Propuesta de un plan de mejora en la calidad de los servicios turísticos. Caso de estudio: Hostal Villa 64.

Abstract

The purpose of this research work is to present a proposal that improves the services offered by the Villa 64 Hostel, using the HotelQual methodological tool and evaluating each of its dimensions. To start, an evaluation was made to guests who have already visited the hostel making use of the 20 dimensions that the methodology entails and applying the Likert scale as a measurement. Following this, a direct interview was proposed with the manager of the establishment to learn about the different processes that take place within the hostel and what aspects considered as lacking in quality. Also, through online travel agencies, several reviews and comments from guests who had already made use of the facilities were investigated, showing as a result that the shortcomings presented by the hostel revolve around infrastructure issues and staff especially in insecurity that the establishment provides, the noise generated by being located in the downtown area of the city in addition to the noise produced by machinery and the knowledge about customer service by the staff. Finally, a proposal plan was designed that has all the existing shortcomings followed by the possible improvements that can be applied taking into account the dimensions of personnel, facilities and organization, being fundamental in the functionality of the establishment.