ANÁLISIS DE APLICACIÓN DE INTELIGENCIA EMOCIONAL COMO ESTRATEGIA DE VENTAS DEL HOTEL “SANTONNI” EN LA CIUDAD DE LOJA

.The lack of information about emotional intelligence has been a challenge for business owners, as they are often unaware of the advantages it offers when interacting with customers. In the hotel sector, this knowledge is even more crucial since the added value of these businesses lies in customer communication and service. Therefore, it is essential to apply strategies that enable hotel staff to establish effective communication, fostering customer loyalty and providing the necessary satisfaction to attract new clients. In this context, a study was conducted with the staff of the Santonni Hotel in the city of Loja, with the aim of analyzing the influence of emotional intelligence on their sales strategies. The objective was to generate knowledge about the proper application of this tool, positioning it as a key strategic differentiator to strengthen customer relationships and significantly enhance their experience. While the staff of the Santonni Hotel demonstrated a moderate use of emotional intelligence, areas for improvement were identified, such as stress management and the development of empathy with customers. Overcoming these challenges could lead to more effective and satisfying interactions. Additionally, the hotel staff has the potential to implement strategies based on emotional intelligence, particularly in the communication area, which opens up a range of possibilities for improving brand reputation and customer satisfaction. This, in turn, would provide a competitive advantage by positioning the company as adaptable to constant societal changes.

• Main Author: Palacios Carrión, Lenin Daniel (author)
• Format: bachelorThesis
• Language: spa
• Published: 2024
• Subjects: ADMINISTRACION DE EMPRESAS; INTELIGENCIA EMOCIONAL; HOTEL SANTONNI; LOJA
• Online Access: https://dspace.unl.edu.ec/jspui/handle/123456789/30633