Diseño de un modelo de Gestión de Procesos Operativos hoteleros para el mejoramiento y la satisfacción del cliente en el Hostal San Pedro del cantón Pelileo, provincia Tungurahua en el año 2019

The research entitled: "DESIGN OF A HOTEL OPERATING PROCESS MANAGEMENT MODEL FOR THE IMPROVEMENT AND CUSTOMER SATISFACTION IN THE HOSTAL SAN PEDRO DEL CANTÓN PELILEO, TUNGURAHUA PROVINCE IN THE YEAR 2019" was developed to generate improvement capabilities within the services and activities carried out by the establishment's personnel in addition to the design of a Hostel Operational Process Management Model for assistance in improving services and customer satisfaction that tend to stay in this establishment, it should be mentioned that as the main problem identified is the absence of a management model of operational processes hindering the development and growth of this venture, despite being strategically located in a geographical area of great concurrence by both national and foreign people because it is a highly commercial place by the various textile companies and several art tourist assets; Due to the high demand for accommodation, the San Pedro hostel has remained in the market for 21 years but, unfortunately, in the absence of its improvement, it has not been able to be categorized according to the cadaster of the Ministry of Tourism of the Pelileo canton of the year 2019, based on the above, the need to develop this type of research has been identified. For the proper development of the research process, it was technically evaluated where it was defined as an exploratory and descriptive type with a mixed approach, that is, both qualitative and quantitative information was obtained through the collection of information that is carried out at work. field using techniques such as the survey, interview and observation, the sources of information were the hostess officials and 152 clients, with the data collected it has been possible to identify the main need of the organization to have a hotel process management model to in order to improve systematize the activities that are carried out in the different areas of the establishment in order to optimize resources and improve service quality. Keywords: management model, hotel processes, hostel.

• Prif Awdur: Sánchez Chango, Geovana Karina (author)
• Fformat: bachelorThesis
• Iaith: spa
• Cyhoeddwyd: 2020
• Pynciau: DISEÑO; MODELO; GESTIÓN DE PROCESOS; OPERATIVOS HOTELEROS; MEJORAMIENTO; SATISFACCIÓN; CLIENTE; HOSTAL SAN PEDRO; CANTÓN PELILEO; PROVINCIA TUNGURAHUA; AÑO 2019
• Mynediad Ar-lein: http://dspace.ueb.edu.ec/handle/123456789/3509