Plan de mejora de la calidad del servicio al cliente en un hotel de primera categoría en la ciudad de Guayaquil.

Abstract

This project has the objective of proposing a plan for the improvement of the quality of service for the clients in a hotel of first category in the City of Guayaquil, equivalent to four stars according to article 2 of the General Regulation of Tourist Activities. A descriptive investigation was carried out with a mixed approach based on the analysis of guest satisfaction according to the Hotelqual measurement model. This model counts with twenty variables that are divided into three dimensions, which evaluate the staff, the installations and the organization, this serves to consider the shortcomings of the hotel. To complement this analysis, an observation sheet was made based on the variables of the Hotelqual scale; in addition, an interview with the administrator was carried out to learn about the hotel and what perspective he has on the quality of the services offered by the establishment. As a result, it was obtained that the hotel meets 93% of the clients’ expectations. On this basis an improvement plan was developed, identifying each deficiency by dimension, with the purpose that it will be applied and fulfilled in order to increase the quality of the services.