Impacto de las comandas digitales en los servicios gastronómicos del Hotel Nacional de Cuba

Melissa Álvarez Hadad; Jeffrey  Blanco González; Gladys Ash Hernández

Authors

Melissa Álvarez Hadad Technology University of Havana
Jeffrey Blanco González Technology University of Havana
Gladys Ash Hernández Hotel Nacional de Cuba

Keywords:

digital ordering systems, impact evaluation, hotel food and beverage process, hotel digital transformation

Abstract

In the operational environment of hotel restaurants, point-of-sale systems introduce transformations that, to measure their impact, can be quantified using industrial engineering techniques, based on key indicators such as cycle time, data quality, and customer satisfaction. The objective of this study is to evaluate the impact of implementing digital order tickets at the Hotel Nacional de Cuba, within the framework of its Digital Transformation project, using the “La Galería” bar and the “La Barraca” restaurant as case studies. A mixed methodology was applied, combining empirical methods (customer surveys, staff interviews, and direct observation), theoretical methods (process analysis-synthesis and modeling techniques, and statistical methods (hypothesis testing) were used to analyze the existing situation in the process under study before and after the implementation of the AxisPOS system, through hypothesis testing. Based on this approach, an evaluation framework was designed and applied, encompassing four dimensions: service efficiency, customer satisfaction, staff acceptance, and technology adaptation to process. The results show significant reductions in service time and staff movement, as well as an improvement in the customer satisfaction index, particularly among English-speaking guests. However, weaknesses were identified related to the limited integration of the new system with existing applications and to differences in change acceptance among service units, which may lessen the perceived benefits of the system. These findings support recommendations to strengthen the Digital Transformation of the hotel’s food and beverage service process.

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