Hotelería

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Diseño de un modelo de estructura organizacional para los hoteles de cuatro estrellas de la ciudad de Cuenca: caso práctica Hotel Carvallo
(2015) Bernal Pulla, Verónica Alexandra; Delgado Carpio, Blanca Normita; Esparza Villamarín, Marcelo Paúl
The issue raisedaims to create a proposed model of organizational design for Cuenca's four-star city hotels, analyzing the topic of Organizational Development, commonly known as OD, since it is a tool used daily to improve the organization’s efficiency and the welfare of the employees. Due to the fact that OD considers as core, the human capital. The OD application is very important as it generates a number of benefits for the company such as trust and support from employees. We want to emphasize in the importance of the organizational development in the hotel industry for several reasons: The first is, each and every one of its employees are part of the service of excellence. The second is that the contributor of the company is the main objective of the OD. And the last is that the systems developed by this tool are oriented to the benefit of workers. We have developed a methodology which contemplates an initial diagnosis to recognize the situation of the organization where communicative problems, procedural problems or administrative problems above all. And later we will proceed to the data collection, preferentially from operational staff (employees), through questionnaires and group meetings. Once all the data were collected, we will proceed to the interpretation of the information, where specific problems of each department will be detected. And eventually take part with proposals that provide solutions to the problems. At this point it is where feedback from any department will be verified.
Manual de procesos operativos del departamento de hotelería, aplicado al Hospital Universitario del Río de la ciudad de Cuenca
(2015) Auquilla Saquicela, Catherine Angélica; Capelo Carrillo, David Sebastián; Carpio Álvarez, Santiago Domingo
Hospital Accommodation is a new trend in Cuenca city. It is focused on providing warm and quality services to their patients during their stay. The goal of this tendence is for the patient to perceived that the assistance is personalized in a comfortable and humane environment which will help in their recovery helping to meet the needs that the patient requires; providing a distinctive service o ensure the loyalty of patients and their families. The evolution of the Accommodation area implies a growing interest in the patient, turning modern hospitals in service companies where his business management focuses on managing processes and procedures in order to reduce complaints and increase profits.
Propuesta de gestión hotelera y hospitalaria para centros geriátricos públicos; aplicado al hogar Miguel de León, en la ciudad de Cuenca
(2016) Vera Torres, Adriana Verónica; Iñiguez Márquez, Gustavo Eduardo
The hospitality industry has had a great growth in the current market. Every day we have customers or demanding patients that achieves this industry to focus on quality services. On the other hand, hospital industry covers various types of establishments where you can apply like hospitals, maternity hospitals, clinics and nursing home or care as it is known nowadays. The main objective of incorporating the hospital hospitality in these establishments is creating a comfortable atmosphere and humanist in the case of nursing in other to have patients much more bearable and with an enjoyable life. Therefore, it is required the incorporation of a series of processes and guidelines which can contribute to the proper administration of the Center Home Miguel Leon, after having a general assessment of the current situation of the geriatric. To fulfill this set of recommendations the life of the patients will lengthen and improve its quality.
Propuesta de opciones de manejo administrativo. operativo y de servicios para los hostales de primera categoría; caso práctico: Hostal Casa LLoret, en la ciudad de Cuenca
(2016) Jiménez Bonilla, Juan Jairo; Estrella Durán, Mateo Julián
Cuenca the Cultural Heritage of Humanity is one of the prettiest cities in Ecuador. It is settled as a national touristic destination and also as an international one. Therefore, the hospitality service in the city is one of the most important elements used to bring tourism the quality it deserves. So, hostelry necessary has to go through a permanent process of faster innovations. In this context first class hotels are considered the most valued hospitality choice for the tourist, due to its service, location and prices which are very low cost. This lodging industry is presented in a very competitive scenery which requires the implementation of a dynamic management model that make the company to accomplish their objectives and to reach the satisfaction of tourists. Then, in this project is presented the following proposal: Management Model, the standard of the 6 keys applied to the management of the hostel Casa Lloret. The content of the model settles a management through real examples, makeable and economically viable. And, here the leader plays a very important role, who has to assume his charge with a cleared mentality, having the participation of its human team which is the key of the hotelier management and being focused on the customer satisfaction. To make a successful application of this management model previously had been created a Function Manual for the general staff of the hostel in which is detailed the accurate profile and the functions of each employee of the company.
Responsabilidad social empresarial; con los indicadores ETHOS aplicada a la Hacienda Hostería Dos Chorreras del cantón Cuenca
(2016) Garay Peña, Dalia Elisa; Zhunio Morocho, Tania Carolina; Armijos Chillogallo, Daniela Fernanda
Hosteria Dos Chorreras is a touristic company that offers accommodation and entertainment services, with a high quality and excellence on its services, for both national and international visitors. It seeks to satisfy their needs creating a pleasant and satisfying atmosphere, for all tourists visiting the facilities, offering different packages with many activities for clients of all ages. The study of Corporate Social Responsibility is fundamental, it provides guidelines to offer goods and services according to the current economy needs, a social enterprise features based on solidarity and cooperation, and is intended to develop a profitable business, sustainable and competitive. This type of company is related to the concept of social and environmental economy by creating conditions to easy the access to business ownership. The ETHOS indicators are tools that also make the unification of the concepts of corporate social responsibility easier; they also offer criteria to be evaluated by companies when making self-diagnosis in their processes. The proposal of this research is to characterize a touristic product by which responsible packages are offered together with the organization´s target which is involved in its growth, through the analysis of qualitative and objective variables as well as the analysis of expectations and perception of tourists, in order to provide real data that can be used in the decisions making, based on the demand and improving the tourist experience.
Análisis de la satisfacción laboral y su influencia en el compromiso organizacional de los empleados en los hoteles y hostales de la ciudad de Cuenca, 2015, caso de estudio: Hotel Mansión Alcázar, Hotel Yanuncay, Hotel Casa Ordoñez y Hostal El Monasterio
(2016) Gallegos Olaya, Verónica Tatiana; Ramón Cruz, Ana Gabriela; Avecillas Torres, Ángeles Imelda
Job satisfaction should be considered an important point into the hotel industry in the city of Cuenca, knowing the components that have an influence in the development of the human talent so their work is effective and with good quality in order to give an excellent service to the customers. Knowing that the performance of the worker depends of the conditions, activities and attitude of the human being in his/her job. That the reason why it’s important that the hotel area worry about knowing the abilities and the physical, socioeconomic and emotional conditions of their workers regarding productivity, likewise the organizational environment where the employees work should be considered. In this work an analysis of the following hotels and hostels establishments was made: Mansion Alcazar Hotel Boutique, Yanuncay Hotel, El Monasterio Hostel and Casa Ordoñez Hostel where we proceed to make a survey to their workers in order to know the levels of satisfactions and dissatisfaction that the employees have to the company. Proposing improvements in the job satisfaction and organizational compromise areas to improve the team work and give an differentiator and an excellent quality service.
La gestión turística sostenible: caso de estudio Hostería Caballo Campana
(2016) Ortega Ochoa, Mariela Fernanda; Quezada Arias, Manuel Francisco; Galarza Torres, Marcela Alexandra
In the present time, tourism has taken more of a conscience impact on earth because of actions done by man. The growing interest in establishments with sustainable actions is more common. Because of these reasons hotel establishments have held themselves accountable to implicate these actions in their businesses, through of sustainable management use and applying a good practices for the same operations. Hotel Activities have evolved, day by day, in the three aspects of sustainability for business, social culture and environmental. These actions guaranty an inclination that go hand in hand with sustainability, meeting the demands of tourist, and maintains profitable economy. This thesis has taken as a base of study in the hotel Hostería Caballo Campana through the acts of good practices towards sustainable tourism for Rainforest Alliance. The orientation for this work will be fundamentally cultivated through the application of interviews with the hotel owners and managers. Furthermore, it has appalled observations in the hotel, which is base of this study.
Propuesta de creación del departamento de animación para los establecimientos hoteleros del cantón Cuenca
(2017) Patiño Barros, Boris Gustavo; Galarza Cordero, Miguel Ángel
Nowadays, we can appreciate that hotels of the city of Cuenca do not have a hotel´s animation department that could provide with a recreational, fun and satisfactory experience to guests, in order to change this deficiency in hotels in Cuenca. This project addresses the proposal of a creation or organization of an animation department, seeking in this way to bring something new and innovative to accommodation establishments. On the other hand, hotel animation is a little known theme in our environment, which implies that managers and hotel’ s administrators have not taken the initiative to implement this type of animation areas that not only would benefit their company but generate higher income, offering the guest a better quality in their staying, To achieve this proposal will be able to evidence the great benefits of implementing the animation department as well as great information on how, what and where carrying out activities of entertainment and recreation for the enjoyment of the guests staying in hotels.
Diagnóstico del cumplimiento del modelo Servqual en el Hospital José Carrasco Arteaga - 2016
(2017) Peña Brito, Daniel Agustín; Astudillo Durán, Silvana Vanessa
The purpose of this research project is to diagnose the José Carrasco Arteaga Hospital through the Servqual Model and its five dimensions (tangible elements, reliability, responsiveness, security and empathy), based on the expectations and perspectives of the users surveyed. This model will identify the areas where the hospital can improve its level of care to patients. The perspective of the work will be both qualitative and quantitative, due to the fact that we want to know aspects that are non-measurable in nature, and in turn, we will also need quantitative parameters for research. This survey will present 22 items divided into 5 dimensions evaluated by a Likert Scale from 1 to 7 points, where the hospital users first qualify their expectations of the service to receive and then qualify their perspectives of the service received. The public health services in our country have become vital, for many decades and even more so in these times where the role of the Government as administrator is in doubt. The affiliates will play a fundamental role as judge and part of the services provided by this entity Another important role of the Government is to guarantee a good service to its members, not only by enforcing minimum standards, but also to guarantee optimum international processes and quality systems for each area involved.
Análisis de la evolución de la oferta hotelera para personas con movilidad reducida en Cuenca 2011 – 2017
(2018) Almeida Butiñá, Juan Miguel; Estrella Durán, Mateo Julián
The accessibility of the hotel service for the client with reduced mobility is an important and topical issue, which is why the present analysis aims to identify the current situation of the accessible hotel offer for clients with reduced mobility, and to demonstrate what the development has been of said offer from the year 2011 until the year 2017. In the development of the respective analysis, access was gained to information sources that have studied the same topic in previous years, whose results will be compared with the results of the current situation of the hotel market. For the process of obtaining data that show the current situation of the accessible hotel market for people with reduced mobility, an investigation was developed by visiting the respective hotels that make up the hotel offer of the city, in order to evaluate them and define aspects that make them suitable for the adequate service to the client with reduced mobility. In addition, complementary information will be presented, which helps to understand the subject, in order to present a measurement and a reading of the development of the offer of hotels with appropriate characteristics for the user with reduced mobility, from the year 2011 to 2017
Propuesta de desarrollo de una aplicación metodológica de indicadores internacionales de responsabilidad social empresarial como apoyo a la categorización de establecimientos hoteleros. Caso Azogues- Ecuador
(2018) Cajas Toalongo, Jenny Yolanda; Quizhpi Narea, María Fernanda; Freire Chaglla, Segundo Amador
The social impacts and environmental problems have been ignored by the human being, until reaching a critical limit; generating negative consequences; for what is currently working to mitigate them. Corporate Social Responsibility (CSR), as a global trend, which considers a new strategic vision that organizations acquire for the application of methods in work placements and practices The present research was formulate with the aim of contributing with methodological tool focused on the analysis of relevance of the indicators comprised in 5 worldwide organizations, which are contributing with useful guidelines in order to help companies to fulfill the CSR objetives. Once the tool was formulated, an analysis of verification was carried by applying i ton hotelier institutions form Azogues city and on interested groups (stakeholders). The obtained results showed that 6 evaluation subjects, 30 indicators and 140 CRS variables can be applied. Furthermore, once the evaluation methodology was constucted the institutions got the “D” category in CSR. Applying the CSR selected indicators, they can be taken as a guide by the lodging institutions to be proven in other territories and reach the CSR categorization.
Análisis comparativo del nivel de satisfacción de los clientes según el modelo Servqual, en los hoteles de la ciudad de Cuenca, 2017, caso de estudio: Hotel San Andrés y Hotel Los Balcones
(2018) Monge Japa, Paola Elizabeth; Romero Pulla, Valeria Elizabeth; Abad Vicuña, Guido Esteban
Currently, the quality of the service or product in the hospitality industry has vital importance, since it depends on the level of competitiveness and its permanence within the sector. This is why the present research project, whose aim is to analyze and compare the level of customer satisfaction among hotels San Andres and Los Balcones by applying the Servqual model, to diagnose the current state of the hotels in the study in order to assess the results obtained. Servqual model presents a questionnaire of 22 items, divided into five dimensions (tangible elements, reliability, responsiveness, security and empathy) evaluated through the Likert scale of 1 to 5 points where 1 is very low and 5 is very high. Customers who purchase the first service will assess the expectation they have before receiving the service and after it, their perception of the service received will be assessed. The methodology used is quantitative and qualitative in nature, through the application of the questionnaire-based surveys of the Servqual model aimed at customers who use the services provided by the Hotel San Andres and Hotel Los Balcones. According to the results, recommendations are made in order to cover the expectations of the guests.
Tendencias de comportamiento de consumo de los turistas Millennials en el sector hotelero de la ciudad de Cuenca, período abril – octubre 2017
(2018) Calle Moreira, Lesly Jessenia; Barzallo Neira, Cristina Andrea
Hospitality is a sector of the economy that is currently growing worldwide and is going through a period of great changes and evolution due to the emergence of new technologies and the inclusion in the market of a segment that is shaping the course of the sector and consumer behavior trends of travelers in general. As is the case of the millennial generation market, which refers to those who were born between the 80s and the year 2000; who, due to their level of influence, relevance and importance in the market have become a market segment that companies in the sector can not fail to know and attend if they want to ensure their success and survival in the market. To whom is vital to attract and conquer at this time of their lives, and who have a set of expectations, needs and values completely different from previous generations, being this the main reason why traditional business forms do not work well with them, and have come to represent a real challenge for companies, because this consumer expects that they are the ones who has to approach them through digital media and adapt their products, services and infrastructure to their demands in order to do business with them. Causing major changes in the world's tourism industry and currently in the hotel companies in the city of Cuenca, that will require to pay special attention to this market segment and rethink and adapt their brands, business models and marketing strategies to the expectations of these consumers, who ponder experiences over the property of the goods and consider travelling as an essential part of their personal growth so they prioritize them among other expenses.
Propuesta de modelo de alojamiento para proyectos de turismo comunitario, caso práctico comunidad Ucumari de la parroquia El Progreso del cantón Nabón en la provincia del Azuay
(2018) Pachar Damián, Diego Fernando; Urgilés Contreras, Diana Paola
At present, people who enjoy traveling have a growing interest in searching new experiences, being one of them the Community tourism, which is offered nationwide in Ecuador nowadays. One of these alternatives for travelers is the tourist project developed in the Ucumari community in Nabón canton, Azuay province, which operates without lodging options for tourists, making it impossible for visitors to stay overnight in the community. Consequently, it is not only uncomfortable for visitors but also makes it impossible for the community inhabitants to offer other services to tourists. In this context, the present project, of qualitative and quantitative type aims to implement the service of Community lodging in Ucumari as to cover the existing demand, which will be beneficial for both tourist and the community. Therefore, a bibliographic and documentary analysis has been carried out on this subject matter. Additionally, a sample of other interests that people may have on Community tourism was gathered. Moreover, several visits for field observation on the site were carried out as to have an insight of resources available in the community, a proposal for Community lodging in Ucumari is presented, which, could be replicated in other communities after some adjustments.
Propuesta de elaboración de un manual de planificación y organización de eventos para el departamento de ventas. Caso: Hotel El Dorado, Cuenca
(2018) Japón Criollo, Ana Belén; León Carrión, María Augusta; López Molina, Diana
The organization of events is defined as an occasion that arises from a motivation that is either corporate or social. Since many years ago, some establishments in the hotel sector have been complementing the accommodation service with the organization of events as an additional source of income. Cuenca has become the venue for many local and national events, and this is the reason why hoteliers have expanded their service catalog to events offering. Dorado Hotel, a well-known establishment in Cuenca, has a catalog of services where the priority is the organization of events. This hotel has two venues. One of them is located inside the hotel, and the other one, Mansión Vizcaya, is intended for social events. Mansión Vizcay has been taken as a case study for the implementation of a manual of events. Information previously delivered by the hotel has contributed to identify the existing processes and policies. This information provided insights for the creation of the manual. This manual proposes designing processes and formats to optimize the customer service and to improve the communication among different areas before, during, and after an event. The research method used in this project was qualitative. A bibliographic research in books and relevant studies was carried out in order to design the formats that defined the manual according to the needs of the department.
Propuesta de plan estratégico aplicado a empresas hoteleras: caso práctico Hotel Calle Angosta de la ciudad de Cuenca 2017-2018
(2018) Marín Quezada, Jenny Karina; Guerrero Balarezo, Xavier Eduardo
The present strategic plan applied to hotel companies; in this case the Calle Angosta Hotel in the city of Cuenca 2017 - 2018, it plans to analyze the internal and external situation of the city and the Calle Angosta Hotel. Also, to develop the business philosophy and to establish the profitability strategies. To carry out this strategic plan, the qualitative methodology is used, which, through the bibliographic review, it allows to make both an external and an internal analysis of the Hotel; In addition, several theoretical references are obtained on strategic planning, stages, benefits and the importance. It is also possible to diagnose the organization and evaluate its current situation in this way through the application of interviews and field trips. According to the study, the business philosophy and profitability strategies are developed to improve and maximize profits and increase the profits of the establishment.
Propuesta de análisis comparativo de servicios, promoción y tarifas entre establecimientos regulados y no regulados (Airbnb), para establecer los factores de competencia en el sistema de alojamiento. Caso: Cuenca – Ecuador
(2018) Garzón Villalta, María Isabel; Villafuerte Pucha, Maria Elena; Serrano López, Ana Lucía
The research focuses on the situation of the accommodation sector in the city of Cuenca, proposing an analysis of three variables: services, promotion and rates for regulated and unregulated accommodation establishments. The services, an inventory was made according to the classification and category of the regulated establishment to establish comparisons between the advantages and disadvantages with the non-regulated establishments. The promotion recognized diffusion channels: social networks and channels of traditional use, which were analyzed through a comparative table which allowed to recognize the market position of the two hosting systems. The rates were analyzed to detect which factor defines them in the regulated establishments according to their classification and category, as well as in the non-regulated ones. As a general objective, it was proposed to develop a comparative analysis of services, promotion and tariffs between regulated and non-regulated establishments (Airbnb), in order to establish the competition factors in the accommodation system. Cuenca Case - Ecuador. This study has a comparative - descriptive scope with a quantitative approach based on a sample analysis and a comparison with secondary sources; The establishments were analyzed according to a geographical delimitation.
Propuesta para la implementación de un Sistema de Gestión Ambiental (SGA) según la ISO 14001 versión 2015 aplicado al hotel Four Points by Sheraton Cuenca 2018.
(2018) Alvarez Alvarado, Ruth Orfelina; Remachi Morocho, José Félix Antonio; Galarza Torres, Marcela Alexandra
Currently in the hotel industry, the issue of sustainability and the impacts it generates on the environment has become a matter of international interest, especially when providing tourism products and services. In the city of Cuenca, the tourism and hotel sector is constantly growing, which has allowed the introduction of an international hotel brand, such as Four Points by Sheraton Cuenca, a brand recognized worldwide for its excellence when providing products and services; since it has quality standards in all procedures with the objective of obtaining the satisfaction of the guest; since it is new in the city and it is in operation recently, it is necessary to analyze its environmental management, in order to determine actions that go against the environment; therefore, being able to consolidate a sustainable operation with technical processes in each one of the departments of the hotel, which will allow the saving of resources such as water, energy, among others. The analysis will be based on the international standard for environmental management ISO 14001 version 2015, focusing on the 22 standard improvement points, being the key to the management of a sustainable hotel model. In the analysis, it will be possible to know the environmental impacts that the hotel sector may cause, and to determine how simple actions of improvement and daily management can help to embark on the road towards a sustainable hotel industry
Manual de Revenue Management aplicado a hoteles de dos y tres estrellas de la ciudad de Cuenca
(2018) Alvarracín Sigua, Angel Rodrigo; Avecillas Torres, Ángeles Imelda
In Cuenca city, two and three star hotels usually do not have enough trained human talent or material and economic resources, to invest in marketing strategies to increase their sales. So, they have the need to increase their income without incurring high cost. To meet this need, a Revenue Management Manual applied to two and three star hotels in Cuenca city is presented, which aims to disseminate information and guide the implementation of strategies focused on increasing income level. The Manual presents four strategies: to raise the occupancy level of the hotel, to increase average rate, to make room inventory more flexible, which increase the income per available room (RevPAR), and to seek advice on Revenue Management, which helps in the correct implementation of the first three strategies.
Análisis de la gestión sostenible según la guía de buenas prácticas para turismo sostenible de la Rainforest Alliance en la versión del año 2005 aplicado a la Hostería dos Chorreras
(2018) Fajardo Oleas, Gabriela Estefania; Londa Chicaiza, Nelly Rosana; Galarza Torres, Marcela Alexandra
The analysis of the sustainable management that was applied in the Hostería Dos Chorreras, is based on the Guide of Good Practices for Sustainable Tourism of the Rainforest Alliance; where the greatest importance in the hotel business is based on sustainable development being the one in charge of properly managing natural resources without causing greater impact and that does not harm the environment, generating economic and social benefits, applying continuous effort to integrate three sustainable principles; environmental, economic and social. The lodge does not have the necessary tools for the fulfillment of a true sustainable development, that allows the efficient saving of the energetic resource, hydric and a suitable conscience to its employees related to environmental, social and cultural subjects; that is why the need arises to develop an analysis on a correct sustainable management applying the Guide of Good Practices for sustainable tourism, which is a tool that allows tourist entrepreneurs to adopt sustainable management practices, in a simple and effective way. Based on principles that aim to minimize negative impacts and maximize the benefits of tourism activity in the sociocultural, environmental and business environment.

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