Análisis de la calidad de servicio mediante la aplicación del modelo HOTELQUAL. Caso de estudio: Hotel Presidente

Abstract

This study arose from the need to evaluate the level of quality in the customer service areas of the Hotel Presidente. The HOTELQUAL model was used, a three-dimensional framework that encompasses the attitude of the staff, the conditions of the infrastructure and the organization of the service. The key departments in this analysis were Housekeeping, Reception and Food and Beverages, whose members were given a semi-structured interview to obtain detailed information. The most relevant information was collected through surveys directed at Hotel Presidente clients. These surveys focused on customer expectations and perceptions, allowing the level of service quality to be determined and possible areas for improvement in customer service to be detected. The results provided a comprehensive view of the aspects that guests consider unsatisfactory or below expected quality standards. Based on these findings, the administrative department of Hotel Presidente will have a solid basis to implement the necessary corrective actions in those processes that guests considered substandard. Keywords: hotelqual, customer satisfaction, hospitality, quality