ABSTRACT
The objective of the research was to design a process management model for competitiveness in an MSE in the Hotel Sector against COVID-19. The methodology used is prospective-descriptive, a questionnaire reliable (Cronbach's Alpha with 0.736) and validated in the opinion of experts was applied to 27 clients (convenience sampling) and collaborators. The company complies with what is necessary, however, they do not exceed the expectations of their clients, due to the absence of good practices in process management. A new process management model was developed, analyzing the hotel internally and externally, the activities of the reservation process were detailed, their characterization and indicator sheet for the process under evaluation. Concluding that the company is strong internally with 2.64 in the EFI matrix and 2.67 in the EFE matrix, which means a favorable environment, therefore 12 strategies were established in the SWOT matrix. The as is diagram was restructured, generating a reservation process that contains digital activities, the implementation costs were estimated with a total of S / 9'204 and the social and environmental impact matrix was prepared in order to achieve greater sustainability and competitiveness in the organization. © 2021 Latin American and Caribbean Consortium of Engineering Institutions. All rights reserved.