The Liability of the Information Society Service Provider for the Infringement of Copyright Abstract This diploma thesis deals with conditions of emergence and exclusion of liability of internet society service providers (ISP) with a focus on copyright. The thesis first defines the terms, which are essential for understanding of the topic. Then, in second chapter, it delas with copyright on the internet, specifically with the author's right to communicate work to the public, which can be violated in large extent by the internet users or ISPs themselves. In this regard, the thesis focuses on the case law interpretation of the concept of the right to communicate works to the public and conditions under which the ISP themselves may be found to be communicating works to the public without authorization. In third chapter, the thesis the work examines the relevant provisions of the E-Commerce Directive, which outlines the scope of the liability of ISPs providing hosting services. The thesis analyses the conditions of the safe harbour, i.e. the conditions that must be met by these providers in order not to incur liability for content which is stored by the users of their services. The recent CJEU is examined in this regard. In addition, the thesis analyses the prohibition of the general monitoring obligation,...

Distribution feeders form the last leg of the bulk power system and have the responsibility of providing reliable power to the customers. These feeders experience voltage drops due to a combination of feeder length, load distribution, and other factors. Traditionally, voltage drop was a major concern. Now, due to an ever-increasing PV penetration, overvoltage has also become a major concern. This limits the amount of solar PV that may be integrated. Few solutions exist to improve the voltage profile, where the most common is the use of voltage control devices like shunt capacitors and voltage regulators. Due to a large number of design parameters to be considered, the determination of the numbers and locations of these devices is a challenging problem. Significant research has been done to address this problem, utilizing a wide array of optimization techniques. However, many utilities still determine these locations and numbers manually. This is because most algorithms have not been adequately validated. The validation of a voltage profile design (VPD) algorithm has been presented here. The validation of this algorithm was carried out on a set of statistically relevant feeders. These feeders were chosen based on the results obtained from a feeder taxonomy study using clustering analysis. The algorithm was found to be effective in enhancing the amount of solar PV a feeder may host, while still maintaining all the voltages within the ANSI standard limits. Furthermore, the methodology adopted here may also be used for the validation of other algorithms. / Master of Science / Utilities have the responsibility of providing reliable power supply to their customers. Traditionally, bulk power was generated and transmitted over long distances incurring losses and voltage drops along the way. Now, with the integration of distributed energy resources, particularly solar photovoltaic (PV) generators at the customer locations, overvoltage has also become a problem. This requires adoption of measures which can help in maintaining the voltages within standard limits. Several options exist to compensate for these voltage issues, the most commonly used is voltage control devices like capacitor banks and voltage regulators. However, determining the required numbers of these devices and their appropriate locations is a challenging problem. Even though a number of algorithms have been proposed to give automated solutions to this problem, most utilities still use a manual approach. This is because these algorithms have not been validated on a statistically relevant set of feeders. To solve this issue, the validation of a voltage profile design (VPD) algorithm is presented in this thesis. The ability of this algorithm to enhance the amount of PV that may be connected to a distribution network has been validated on a set of feeders. The feeders were chosen based on the results obtained from clustering analysis, a machine learning concept. The cost effectiveness of this algorithm has also been investigated and significant savings were observed. Furthermore, the methodology adopted here can be easily extended for the validation of other algorithms as well.

Thesis (MTech (Tourism and Events Management))--Cape Peninsula University of Technology, 2015. / South Africa won the right to host the first Fédération Internationale de Football (FIFA) WorldCup™ on the African continent in 2010. The 2010 FIFA World Cup™ has been heralded as a ‘once in a lifetime’ opportunity with significant legacy benefits for South Africans. Many sport mega-event organisations tend to disregard residents’ perceptions of the events’ social, economic and environmental impacts. There is a lack of research investigating responses of residents where the event takes place, specifically studies on informal residents’ perceptions of sport mega-events. The main focus of this study is to explore the level of awareness, perceptions and attitudes of residents living in an informal settlement area in close proximity to Cape Town Stadium with respect to the impacts of the 2010 FIFA World Cup™ in Cape Town. A systematic, stratified random sampling technique was used to survey 370 household residents of Joe Slovo, which is the nearest informal settlement to Cape Town Stadium, three months before the hosting of the 2010 FIFA World Cup™. The findings revealed that the majority of the residents were aware of the 2010 FIFA World Cup™, and that communication from stakeholders could have improved. The residents also expressed their support for the event by indicating various levels of participation. They also generally had positive perceptions towards the 2010 FIFA World Cup™, but highlighted that big businesses and the wealthy and rich would mainly benefit from the event. Social concerns were related to traffic congestion, excessive noise levels, and crime. An investigation of this sort ‘paves the way’ for on-going research into residents’ perceptions of the 2010 FIFA World Cup™. It is recommended that the focus should be on longitudinal impacts rather than short-term impacts and that a legacy should be left behind

Made available in DSpace on 2016-08-10T10:36:46Z (GMT). No. of bitstreams: 1 NAIARA DENICOLO.pdf: 8583581 bytes, checksum: aacb5bc8a7d16ff3a9b1ccedee714f65 (MD5) Previous issue date: 2006-12-20 / This study is aimed at analyzing, in a comparative perspective, the hosting in a tourist city Pirenópolis and in the capital city of Goiás Goiânia, trying to contextualize the authenticity or the simulacrum of these spaces. The methodological procedures employed for such analysis were bibliographical research and field research, with interviews with the owners of different enterprises, which were three inns in Pirenópolis and a hotel in Goiânia. We proceeded to the analysis of the history of Goiás s culture formation, with the evolution of the various types of hotels, and we also attempted to understand the motivational factors, such as leisure or business, that attract tourists to different spaces spaces that are authentic and, therefore, guardians of an identity, or spaces that simulate some sort of cultural rescue. Such spaces represent either cordiality and hospitality or standardized places that follow international laws or suggest a simulacrum. In this last case, the cultural legacy needf reconstruction. We concluded that the tourism in Pirenópolis is representative of a historic and cultural legacy, whereas in Goiânia the metropolis tourism takes place with the same dynamics as the city, in a frantic way, without giving room to contemplations, meeting the needs of another tourist segment. In sum, the present research does not aim at exhausting the subject; on the contrary, we believe that the study of hosting means reflecting on one of the physiological needs that are innate in human beings. / Este estudo tem como objetivo analisar, numa perspectiva comparativa, a hospedagem em uma cidade turística Pirenópolis e na capital do estado de Goiás Goiânia, procurando contextualizar a autenticidade ou o simulacro desses espaços. Os procedimentos metodológicos por nós utilizados foram a pesquisa bibliográfica e a pesquisa de campo, com entrevistas aos proprietários dos diferentes empreendimentos, sendo três pousadas em Pirenópolis e um hotel em Goiânia. Percorremos uma análise histórica sobre a formação da cultura goiana, com a evolução dos diferentes meios de hospedagem, bem como buscamos entender os fatores motivacionais, tais como o lazer ou os negócios, que atraem os turistas aos diferentes espaços locais que são autênticos e, portanto, guardiões de uma identidade, ou que simulam um resgate cultural. Tais espaços representam a cordialidade e a hospitalidade, ou, ainda, espaços padronizados que seguem uma normatização internacional ou que sugerem um simulacro, necessitando, de uma reconstrução. Concluímos que o turismo em Pirenópolis se faz guardião de um legado históricocultural, ao passo que, em Goiânia, a metrópole, o turismo acontece com a mesma dinâmica da cidade, de forma frenética , sem muito tempo para contemplações, atendendo a outro segmento de turista. Em suma, a pretensão deste trabalho não é esgotar o assunto, ao contrário, acreditamos que estudar a hospedagem significa refletir sobre uma das necessidades fisiológicas inerentes ao ser humano.

Made available in DSpace on 2016-08-10T10:44:57Z (GMT). No. of bitstreams: 1 SIMONE MARIA MOURA MESQUITA.pdf: 3998015 bytes, checksum: c39af7540739b042a02937beec1e99d4 (MD5) Previous issue date: 2006-12-20 / Tourism is an important economic activity in many countries, including Brazil, and has many types. The tourism of nature is widely spread in Brazil and is found in the municipality of Pirenópolis, State of Goias, which has a great potential for this kind of tourism. The objectives of this dissertation were to determine the evolution and marketing of the tourism of nature in Pirenopolis from the point of view of the tourists. To carry out this study, data on infrastructure and facilities of the tourism spots, tourist s social profile, degree of tourist s satisfaction with they found in the municipality, and tourism marketing were gathered. The data were collected in hotels, called pousadas , and from interviews with tourists and with guides. The results showed that the tourists are satisfied with the tourism of nature found in Pirenópolis, the infrastructure and facilities in Pirenópolis are enough to support this kind of tourism, and the marketing does not bother the tourists. However, care should be taken to not over cloudy the tourism spots and for not using the tourism marketing excessively in order to preserve the spots from environmental degradation. / O turismo vem se destacando como uma das mais importantes atividades econômicas de vários paises. Dentre as várias tipologias de turismo existentes está o turismo na natureza que pode ser praticado em vários locais do Brasil entre eles encontra-se o município de Pirenópolis, estado de Goiás, que oferece um grande potencial para a prática deste. No presente trabalho analisou-se o desenvolvimento e o marketing do turismo na natureza em Pirenópolis adotando como base a visão do turista. Para tanto, levantou-se informações sobre a infra-estrutura dos atrativos mais procurados do turismo na natureza em Pirenópolis, caracterizou-se o perfil do turista que freqüenta este, averiguou-se o grau de satisfação deste e por fim verificou-se como está sendo realizado o marketing, por meio de levantamento de dados primários nos atrativos mais procurados e pousadas e também entrevistas com os guias e com turistas praticantes do turismo na natureza. Constatou-se que os turistas estão satisfeitos com a forma de desenvolvimento do turismo na natureza, a infra-estrutura não tem sido fator de impedimento de visitas aos atrativos e o marketing não é agressivo. Porém se faz necessário impor capacidade de carga para os atrativos e cuidados devem ser tomados para não realizar divulgação em massa a fim de não causar degradação nas áreas onde o turismo é praticado.

La ricerca si pone l’obiettivo di indagare una nuova e sperimentale forma di intervento di accoglienza per richiedenti asilo e titolari di protezione internazionale e umanitaria rappresentata dall’accoglienza in famiglia di persone adulte straniere. Lo strumento dell’accoglienza in famiglia per richiedenti asilo e rifugiati rientra in un campo multidisciplinare non ancora approfondito a livello teorico sia rispetto ai riferimenti scientifici che ne hanno alimentato l’ideazione e la riflessione progettuale sia a livello di pratiche professionali di lavoro sociale. In questa ricerca, costruita attraverso un intreccio di strumenti qualitativi, si vuole contribuire a ricostruire questi aspetti non ancora formalizzati che lo contraddistinguono e esplorare le dimensioni dell’integrazione sulle quali l’accoglienza in famiglia va ad agire. La peculiarità di tale esperienza risiede nella partecipazione di quattro soggetti differenti (pubblica amministrazione, terzo settore, famiglie e beneficiari) che hanno interagito tra loro, attivando dinamiche di collaborazione integrate con il territorio, sottolineando la valenza bidirezionale dei processi di integrazione nella vita quotidiana. Per fare ciò lo studio di caso si è concentrato sul progetto “Rifugiato in famiglia” del Comune di Milano, implementato successivamente alla nascita di altre esperienze simili all’estero e sul territorio italiano, che verranno approfondite al fine di meglio comprendere questo particolare intervento. / The research focuses on a new and experimental form of reception for asylum seekers and holders of international and humanitarian protection: hosting foreign adults in family. The intervention of hosting refugees in family is part of a multidisciplinary field that has not yet been investigated at a theoretical level, either in relation to the scientific references that nurtured design conception and reflection both at the level of professional social work practices. In this research, built through the aid of different qualitative methods, the aim is to contribute to reconstructing these not yet formalized aspects and to explore the dimensions of integration on which the reception in family works. The peculiarity of this experience lies in the participation of four different subjects (public administration, third sector, families and beneficiaries) interacting each other, activating integrated collaboration dynamics with the territory, underlining the bidirectional value of the integration processes in everyday life. In order to achieve this, the case study focused on the "Rifugiato in Famiglia” (Refugee in Family) project of the Municipality of Milan, implemented after the birth of other similar experiences abroad and in Italy, which will be analyzed in order to better understand this particular intervention.

Esta pesquisa visa contribuir com empreendimentos turísticos no sentido de que disponham de uma ferramenta pedagógica para a formação permanente de gestores e colaboradores no âmbito das relações de hospitalidade ou acolhimento , a qual possa transcender o caráter meramente informativo ou a realização fortuita de atividades de treinamento, por estar aí em jogo processo relacional a ser com preendido e a preendido. Nesse sentido, traz à discussão uma pedagogia da hospitalidade , aqui desenhada a partir da aplicação, num empreendimento turístico, de Grupos Operativos (conforme Pichon-Rivière, 2005), modelo teórico-metodológico com raízes no paradigma pedagógico construtivista, proposto como promotor de redimensionamentos no processo de re construção/ re ssiginificação do conceito de hospitalidade e no estabelecimento de relações deste com a prática profissional em turismo e com a prática turística. As reflexões têm na base o entendimento de hospitalidade/acolhimento como fenômeno instaurado na alternância dos polos em interação (acolhedor e acolhido) e, sob esse prisma, instituindo-se como eixo fundante do fenômeno turístico. Têm também o suposto teórico de que todo acolhimento genuíno carrega o potencial pedagógico de ser agente de aprendizagens, catalizador de saberes, promotor de transformações de processos psicoafetivos, cognitivos, relacionais. Nesse universo, a pesquisa objetiva ainda suscitar discussão sobre relações entre o fenômeno do acolhimento e o conceito de turismo pedagógico. Metodologicamente, desenvolveram-se duas sessões de grupos operativos, intermediadas pela realização, no próprio empreendimento, de uma prática turística específica (trilha a cavalo). O corpus consistiu das manifestações verbais dos sujeitos colaboradores e gestores do empreendimento campo de investigação ao longo dos grupos operativos e de respostas do guia e de turistas a entrevistas realizadas antes e após a trilha. A análise do discurso pautou-se por pressupostos da teoria enunciativa de Bakhtin (1997), tendo recorrido também a alguns procedimentos da Análise de Conteúdo, de acordo com Bardin (2000). Os resultados vinculam os re dimensionamentodos/ re ssignificações identificados/inferidos, objetos de análise, aos processos reflexivos efetivados nos/pelos Grupos Operativos, nos quais se constata crescente aproximação ao conceito de hospitalidade/acolhimento tomado como de referência. Por outro lado, quer diretamente pelas respostas dos sujeitos às entrevistas, quer, indiretamente, pelas respectivas manifestações nos grupos operativos, o turismo, quando marcado por relações genuínas de acolhimento, faz-se ele próprio pedagógico, propiciando ruptura de fronteiras e assim, inaugurando novos espaços de transformações e aprendizagens. / Submitted by Marcelo Teixeira (mvteixeira@ucs.br) on 2014-06-05T19:05:46Z No. of bitstreams: 1 Dissertacao Ana Caroline R M de Oliveira.pdf: 6235992 bytes, checksum: 7a0f3551c2e7e948f2cf3be4a73b8670 (MD5) / Made available in DSpace on 2014-06-05T19:05:46Z (GMT). No. of bitstreams: 1 Dissertacao Ana Caroline R M de Oliveira.pdf: 6235992 bytes, checksum: 7a0f3551c2e7e948f2cf3be4a73b8670 (MD5) / This research aims to contribute to touristic enterprises in a sense of having a pedagogical tool to the continuous education for the managers and employees within hospitality relations or even hosting which might transcend the information only and the fortuitous realization of training activities, to be at stake here a relational process to be comprehended and seize. In this sense, we discuss about pedagogy of hospitality , here drawn from the application, in a touristic enterprises, of Operatives Groups (according to Pichon-Rivière, 2005), a theory-methodological based on the constructivist pedagogical paradigm, proposed as a resizing promoter the reconstruction/reframing the hospitality concept and on the relationship establishment of this concept to the professional praxis in tourism and in the touristic praxis. The thoughts presented here are based on the understanding of Hospitality/hosting a established as a phenomenon of the alternation of the poles in interaction (to host and be hosted) and, under this point of view, establishing itself as the foundation axis of the tourism phenomenon. We also present the theoretical assumption that all genuine host loads the pedagogical potential of being an agent of learning, knowledge catalyst, promoter of psychological and cognitive, relational processes transformation. In this universe, this research aims to raise discussion about relations between the hosting phenomenon and the concept of educational tourism. Methodologically, it was developed two Operatives Groups sections, intermediated by performing on the enterprise itself, a specific tourism practice (horse track). The research corpus consists on the subjects verbal manifestations employees and managers of the in loco field enterprise over the operating groups and the guide and tourists responses to the interviews done before and after the track. The discourse analysis was guided by assumptions of the enunciative theory according to Bakhtin (1997), also have appealed to some procedures of the content analysis, according to Bardin (2000). The results link the resizing/reframing, identified/inferred, analysis objects, to the reflexive processes effected on/by the Operative Groups, in which we can find the growing closeness to the concept of hospitality/hosting taken as reference. On the other hand, either directly by the subjects´ responses to interviews or indirectly by the respective operating groups in the manifestations, the tourism, when marked by genuine host relationship, is educational providing boundaries break and thus opening new spaces for transformations and learning.

Ao contrário da idéia do senso comum, a camareira é a protagonista e não coadjuvante do sistema organizacional da hospitalidade e do turismo, pois ela é a principal atriz da governança em hotelaria. Em um cenário mundial de dramáticos problemas ambientais, decorrentes do crescimento econômico, em cujo contexto se inserem o turismo e a hotelaria, o papel desta profissional, na gestão ambiental sustentável em meios de hospedagem, torna-se fundamental. O objetivo geral do estudo é analisar a implementação de um Procedimento Operacional Padrão (POP) no setor de governança, que reduza os impactos ambientais em um meio de hospedagem na cidade de Rio Grande (RS). Os objetivos específicos são: a) identificar as ações ambientais provenientes da implantação do Procedimento Operacional Padrão (POP) dos colaboradores do setor de governança; b) estudar a eficácia da implementação de um Procedimento Operacional Padrão no setor de governança com base no conceito de educação ambiental. As variáveis analisadas foram: água, energia, resíduos, política ambiental e fornecedores. Inicialmente, o empreendimento foi analisado por meio de entrevista com o principal gestor e com aplicação de instrumento de observação direta. A pesquisa de campo foi realizada no período de outubro de 2009 a fevereiro de 2010. O diagnóstico foi realizado por meio da comparação das ações no hotel, anteriormente e posteriormente à implementação do Procedimento Operacional Padrão de governança. Constatou-se que o empreendimento já mantinha uma relação comercial com fornecedores certificados ambientalmente. A análise dos resultados permite concluir que, com o procedimento operacional de governança, houve redução de consumo de energia e de água, redução de geração de resíduos. Recomenda-se que os gestores implantem uma política de gestão ambiental no meio de hospedagem e mantenham o programa de valorização dos profissionais do setor de governança. / Submitted by Marcelo Teixeira (mvteixeira@ucs.br) on 2014-06-06T13:09:42Z No. of bitstreams: 1 Dissertacao Fernanda G C Zanette.pdf: 4201931 bytes, checksum: 121f561b3af014edf41789b2eb3f93be (MD5) / Made available in DSpace on 2014-06-06T13:09:42Z (GMT). No. of bitstreams: 1 Dissertacao Fernanda G C Zanette.pdf: 4201931 bytes, checksum: 121f561b3af014edf41789b2eb3f93be (MD5) / Universidade de Caxias do Sul / Unlike the idea of common sense, the maid is the protagonist and not supportive of the organizational system of hospitality and tourism, as it is the leading actress of housekeeping in hotel management. In a dramatic scenario of global environmental problems, resulting from economic growth, in the context of which fall within tourism and hotel managment, the role of this professional, in sustainable environmental management in lodging facilities, becomes essential. The overall objective of the study is to analyze the implementation of a Standard Operating Procedure (SOP) in the housekeeping sector, which reduce environmental impacts in a way of lodging, in Rio Grande (RS) city. The specific objectives are: a) identify the environmental actions from the implementation of Standard Operating Procedure (SOP) of employees in the housekeeping sector, b) study the effectiveness of implementing a standard operating procedure in the housekeeping sector based on the concept of education environment. The variables analysed were: water, energy, waste, environmental policy and suppliers. Initially, the project was analysed through interviews with the main manager and application of instrument of direct observation. The fieldwork was conducted between October 2009 and February 2010. The diagnosis was made by comparing the hotel shares before and after the implementation of the standard operating procedure of housekeeping. It was found that the project already had a business relationship with environmentally certified suppliers. The results analysis allowed to conclude that, with the operating procedure of housekeeping, it had a reduction of energy consumption and water use, reducing waste generation. It is recommended that managers deploy an environmental management policy in the midst of hosting and maintaining the program of valorization of the professional in the housekeeping sector.

Thesis (MTech (Tourism))--Cape Peninsula University of Technology, 2015. / Local business concerns and perceptions are generally neglected in relation to mega-event research, as most studies have, so far, focused on the broader economic impacts, as well as on the social impacts, and, more recently, on the environmental impacts of mega-events. South Africa being afforded the opportunity to host the 2010 FIFA World Cup™ created much excitement for all, and especially so for the business market. This is because the market in question is at the forefront of providing goods and services to the much anticipated increased number of tourists, whether such goods and services consist of the provision of accommodation, food and beverage, or entertainment, as well as ancillary products and services. The focus of the study was on gaining an understanding of the awareness and the impacts of the 2010 FIFA World Cup™ on businesses, especially those situated within close proximity of the Cape Town Stadium. The study was conducted three months before, and three months after, the event. The investigation explores the level of perceptions, attitudes, and experiences of the businesses in relation to the 2010 FIFA World Cup™, while simultaneously highlighting their experiences with the event. The primary objective of this approach was to ascertain whether there were any changes between the initial perceptions, and the experiences, among businesses in relation to the event. The five objectives guiding the study involved investigating: (1) business managers’ and owners’ perceptions and experiences of the event; (2) the impacts of the World Cup on businesses; (3) the level of business support for the event; (4) the impacts of leveraging initiatives on businesses; and (5) recommendations aimed at maximising the opportunities granted by future mega-events for businesses. During the pre- and post-event study, a total of 145 surveys were administered to the business owners and managers of SMMEs, using the stratified random sampling method, of which, 72 responded during the pre-event study and 104 during the post-event study.

Ao contrário da idéia do senso comum, a camareira é a protagonista e não coadjuvante do sistema organizacional da hospitalidade e do turismo, pois ela é a principal atriz da governança em hotelaria. Em um cenário mundial de dramáticos problemas ambientais, decorrentes do crescimento econômico, em cujo contexto se inserem o turismo e a hotelaria, o papel desta profissional, na gestão ambiental sustentável em meios de hospedagem, torna-se fundamental. O objetivo geral do estudo é analisar a implementação de um Procedimento Operacional Padrão (POP) no setor de governança, que reduza os impactos ambientais em um meio de hospedagem na cidade de Rio Grande (RS). Os objetivos específicos são: a) identificar as ações ambientais provenientes da implantação do Procedimento Operacional Padrão (POP) dos colaboradores do setor de governança; b) estudar a eficácia da implementação de um Procedimento Operacional Padrão no setor de governança com base no conceito de educação ambiental. As variáveis analisadas foram: água, energia, resíduos, política ambiental e fornecedores. Inicialmente, o empreendimento foi analisado por meio de entrevista com o principal gestor e com aplicação de instrumento de observação direta. A pesquisa de campo foi realizada no período de outubro de 2009 a fevereiro de 2010. O diagnóstico foi realizado por meio da comparação das ações no hotel, anteriormente e posteriormente à implementação do Procedimento Operacional Padrão de governança. Constatou-se que o empreendimento já mantinha uma relação comercial com fornecedores certificados ambientalmente. A análise dos resultados permite concluir que, com o procedimento operacional de governança, houve redução de consumo de energia e de água, redução de geração de resíduos. Recomenda-se que os gestores implantem uma política de gestão ambiental no meio de hospedagem e mantenham o programa de valorização dos profissionais do setor de governança. / Universidade de Caxias do Sul / Unlike the idea of common sense, the maid is the protagonist and not supportive of the organizational system of hospitality and tourism, as it is the leading actress of housekeeping in hotel management. In a dramatic scenario of global environmental problems, resulting from economic growth, in the context of which fall within tourism and hotel managment, the role of this professional, in sustainable environmental management in lodging facilities, becomes essential. The overall objective of the study is to analyze the implementation of a Standard Operating Procedure (SOP) in the housekeeping sector, which reduce environmental impacts in a way of lodging, in Rio Grande (RS) city. The specific objectives are: a) identify the environmental actions from the implementation of Standard Operating Procedure (SOP) of employees in the housekeeping sector, b) study the effectiveness of implementing a standard operating procedure in the housekeeping sector based on the concept of education environment. The variables analysed were: water, energy, waste, environmental policy and suppliers. Initially, the project was analysed through interviews with the main manager and application of instrument of direct observation. The fieldwork was conducted between October 2009 and February 2010. The diagnosis was made by comparing the hotel shares before and after the implementation of the standard operating procedure of housekeeping. It was found that the project already had a business relationship with environmentally certified suppliers. The results analysis allowed to conclude that, with the operating procedure of housekeeping, it had a reduction of energy consumption and water use, reducing waste generation. It is recommended that managers deploy an environmental management policy in the midst of hosting and maintaining the program of valorization of the professional in the housekeeping sector.