This work focuses on building an operations model based on DDMRP methodologies, Supplier Management, and process standardization to enhance the hotel's NPS (Net Promoter Score). It was found that the critical process that needed optimization is "housekeeping" and the management of bed linen inventories. The contribution of this work to the literature lies in applying engineering improvement concepts to a service-oriented company, specifically a hotel, which is scarce in existing literature. The proposed model demonstrated the expected results in improving the housekeeping process and ensures an NPS higher than the sector's average of 38 points.
Operations Model based on Mixed Methodologies to Increase Customer Satisfaction in a Hotel Industry Company
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