Diseño del sistema de servicios en las áreas operativas del hotel Los Almendros de Manta
This study proposes to design a service system for the Los Almendros hotel, aimed at integrating the processes that make up its operational areas: accommodation, restaurants and events. The purpose of this system was to serve as a guide in the management of the hotel, seeking to improve the offer wi...
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| Format: | bachelorThesis |
| Idioma: | spa |
| Publicat: |
2021
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| Accés en línia: | http://repositorio.espam.edu.ec/handle/42000/1374 |
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Afegir etiqueta | Sumari: | This study proposes to design a service system for the Los Almendros hotel, aimed at integrating the processes that make up its operational areas: accommodation, restaurants and events. The purpose of this system was to serve as a guide in the management of the hotel, seeking to improve the offer with a marked focus on service. The research was qualitative and descriptive in nature, taking into account synthetic analytical, inductive-deductive and theoretical scientific methods for the collection and processing of information. Likewise, techniques such as surveys and interviews with owners, customers and service personnel were applied. For the development of this research, a methodological trajectory described in three phases was drawn, which were divided into: determining the hotel's service concept and its key processes, the design of the system in correspondence with the benefits to be delivered to the market, and validation of the proposal through the criteria of experts. The results obtained in the structuring of the components that make up the system show an organizational efficiency in the event and restoration sub-processes, likewise, an increase in the management and control of physical support and contact personnel in its three previously identified operational areas, allowing optimizing your available resources. The implementation and management actions corroborate the potential risk factors against internal and external factors that make their correct adaptation impossible. The research was validated by 17 experts who guarantee the benefits of using the proposal. |
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