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

Angelina Vallejo-Llanos F.; Yadhira Rodriguez-Cordova M.; Angie Bolaños-Briceño L.; Nicole Ñuñuvera-Julca X.; Lizby Suarez-Torres B. · Proceedings of the LACCEI international Multi-conference for Engineering, Education and Technology (2026) · DOI: 10.18687/laccei2026.1.1.780

Resumen

The growing demand for reliability in accommodation services and the need for operational efficiency in Peruvian hotels present structural and technological challenges that must align with Sustainable Development Goal (SDG) 9; therefore, the objective of this study has been to propose improvements to the billing management process at the Ibis Hotel, using a quantitative approach, applied research of a descriptive-explanatory nature, and a non-experimental cross-sectional design, through the application of Business Process Management (BPM) methodology and its integration with the value chain approach. The instruments used included an observation sheet to identify the current state of the process and a questionnaire to gather information for diagnosing the current situation; for the application of BPM notation, Bizagi Modeler was used 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 proposed model and simulation showed a 34% reduction in operating costs and a 68% reduction in collection time, demonstrating the impact of automation on process efficiency through the implementation of a property management system (PMS), an autonomous virtual assistant, and a dashboard for monitoring performance indicators. Overall, the results confirm that integrating BPM with emerging technologies optimizes the accommodation service and enhances the hotel's competitiveness.

Instituciones: Universidad Privada del Norte