Diseño de procedimientos operativos para el hotel El Aguacate, ubicado en la parroquia Catacocha del cantón Paltas de la provincia de Loja.

Abstract

The objective of this research project is to design the operating procedures in the Hotel "El Aguacate" through a situational diagnosis with the purpose of guaranteeing the sustainability of the tourist business. A manual of operating procedures seeks to guarantee quality in hotel service as an administrative work tool in constant change in order to identify lines of command, activities and specify procedures so that they are carried out optimally. A mixed qualitative and quantitative methodology was used through a survey of the Hotel manager and customer surveys through the HotelQual questionnaire, an observation sheet was also made on the requirements for the operation of Hotels according to their category based on the tourist accommodation regulations of the Ministry of Tourism of Ecuador. Analyticalsynthetic, inductive-deductive methods were used, obtaining as a result that the studied dimensions (general facilities, accesses, elevators, general-customer area, customer-room area, customer-bathroom area and private toilet and services), in 3 they mostly comply with high percentages, while in the remaining 4 they do not comply with more than 50%; In the interviews, it was also evident that the functions or procedures that each company employee must carry out are not determined, however, according to the surveys, in general, the clients are satisfied with the care provided. For these reasons, a manual of operational processes was proposed for the Hotel "El Aguacate" with the purpose that the personnel identify the inconveniences at the moment of developing an activity, allowing through that the logical and effective fulfillment of the process, as well as the functions that each one must do.