TECHNOLOGICAL UNIVERSITY OF THE JUNGLE

Instrument: Learning Outcome

Student(s) Lugar y Fecha:

José Luis Velázquez Hernández Ocosingo, Chiapas on 09
Jose David Aguilar Sánchez from December 2016.
Juana Francisca Lorenzo Silvano
Career: Group:
Higher University Technician in Tourism. 4th morning 'A'

Subject: Thematic unit:

Hotel Quality Control III. Procedures and policies

Docente:
Mtra. Ixtlilxochitl López Gómez

[Link]
Toniná Junction km. 05 Ocosingo-Altamirano roads
Chiapas, Mexico, ZIP code 29950.

Telephones: (52) (919) 6730970, 72, 6731290, 93.

Index
Introduction
The following work will provide a brief description of the company.
Hotel Ex hacienda La Ilusión located in the city of Ocosingo, Chiapas.
the purpose is to identify some aspects related to the performance of each
department that integrates the company, one of the strategies that will be supported
to obtain the conclusion of the current situation of the company is through the
SWOT analysis, this helps in studying the current situation of the company or
organization through the four indicators that make up this method, moreover
They will mention the general and specific objectives of the strategy.

One of the four components is strengths, which refers to the

characteristics and capabilities of the company that have allowed it to reach the level of
success and the aspects that distinguish it from the competition. The other is the
Weaknesses, this consists of the internal peculiarities of the company that do not
they are at the point they should be to contribute to success and rather are the ones who

they cause unfavorable situations. Opportunities are external factors of

the company that is can take advantage to gain competitive advantages and these
aspects the company does not control and do not depend on it, and finally, the
threats that are situations that arise in the environment of the company that
it cannot control but they negatively and significantly affect.

This analysis is conducted in the departments that make up the Hotel Ex hacienda La
Illusion with the purpose of obtaining aspects that are lacking or that are in need.
affecting the company, aspects that can contribute to achieving the objective of the
company. Likewise, proposals for strategies to promote the
increase the quality of services and achieve positioning in the
market within the city of Ocosingo, due to the fact that the company has a lot of
competition with other hotels and the general objective will also be indicated
specific to the proposal.

Objetivo general y específico

General objective
 Identify the current situation of the hotel company Ex hacienda La Ilusión
through a SWOT diagnostic analysis.

Specific objective

Propose improvement strategies based on the SWOT analysis results

through the SWOT matrix.

Company description

It is a hotel with old architecture that offers tranquility and comfort of the past.
estates. It is a wonderful architectural complex, unique in Ocosingo Chiapas
raised in a beautiful traditional Mexican landscape inside surrounded by
garden.

The hotel is located at International Highway Ocosingo Km. 85, El Bosque,

29950 Ocosingo, Chis. It is one of the hotels with architectural infrastructure of
the city since it is three stars because it has 23 rooms and apart
that their rooms have the following services:

Free Wi-Fi
TV with satellite connection

Bedding
Private bathroom for shower
With views of the garden
Air conditioning

In addition, the hotel offers the following services:

Outdoor pool
Garden
Restaurant
Parking
24-hour reception
Furthermore, the hotel operates 365 days a year and is open 24 hours a day, 7 days a week.
days of the week.

The price of the rooms offered varies according to the type that is booked:

Single room: $350

Double room: $500
Triple room: $650

In the case of the restaurant, it offers buffet service and similarly sometimes
guests arriving from foreign, national, and local origins due to
that is far from the city center.

Organogram

Director General

Food and Housekeeper

Reception
drinks

Chambermaid
Receptionist Cook

Bell boy Waiters

 ANALYSIS OF THE SWOT DIAGNOSIS OF RECEPTION

Fortresses Weaknesses
Attention and reception of
client of way Threats
In the competition, the
customized.
Use of basic technology Reception Department
without special software.
Department relationship Fortresses Weaknesses
with food and drinks.
It has staff with The cook was excited about
Lack ofthe recipes. training
periodic
double shift. knowledge in theto the staff.
Cash outs for each shift. preparation of the dishes.
Absence of personnel.
Receptionist with level Waiters with roomIt control
does not have fixed customers.
intermediate of language presentation in Offers
attention
onlytodishes
foreigner. diner typical of the region.
Provides general information Capacity to attendHereservations.
does not have a fixed supplier.
of the hotel (plans, types of different segments.
Low quality of food.
rooms packages Waiters connivdeelpartamento.
Without recognition of the
rates, etc. intermediate English.
quality of the services that
Strategies of Materials needed for the
offers.
conviction for execution of activities
There is no code of ethics of
to stay the guest. Basic equipment for the
department.
dish [Link] without recognition.
Hygiene in the place andnot
Does menu
have different
of dishes. dishes.
Affordable prices of the
DIAGNOSTIC ANALYSIS dishes.
SWOT OF FOOD AND BEVERAGES

Opportunities
Threats
Participate in the Congresses or
presentation competitions
of dishes.
Increase of potential clients
the consumers.
Certification of personnel.
Offer different dishes.
Sales strategies of the
dishes (promotion, courtesy,
etc.). customized the
To gain recognition for
part of the Ministry of Tourism.
Update of the equipment and
kitchen materials.
Market positioning waiters of the
for the quality of service. they manage
Recognized provider.
 ANALYSIS OF THE SWOT DIAGNOSIS OF KEY HOLDERS

Fortresses Weaknesses
The chambermaid complies with the department
The lacks
estimated time in the formats for control of the Opportunities
execution of the [Link] or dirty rooms.
The staff respects the Bimonthly to carry out
There is no activity plan.
privacy of the meetings to improve the
Little personal.
guests. Lack of communication with the execution of the activities
Management of situations under
Reception department and in the cleaning.
host pressure. of Food and Beverages. Staff with knowledge
Both the boss and the Abundance of problems hotel manager for
subordinate work in internal operations. satisfy the needs of
team. Lack of knowledge in the guest.
They comply with the care of whites, cleaning Apply layouts and folds
needs of the of windows, etc. white creatives.
clients. The staff is lacking in Use flavorings in the
The chamberlain has the identification of the cleaning.
basic materials for the cleaning detergents Use appropriate equipment for
execution of your facilitate the functions.
activities. Recruitment of personnel
Reportes diarias de los with experience.
Acquire formats to make
room reports.
Proposal of FO, DA, FA, and DO strategies
SWOT Matrix of Reception
Fortresses
Customer attention and reception of C
customized manner. E
Use of basic technology without software h
special. F
Relationship del department with g
food and beverages. N
Has staff on double shift. d
Call handling and reservations no L
customized. m
Receptionist with intermediate level of c
foreign language. F
Provide general information about the hotel a
(planes, types of rooms L
packages, rates, etc. d
Convincing strategies for E
the guest accommodates d
Opportunities
To do reservations of way Preserve and improve attention to
specialized in the department. client to gain the prestige of the hotel
Recruitment of personal and the capital that is entered to expand and
necessary. recruit more staff.
Acquire with hotel software and Through the power of persuasion
formats to keep track of the of the guest include the strategy of
occupied and available rooms. sale of additional services with which
Creation of a department of Tell the hotel.
reservations. With the creation of the department of
Create a code of ethics of reservations will facilitate a function
department. more about the receptionist.
Generate a sales strategy.

Threats Improve and surpass the quality of the

In the competition, the department services developing a program of
Reception has software staff training.
and formats for good execution Apply low rates or prices to the
of the activities. services, in order to obtain more
Periodic training of the demand and then with the passage of
personal of the company time to gradually increase the
competent. prices of services without being given
The competent company has count the guests for the purpose
a code of ethics of the department. to recover the capital in several
Use of advanced equipment in the forms.
execution of activities.
 Objective
Make improvement proposals that contribute to enhancing administration and
control, of the rooms as in the reception and in the attention of the
efficiently accommodate guests.

Scope

In the analysis of the SWOT diagnosis, the factors that have caused the
current situation of the company, after applying an analysis in the SWOT matrix, the
proposals will be achieved with the support and authorization of the person in charge of the company.

Responsible

For the execution of the proposed activities, the head of the department
together with the hotel manager, they must take the necessary measures to
time to prevent the company from going bankrupt.

Resources
In every company, to solve problems, they must start from the most
small to the largest, due to the implementation of these proposals
requires capital in the acquisition of elements that help contribute to the
achievement of the hotel's objectives.

Follow-up on the strategy

Once you have identified the main factors of the problems of the
The company will choose which tasks need to be carried out immediately.

Performance indicators
This tool should exist in every company as it is the one that collaborates to
the execution of the activities of the personnel, otherwise they will be reflected
sanctions that may arise from failing to comply with any of the points. Below
an example of performance indicators in the department is presented:
 Indicators Answers
Yes No
1) The department uses formats
2) Performs the functions efficiently
3) Reception of guests of form
customized
4) Relationship with other departments
5)
6)
7)
8)
9)
SWOT Matrix of Food and Beverages
 Fortresses Weaknesses
The chambermaid complies with The department lacks form.
the
estimated time for execution the control of the rooms l
from the cleaning. dirty.
The staff respects privacy There is no activity plan.
from the guests. Not very personal.
Management of situations under Lack of communication
guest pressure. Reception department
Both the boss and the subordinate Food and beverages.
they work in a team. Abundance of problems or
They meet the needs of interns.
the clients. Lack of knowledge in the cu
The chamberlain has the whites, window cleaning, etc
materials basics for the The staff lacks identification.
execution of your activities. detergents for cleaning
Daily reports of the states of rooms with a pleasant aroma
the rooms in notebooks.

Opportunities
Hold meetings bi-monthly Hold meetings with everyone Get special formats
to improve the execution of the department personnel for efficient state reporting
cleaning activities. detect details that benefit rooms during the day and
Personnel with general knowledge of in every area of work. of the activities that are
hotel to meet the needs Mantener la relación entre el during the day.
of the guest. boss and subordinates for Use flavorings in the lemonade
Apply creative draping and folding the rooms for an ambiance
achieve the goals and start to
of whites. guest stay.
Using fragrance agents in cleaning.
recruit more staff, besides
Train or recruit people
Use appropriate equipment to facilitate expand the field of work. experience in dubbing
 the functions. Although they comply with the care of the whites for
Recruitment of personnel with guest needs, so many expenses.
experience.
to conduct a small survey
Adquirir formatos para hacer reportes
especially about the use
from the rooms.
of the service that was performed and with
Care of the whites.
improve based on the results
the details.

Threats Improve the details that suffers the

Competitors use equipment department with the help of the Build a good relationship
advanced and have more other departments. other departments, together s
personal. conflict situations within
They use control formats of the Create a code of ethics where there company and reduce problems
rooms in the competition. mention what one should be and affecting performance
Use of flavorings in the company
the staff should not do it for hotel company activities
competent.
provide good service. Acquire the renewal of the e
Trained personnel in the company
from the competition.
materials for execution
La competencia cuentan con un código activities and training
of ethics. personal for good management
The staff is not aware of hotel software or formats.
the organizational philosophy of the hotel and in
the competition yes.
Better organization in the area of
I work in the competition.
 Objective
Make improvement proposals that contribute to better management and the
control, of the rooms as at the reception and in the attention of the
efficiently accommodating guests.

Scope

The analysis of the SWOT diagnosis detected the factors that have caused the
current situation of the company, after applying an analysis in the SWOT matrix, the
Proposals will be achieved with the support and authorization of the person in charge of the company.

Responsible

For the execution of the proposal activities, the head of the department
together with the hotel manager, they must take the necessary measures to
time to avoid bankrupting the company.

Resources
In every company, to solve problems, they must start from the most
small to the largest, due to the realization of these proposals
requiere de capital en la adquisición de los elementos que ayuden a contribuir el
achievement of the hotel's objectives.

Follow-up on the strategy

Once you have identified the main factors of the problem of the
the company will choose which ones must be carried out immediately.

Performance indicators
This tool should exist in every company as it is the one that collaborates to
the execution of the activities of the staff, otherwise they will be reflected
sanctions that may apply for failing to comply with any of the points. Below
An example of performance indicators in the department is presented:

Indicators Answers
Yes No
1) El departamento utiliza formatos
2) Complies with functions efficiently
3) Good customer service
4)
5)
6)
7)
8)
9)
Fortresses
The cook has
knowledge in the preparation of
the dishes.
Waiters with good presentation
in attention to the diner.
Ability to pay attention to different
segments.
Waiters with intermediate level of
English.
Necessary materials for the
execution of activities
Basic equipment for the
preparation of dishes.
Hygiene in the place and menu of
dishes.
Affordable prices of the dishes.
Offers alcoholic beverages and for
the food.

Opportunities
Participate in the congresses or contests Receive training and participate
of the presentation of dishes. in different areas of assistance
Increase in potential clients or in order to offer
consumers. varieties of dishes at prices
Certification of personnel. accessible and thus achieve a good
Offer different drinks and dishes.
market positioning with
Sales strategies for dishes
the recognition of the
(promotion, courtesy, etc.)
Obtain recognition from the personnel available with
Tourism Secretariat. company.
Update of equipment and materials Update the equipment and
from the kitchen. department materials
Market positioning by to facilitate the attention of the
service quality. diners always being
Recognized supplier.
providing and fulfilling with
the hygiene standards.

Through the attention of the

Threats different segments, make a
The competent company has survey of all diners
 certified personal. What dishes would you like that
The competition offers different they existed in the hotel and what things
dishes. hay what to modify in the
The price of the dishes is higher. department.
accessible from the competition. To offer the same services as
It has more staff and more in the restaurant next door but
customized the company's service
with better quality and worth it
competent
about its price.
There is a restaurant next to the hotel.
Implement language courses
The waiters of the competition
they handle foreign languages with high for the attention of the diners
percentage. in an efficient way.
 Conclusion
The SWOT technique allows for the analysis of problems, specifying strengths and
weaknesses of a hotel company, related to its opportunities and
threats in the market. Strengths and weaknesses refer to the
organization and its products, while the opportunities and threats by
In general, they are considered as external factors on which the company itself
It has no control. Then it is possible to try to exploit strengths, overcome the
weaknesses, seize opportunities and defend against threats and has
has been widely disseminated among hotel management executives

In the diagnosis or situational analysis, in addition to the key success factors and the
search for explanations about their causes or origins must be included
partial and preliminary recommendations on actions to take, which
they will be analyzed again later. The absence of one or several factors
success critics in the organization can undermine compliance with the
mission.

A SWOT analysis represents a framework for evaluating the function and operations of
a company with the inclusion of its services, activities, and results since the
point of view of effectiveness and efficiency. It can reveal that the strengths and
weaknesses of an organization are very similar to each other. That is to say, the
the most notable strengths of an organization may coincide with its greatest
weaknesses.

Many of the conclusions obtained as a result of the SWOT analysis will be able to
be very useful in market analysis and should focus only on
the key factors for the success of the company and highlight the strengths and
internal differential weaknesses when compared objectively and realistically with
the competition and with the key opportunities and threats of the environment.
 Bibliographic sources

Fred R. David. (2000). Concepts of Strategic Management. Edit.

Prentice Hall, Mexico.
Thompson and Strickland, (2001). Strategic Management. Edit. MacGraw-
Hill, Colombia.
Galván Herrera Ada A. and Jiménez Guiot Marissa, (2008). SWOT analysis of
curso: Gestión estratégica.
LUCEM. SWOT Manual. (virtual magazine) (27 screens) In:
[Link] (consultation: June 24)
from 2004).
The analysis SWOT. (site in internet (14 screens) En:
[Link]
(consultation: March 14, 2004).
FARRO CUSTODIO, FRANCISCO. Strategic Planning for
Quality Educational Institutions. Lima - Peru. 2001.
FUNDESCOLA. Separate: How to develop the Development Plan of
School. Brasilia - Brazil.
NATIONAL POLYTECHNIC INSTITUTE. TECHNICAL SECRETARIAT.
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SWOT Analysis. Mexico. March 2002
Conclusion