Propuesta de mejora de la satisfacción de los clientes del departamento de banquetes y eventos del hotel Courtyard by Marriott Guayaquil.

Abstract

The main objective of this research project is to propose a plan to improve customer satisfaction in the Events & Banquets department of the Courtyard by Marriott Guayaquil hote. In order to prepare the plan, an investigation was carried out taking into consideration the entire line involved with the Events & Banquetes department of the hotel. By entire line, it is referred to: the point of view of the hotel, events coordinator that choose the hotel as a location and the attendees of the events that used the service. The HotelQual model was used as the main tool for the attendees’ surveys, which has different variables to measure the quality of service offered by the department. There were also conducted surveys with the hotel’s Sales Director and event organizers to learn about their point of view of the service the department offers. In order to improve the service and increase sales, the plan of improvement was developed with different strategies to be implemented during a given periods. Better results are expected, as the plan is develop considering the aspects that need to improve.