The study aims to analyze the event management process, looking for efficiency and effectiveness gaps, with a focus on the value chain, at the Hotel Nacional de Cuba, as part of its Digital Transformation strategy. The research focuses on optimizing key operational stages to enhance operational performance as previous step for digitalization. Through the application of problem-solving methodologies, process modeling using BPMN, and a critical analysis of performance indicators, several key inefficiencies were found. Key issues identified include the lack of digitization of client requests, poor communication between departments due to unstructured service orders, and limited use of customer satisfaction surveys. These inefficiencies were mapped to specific process stages, highlighting their impact on both primary and supporting activities in the process value chain. Solutions proposed include a redesigned digital service request form, improved service order structuring, and enhanced performance indicators to better monitor the process. The study concludes that addressing these gaps prior to digitization ensures that technological solutions amplify operational benefits rather than perpetuate inefficiencies. These improvements are expected to streamline operations, reduce errors, and enhance customer experience. The research demonstrates the importance of thorough pre-digitization evaluations and offers a framework that can be applied in other contexts within the hospitality industry.