Best SICTED 2025 agent
About us
Cayetano Urena
My name is Cayetano Ureña and I have been dedicated to training, consulting, advice and audit, helping companies and services from very diverse sectors of activity to improve.
I'm specialized in the tourism sector, helping companies, municipalities and associations to achieve their objectives in terms of quality, sustainability and safety, among others.
We also develop the design of tourism products and services, revitalization and sustainability plans or help in the management of subsidies.
- Expert in Tourism Quality (Q and SICTED)
- Manager, Advisor, Trainer and SICTED evaluator
- Management Systems Consultant (Quality, Environment and Safety), PRL Technician, Trainer
- PRL Technician
- Trainer
About me
I like get involved in company projects and work as one of the team, improving the management of various areas of activity that directly or indirectly have an impact on customer or user satisfaction. In this way, I contribute my experience and tools to achieve, on the one hand, improve the control of internal management processes in any organization, and on the other hand pursue continuous improvement with the objective of satisfy and retain customers, users and tourists.
What gives me the most satisfaction is work with people, ensuring that they meet the objectives of the organizations, improving at a professional level, as well as the services they provide or the facilities and equipment, experiences, that they make available to their clients.
Trainer
Since 2003, I have been specialized in projects in the tourism sector, specifically in tourism quality, sustainability, competitiveness and safety projects, with the aim of improving the tourist experience in companies, services and tourist destinations.
During the COVID-19 pandemic, I dedicated myself to advise and audit organizations, to ensure compliance with hygienic and sanitary measures that reduce the risk of contagion by SARS-Cov-2 coronavirus, so that both its employees and its clients, users or tourists, could benefit from a work environment, services or a safe experience.
The service I provide is characterized by being a personal service, involving me in achieving the organization's objectives and working as one of the others, as a team with the rest of the employees. I like to think that I contribute adequate and adapted solutions to each need, facilitating work, helping the continuous improvement of the company and achieving the objectives set.
Recognitions
- Better knowledge and control.
Compliance with applicable legislation.
- Qualification and training of personnel.
Part of this training will be through holding training actions, but also tutoring the work of workers and managers, as well as mentoring projects.
- Improvement of internal management processes.
That will help optimize resources, save money, and improve the perception and opinion of the client, user or tourist, projecting an image of a reliable and trustworthy company.
- Design and planning of objectives.
In addition to the implementation of indicators that help the periodic analysis of their compliance.
- Competitive advantages, recognitions, certificates and distinctions.
- Improves the opinion and satisfaction of the client, user and visitor.
- Resolution of doubts and provision of solutions.
Training
- Trainer accredited by the SET to teach the 4-cycle training plan of the SICTED (Comprehensive System for Tourism Quality in Destinations). Numerous courses taught in a large number of Spanish destinations.
- Training for Comprehensive Society for Rural Development designing and teaching specific courses on quality and competitiveness, product development, entrepreneurship, etc.
- Trainer of the training plan “From manager to Manager” or “New Agents” for the qualification of new managers, advisors, trainers and evaluators, of new SICTED destinations according to the SICTED Training Plan promoted by TURESPAÑA and the FEMP.
- Safe Tourism Trainer: Hygienic and sanitary specifications and measures to reduce the risk of contagion by SARS-CoV-2.
- Trainer for companies associated with the Bullas Wine Route, within the “Technical assistance for the certification of the Bullas Wine Route as a Spanish Wine Route” project.
- Training manager in IES Training, managing subsidized training courses and training services for companies.
- Advisor on implementation of LOPD systems with Corpodat Group.
- Professor in the I Master of Quality and Environment in Agri-Food Industries, Organized by the Miguel Hernández University of Orihuela (Alicante).
- Trainer teaching courses on the environment, quality and occupational risk prevention to more than 50 companies and institutions and more than 700 hours of training given.
- Professor in training courses for the qualification of managers, evaluators and advisors for their work in the SICTED project promoted by the SET and FEMP.
- Training tourism consultants Region of Murcia
- Training in SGMA, OHSAS, PRL Audits;
- Professor in the Higher University Course on Management Systems organized by the San Antonio Catholic University (UCAM).
- Organization and delivery of numerous courses to companies and agents in the tourism sector: Customer service, Quality in service and attention to tourists, Management of complaints and claims, Survey method, Destination, the company and the professional, Tools for measuring customer satisfaction, Courses on the implementation of the Q standard in different sectors: restaurants, rural accommodation, etc.
- Annual quality presentations at the Cartagena tourism school.
- Plan 4 cycles SICTED SET Project
- Modules cycle 1: SICTED, Good Practices Manual, Management Platform and Improvement Planning.
- Modules cycle 2: Complaints and suggestions, Survey method, Service strategy and Applicable legislation.
- Cycle 3 modules: Tourism Marketing, Management of difficult clients, Maintenance plan and Technology and innovation.
- Cycle 4 modules: Environmental responsibility in tourism, Tourism for all, Access module to the SCTE Sectors, Other Management tools (ISO 9001 and EFQM), Guide for business management, How to create your own website and Benchmarking workshop.
- Participation in seminars, quality forums, organization of workshops, etc.
- Worked with an e-learning training platform, teaching courses in this modality at the Murcia Tourism Qualification Center.
Audits
- “Safe Tourism certified” auditor accredited by the ICTE. 16 audits carried out in tourism companies and services in 2020 and 2021 (Cartagena cruise terminal, Cartagena Museums Puerto de Culturas, etc.
- Internal auditor of Q standards (Hotels, rural accommodation, beaches, tourist information offices, museums, tourist transport, restaurants, campsites, travel agencies, bars and cafes, etc.).
- S internal auditor for tourism sustainability in various sectors: beaches, industrial tourism, museums, hotels, restaurants, etc.
- Internal auditor of quality management systems (ISO 9001), environment (ISO 14001) and safety (OHSAS 18000).
- Internal auditor of the tourism offices and beaches certified with Q quality in the municipality of San Javier (12 beaches and 2 OIT), in Águilas (6 beaches and OIT) and the Q beaches of the municipality of Cartagena (12 beaches); Los Alcázares (6 beaches)
- Participation as a member of the audit team in the certification process of numerous companies in the CALICOM project in 1999, promoted by the CHAMBER OF COMMERCE, INDUSTRY AND NAVIGATION. This project aimed to certify SMEs with a Q for quality, based on ISO: 9002:1994.
- SICTED evaluator, with more than 1000 evaluations.
- Legal auditor for CROSSBER AUDIT. Development of Audits as a legal Occupational Risk Prevention Auditor for own Prevention Services.
- Occupational Risk Prevention Audits: legal in Own Prevention Services, OHSAS 18000, work machines and equipment, work spaces, etc.
- Air quality and hygiene and comfort studies in workplaces. Asbestos studies, etc.
Consultancy
- Qualified advisor of the SICTED project. I have provided consulting and advisory services to numerous companies, services and destinations of the SICTED project such as Cartagena, Murcia, Mar Menor, Sierra Espuña, Nororeste, Málaga, Toledo, Ceuta, Alcalá la Real (Jaén), Lorca, Puerto Lumbreras, Mazarrón, Alcalá la Real (Jaén), Baena, Cabra, Carmona, Écija, Lucena, Osuna, Priego de Córdoba, Puente Genil, Utrera, Almedinilla (Córdoba), Rute (Córdoba), Iznájar (Córdoba), Doña Mencía (Córdoba), Carcabuey (Córdoba), Zuheros (Córdoba), Molina de Segura (Murcia), Fortuna (Murcia), Jumilla (Murcia), Cehegín (Murcia), La Unión (Murcia), Abanilla (Murcia), Bullas (Murcia), Alcantarilla (Murcia) ), Calasparra (Murcia), Los Alcázares (Murcia), Motril (Granada), Yecla (Murcia), Torre Pacheco (Murcia).
- Advisor on projects and programs in the tourism sector for public organizations: DG Competitiveness and Tourism Quality of the Region of Murcia, Segittur, City Councils, etc.
- Consulting and advice on the implementation of Q standards for tourism quality, S for sustainability and Safe tourism certified, in numerous companies in the tourism sectors: beaches, hotels, rural houses, restaurants, bars and cafes, marinas, tourist information offices, camping , travel agencies, museums, OPCs, etc.
- Consulting, training and technical assistance to establishments adhering to the Bullas wine route for its certification as a Spanish wine route.
- Consulting on quality management systems according to ISO 9001, environment according to ISO 14001 in companies in various sectors (agricultural, industrial, services, transportation, chemicals, etc.).
- Consulting for implementation of LOPD in companies.
- Consultant in the implementation of LOCAL AGENDA 21 within the “Sustainable Municipality” Project promoted by the Federation of Tourist Municipalities in the City Councils of San Pedro del Pinatar, Jumilla, Lorca, Alhama, Totana and Archena.
- Coord. Technician of the Environment and Prevention Division.
- Coordinating and carrying out regulatory actions as a Collaborating Entity of the Environmental Quality Administration (Region of Murcia) in all fields.
- Coordination and work with other management systems such as blue flags, UNE 175001 (small businesses, Sol region of Murcia badge, etc.).
- Implementation of OHSAS 18001 and integrated management systems.
- Studies and certifications of air quality in work spaces, hygiene, legionella, asbestos, etc.
- As an external prevention service, activities for preparing risk prevention evaluations, self-protection plans, hygiene and ergonomic studies, planning of preventive activity, training, etc.
- During my time at SGS as Head of the Environment and Risk Prevention Department, performing functions such as:
- Supervision and control of compliance with quality procedures in each and every one of the activities carried out in the Department, following the provisions of the Quality Management System according to ISO 9000 in which we were certified.
- Preparation and delivery of offers and budgets.
- Management and Organization of work teams of up to 10 people.
- Planning and supervision of jobs and projects.
- Execution of projects and works with sampling and issuance of reports.
- Visits and meetings with clients and public organizations.
- Control of equipment and quality of work, as well as measurement and assessment of customer satisfaction.
- I work with ISO 9000, ISO 14000, UNE-45004, and other standards in the production process.
- I am also a member of the regulatory technical committee CTN 188/SC4 “NAUTICAL-SPORTS FACILITIES” and actively participated in the development of the standard. CTN 188/SC 04
- Former member of the boards of directors of the Environmental Technology Center and the Association of Environmental Companies as a member. Participated as a member of commissions and working groups in both institutions.
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