Propuesta de intervención para la mejora del nivel de satisfacción de clientes de un hotel cuatro estrellas de la ciudad de Guayaquil.

Abstract

The current research’s goal is to elaborate a proposal of intervention for the improvement of the level of satisfaction of the clients in a four stars hotel of Guayaquil city. For the fulfillment of this goal, the research was developed in four chapters, starting with the establishment of the theoretical references that allowed sustaining the research, as well as the methodological elements that characterize it being this one of a qualitative and quantitative approach, being of bibliographic and field type. The investigation continues with the identification of the level of satisfaction of clients through the analysis of the Medallia mobile application, with which it was identified that the fulfillment of the expectations was higher than 92%, being the main causes of said gap elements such as the noise, cleaning, staff, bathroom, TV / Remote, maintenance, broken items, Check-in, billing fee, Check-out and smell of the room. Finally, an action plan was established with a duration of 6 months and an estimated budget of USD 6,040.00. based on the management of human resources, the hiring of a maintenance specialist, the hiring of a specialist to manage the preventive maintenance plan, a performance evaluation form, a cleaning inspection model for the housekeeping staff, and an incentive plan for workers.