Diseño de un manual de procedimientos para el área del Club Level del hotel Wyndham Guayaquil.

Abstract

The main purpose of this degree work is to develop a procedures manual for the club level area of the Wyndham hotel in the city of Guayaquil. Through a descriptive analysis of the basic hotel processes and standards, information gathering tools such as surveys and interviews were chosen to determine the satisfaction of the guests who visit the establishment. Additionally, it was complemented with interviews with the hotel's administrative staff to find out their perception of quality of service and an analysis of the profile of tourists was carried out to find out their preferences and with the help of the HotelQual model, work on the dimensions with more comments. The proposal presented in the following work is based on improving the quality of service for the hotel's executive guests through the tool of a procedures manual. Giving an answer to the proposed research question, which is the benefit of the implementation of this manual, which would improve communication between the staff, as well as knowing the appropriate procedures for each task, measuring guest satisfaction and others.