Plan de mejora de calidad en la cadena de prestación del servicio de alojamiento y alimentos y bebidas para el huésped corporativo del Hotel Dann Carlton Quito basado en Customer Experience Management (CEM)
The aim of the following thesis is to develop a plan to improve the quality inside the service chain regarding the areas of accommodation and food and beverage for the corporative guest of Hotel Dann Carlton Quito based on the Customer Experience Management. The intention of this proposal is to achi...
Wedi'i Gadw mewn:
| Prif Awdur: | |
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| Fformat: | bachelorThesis |
| Iaith: | spa |
| Cyhoeddwyd: |
2020
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| Pynciau: | |
| Mynediad Ar-lein: | http://dspace.udla.edu.ec/handle/33000/12219 |
| Tagiau: |
Ychwanegu Tag
Dim Tagiau, Byddwch y cyntaf i dagio'r cofnod hwn!
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Ychwanegu Tag | Crynodeb: | The aim of the following thesis is to develop a plan to improve the quality inside the service chain regarding the areas of accommodation and food and beverage for the corporative guest of Hotel Dann Carlton Quito based on the Customer Experience Management. The intention of this proposal is to achieve customer loyalty. The first chapter consists on the theoretical framework, where concepts about quality and its evolution are addressed, the quality of service, the hotel establishments and their relationship with Customer Experience Management, and finally a reference to the metric tools that will be used in the project are mentioned. In the second chapter the context of Hotel Dann Carlton Quito is made, where a brief description of the business among its mission, vision, goals, and the organizational structure, besides mentioning the services and offered products is developed. Subsequently the maps of the actors are defined as well as the customer experience and the client’s profile of the establishment. Additionally, the expectations of the guests are analyzed through the results of a survey applied to the corporate guests. In the third chapter, the current processes are described which are adapted in the Blueprint to later make a detailed specification of each process. On the other hand, and internal audit is made given by the Integral System of Organizational Management (SIGO) from the Ministry of Tourism and the SWOT development of the Hotel. The fourth chapter is based on the policy of quality, where goals, strategies and actions are established, in accordance with the defined objectives by the chain of Dann Hotels. Afterwards, the processes map was optimized, besides the communication matrix and the measurement of indicators. To conclude, the necessary budget to put into operation the actions of the improvement proposal is detailed, and intervention schedule and an estimate of the return on the investment. |
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