Diseño de un manual de capacitación para empleados de establecimientos de alojamiento de segunda y tercera categoría en la ciudad de Guayaquil.

Abstract

The main objective of this titling work is to prepare a training manual for employees of second and third category accommodation establishments in the city of Guayaquil, with the help of the HotelQual methodological tool, it was considered to carry out a detailed study through a file of direct observation to detect compliance with these variables in order to design a training manual. A training manual was designed, including relevant information on customer quality care, a demonstration video and final evaluation of the manual, focusing on the errors detected in the observation sheets, separating them by categorization, to be applied by their employees and improve the attention and service in the hotels.