of the elders.