MAINTENANCE MANAGEMENT PROCEDURE WITH A FOCUS ON QUALITY AND RISKS ACCORDING TO NC ISO 9001:2015 IN HOTEL FACILITIES

Abstract

Introduction:
This research proposes integrating maintenance into the hotel quality management system, guided by the NC ISO 9001:2015 standard and a process-based approach. It incorporates risk management as a key tool for improving quality control at the Iberostar Selection Ensenachos hotel, part of the Gaviota S.A. Tourism Group.
Objective:
To implement a maintenance management procedure in hotel facilities based on the quality and risk management principles established by the NC ISO 9001:2015 standard.
Materials and Methods:
A combination of theoretical and empirical methods, as well as various techniques and tools from scientific research, were used, all of which served to complement each other and facilitate the successful development of the study. The methods employed included analysis and synthesis, group dynamics, comparative analysis, and interviews.
Results and Discussion:
The procedure proposed by Alfonso (2019) was used. Its structure is based on a process approach, in line with the principles of the ISO 9001:2015 standard, which allows for a more organized, coherent and effective maintenance management, incorporating risk management, according to the guidelines of the ISO 31000:2018 standard, applied specifically to maintenance activities, thus strengthening quality control from a preventive and strategic perspective.
Conclusions:
Finally, the assessment revealed weaknesses in maintenance management, with only 30.09% of reports resolved within three days, sometimes impacting service. The 75.77% satisfaction rate reveals clear opportunities to improve efficiency and quality.