Hotelería-Pregrado

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Análisis de la calidad de los servicios en el área de recepción y ama de llaves de la Cadena Hotelera JMV Group basado en el modelo Servqual: caso Hotel Santa Ana Spa y Hotel Santiago de Compostela en Cuenca
(Universidad de Cuenca, 2022-07-28) Guamán Yanza, Cecilia Elizabeth; Illescas Bueno, Rommel Fernando; Avecillas Torres, Ángeles Imelda
The hotel industry provides a wide range of services such as lodging, food and other complementary or additional services. At present, quality management has become a necessary condition for any strategy aimed at the service industry. The constant increase in consumer demand level is the main cause that makes quality a determining factor for competitiveness. The present intervention project that is proposed aims to analyze the quality of services in the Reception and Housekeeper Area of the JMV Group Hotel Chain, case Hotel Spa Santa Ana and Hotel Boutique Santiago de Compostella Executive in Cuenca based on the Servqual model, which allows the measurement of expectations and perceptions of guests. This tool allows to know the gaps of the service and increase the quality of the hosting services, as a differentiating and significant element. For the elaboration of this intervention work, surveys were used to a sample of external clients of the studied establishments, using the Servqual model, and also interviews with internal customers. The results reflect that in both the Hotel Spa Santa Ana and Hotel Boutique Santiago de Compostella Executive, there are gaps in the service in four dimensions: tangible elements, reliability, responsiveness and empathy, as established by the Servqual model, so there are failures in the service in the Reception and Housekeeper Area. Finally, based on the shortcomings detected, a comprehensive improvement plan is proposed for the processes in the two hotels, aimed at strengthening the quality of service. Keywords: Servqual model, quality of service, expectation, perception, dimension, customer.
Análisis de la calidad del servicio en el Hotel Punta del Mar, mediante el modelo Servqual
(Universidad de Cuenca, 2022-01-13) Carreño Paz, Joselyn Maitee; López Molina, Diana
This research aims to analyze the quality of services at the Hotel Punta del Mar by applying the Servqual model, which measures the expectations and perceptions of the study sample. The methodology of this research is through a quantitative approach, in addition to the use of the tool of two questionnaires focused on the external and internal client. As a result, it was obtained that the level of quality within the organization presents a negative gap in a great extense, while the guest exposes a positive gap in the quality of service. In conclusion, the current state of the organization indicates that there is a minimum quality index, demonstrating that it is not possible to completely overcome the perception of the expectation formed by both internal and external customers during their transition in the facilities of the hotel studied. Finally, a matrix of recommendations for consideration is provided to the research in order to improve the service of the establishment in the areas having shortcomings. Keywords: Servqual model, quality, service, gap, customer.
Análisis de la promoción y tarifas de los hoteles de 3 estrellas durante la pandemia SARS CoV-2 (COVID-19) en el periodo marzo – diciembre del año 2020. Caso Cuenca-Ecuador
(Universidad de Cuenca, 2023-01-10) Quituisaca Zhañay, Christian Jeovanny; Rodríguez Quezada, Marco Bernardo; Serrano López, Ana Lucía
During the pandemic, the most affected group worldwide was the tourism sector, especially the accommodation sector because it had to close its doors and stop activities at 100%, thus giving way to an economic crisis in addition to the loss of jobs. At present, post-pandemic tourism is still affected, given that it has not been possible to recover completely worldwide, however, for Ecuador, it has been more difficult to recover due to several social, political, and economic factors given after the pandemic. Therefore, the purpose of this project is to analyze the promotion and rates of 3-star hotels during the SARS-CoV-2 (COVID-19) pandemic in the period March – December 2020 in the city of Cuenca-Ecuador. The methodology applied in this project has a mixed approach, that is, quantitative and qualitative, its cut is of a transversal type because it requires data collection in relation to the information of the period March - December of the year 2020. The technique for collecting information was a survey that was applied to 37 three-star accommodation establishments. As a result of the research, it was obtained that the general hotel occupancy from March to December 2020 was 4% due to the closures of several hotels, but in the months of opening they remained with national guests, however, fear and uncertainty made.
Diseño de un manual de producción más limpia con la aplicación del protocolo de bioseguridad para el Hotel Italia de la ciudad de Cuenca
(Universidad de Cuenca, 2022-02-14) Zumba Espinoza, Fanny Alexandra; Molina Díaz, María Augusta
The purpose of this project is to design a Cleaner Production manual for the Hotel Italia, respecting the biosafety protocol in force in the country, based on the current situation and taking into account the needs of the establishment in terms of environmental. For the development of this work, several visits were made to the establishment that They allowed us to have a broader vision of both the successes and the failures that has the organization in environmental matters. Through interviews, data was collected on the Current situation of Hotel Italia. The project consists of three chapters in which it is exposed relevant information about the hotel and the basic aspects that make up a manual of Cleaner Production, as well as the alternatives that can be used within the organization. During the development of each chapter several bibliographic sources have been reviewed, such as: books, manuals, essays, degree works, among others that have served as reference to support the information set forth in this document. The basic foundation for perform the analysis of the current situation of the establishment is the "Guide to Good Practices for Sustainable Tourism” developed by the Rainforest Alliance. This guide has relevant information about the actions that a company should develop to be sustainable. On the other hand, the final chapter is the result of the bibliographical research developed in the first chapter and the analysis carried out in the second chapter. The proposals have been designed based on the reality of the organization and the aspects that require a immediate intervention. With the application of this manual the establishment will improve its processes and therefore the results. All strategies are attached to the current circumstances in the tourism sector due to the pandemic. Keywords: Cleaner Production, biosafety, processes, environmental responsibility, hospitality, sustainable tourism, COVID – 19
Elaboración de un plan de mejora para la calidad del servicio, fundamentado en el modelo SERVQUAL: Caso Restaurante Cook's Hotel Four Points By Sheraton Cuenca
(Universidad de Cuenca, 2025-05-05) Santos Ullaguari, Edgar Adrian; Iñiguez Márquez, Gustavo Eduardo
The objective of this study was to develop an improvement plan for the quality of service in Cook’s restaurant of the Four Points By Sheraton Cuenca Hotel, based on the SERVQUAL model. This model made it possible to evaluate the quality of the service through five dimensions: reliability, responsiveness, guarantee, empathy and tangibility. The research sought to identify gaps between customer expectations and perceptions in order to improve the restaurant experience. A quantitative approach was used with simple random sampling, selecting a sample of 226 hotel customers. The results obtained made it possible to identify significant gaps between customer expectations and perceptions in various dimensions of service, especially in areas such as responsiveness and staff empathy. Based on these findings, an improvement plan was designed that addressed these critical areas and proposed specific actions to increase customer satisfaction. The improvement plan aimed to optimize the quality of the restaurant's service, strengthen customer loyalty and improve its competitiveness in the market, ensuring that the service met the expectations of dinners.
Equidad de género dentro del mercado laboral hotelero. Estudio de caso: Hotel & Centro de Negocios Valgus. Cuenca-Ecuador
(Universidad de Cuenca, 2024-04-02) Huerta Pintado, Christian Alejandro; Zapata Muñoz, Alejandra Gabriela; Delgado Oleas, Nancy Karla
Gender equality in the hotel workplace is a highly relevant issue that focuses on establishing fair and equitable conditions for men and women. The hospitality industry stands out for having a high female presence. This study focuses on the Valgus Hotel & Business Center, located in the city of Cuenca, Ecuador. Its main objective is to contextualize the fundamental characteristics of the hotel labor market in this city, investigating the situation of working men and women in the sector after the boom experienced in Cuenca. The main purpose of this study is to accurately represent the labor dynamics of those who make up this sector, belonging to the country's active labor force, and who are frequently affected by gender prejudices and discrimination in their labor roles. The primary purpose of making these challenges visible is to establish a more equitable and fair work environment for professionals in the tourism sector, promoting the full and efficient inclusion of all individuals who contribute to this productive area. In addition, it seeks to identify the jobs with the highest participation of women collaborators in this particular hotel and analyze whether these roles are linked to gender stereotypes or if they effectively ensure equality and equity for employees. This analysis delves into the gender situation in the workplace, especially in a context such as the hotel industry, where working conditions and opportunities for both men and women are evaluated and questioned. This study not only seeks to understand the distribution of work according to gender, but also seeks to promote fair, discrimination-free and merit-based working conditions, providing an inclusive environment that guarantees equal opportunities for all workers, regardless of their gender. Being a research work with a qualitative approach, research techniques such as interviews and bibliographic searches are used, which allow us to know the situation of both genders in the Cuenca hotel industry. Keywords: Gender, equity, work, hospitality, case study, Cuenca-Ecuador
Plan estratégico para hoteles de tres estrellas, basado en el Balanced Scorecard: caso Hotel Azul de la Plaza
(Universidad de Cuenca, 2023-10-31) Mora Mogrovejo, Jessica Camila; Ordoñez Crespo, Vanessa Gabriela; Freire Chaglla, Segundo Amador
Purpose: To apply a Balanced Scorecard methodology to a medium-sized lodging establishment to help improve the following areas: financial, customers, operations and continuous improvement. Objective: To design a strategic plan based on the Balanced Scorecard for the Azul de la Plaza hotel. Methodology: A comprehensive assessment of the hotel is carried out, identifying its strengths and areas for improvement, formulating strategic goals and building a strategic map using the Balanced Scorecard. Also, after a global evaluation of the factors involved in the Balanced Scorecard, the indicators applicable to the hotel were reduced to: increase in profitability and investment, improvement in customer satisfaction, reduction in personnel action times, personnel training and management, and indicators of compliance with objectives. Results: The hotel's advantages and challenges were identified, the creation of strategic goals to optimize its performance and the concise visual representation of these goals and tactics in the strategic map. Management indicators were proposed to monitor performance and concrete recommendations were presented to improve service quality and profitability. Conclusion: This study highlights the relevance of the Balanced Scorecard in the strategic management of three-star hotels, showing it to be a versatile tool for aligning objectives, measuring performance and improving crucial areas such as finance and personnel management. The adaptation to the Hotel Azul de la Plaza demonstrates its real applicability, and its hierarchical structure underlines the need for alignment at all levels. Keywords: 3-star hotels, balanced scorecard, strategic plan
“Plan estratégico, considerando la mejora de los procesos operacionales según la ISO 9001-2015 para el hotel Italia de la ciudad de Cuenca-Ecuador
(Universidad de Cuenca, 2022-11-28) Pesántez Sánchez, María Belén; Sinchi Ríos, María Belén; Iñiguez Márquez, Gustavo Eduardo
This intervention project will address the elaboration of a strategic plan, based on the ISO standard 9001:2015 of quality management systems that adapts to the needs presented by Hotel Italia, in order to serve as a tool for the company in the development of a competitive advantage, the international certification ISO standard 9001: 2015, which has been developed by the International Organization for Standardization to achieve high quality standards, which can be applied voluntarily in accommodation establishments to guarantee a quality service that increases customer satisfaction, increases the profitability of the establishment and reduces costs by establishing an effective work structure, within which continuous improvement can be defined and implemented for the achievement of objectives and strategies. This research has a qualitative approach, based on the bibliographic search, surveys, interviews and the analysis of the quality management systems provided by the ISO standard 9001 in such a way that the shortcomings of the establishment can be identified and strategies can be proposed to improve the quality of its services. Therefore, the results obtained will benefit the Hotel Italia of the city of Cuenca, since the strategic plan will help in the improvement of its processes, resulting in a quality service, providing a competitive advantage to the establishment. Keywords: ISO 9001, strategic plan, quality, processes, flowchart, quality management system.
Propuesta de plan para la mejora continua de la gestión de la calidad en el Hotel Selina, Cuenca Ecuador
(Universidad de Cuenca, 2023-10-24) Guncay Montenegro, Jessica Fabiola; Rodriguez Ortega, Paula Andrea; Molina Díaz, María Augusta
This intervention project was born from the need to improve quality management at Hotel Selina, through the design and development of a plan that becomes a useful tool for the administrative staff of the company, which indicates the different procedures to be followed in the six departments that make up the tourist accommodation establishment. Initially, the diagnosis of the current situation was made through the SWOT, EFE and EFI matrices, which facilitated the analysis of the internal and external factors that affect the organization of the hotel. To achieve this objective, the information provided by the manager was collected, as well as the field research that contributed to the development of the strategic planning of the project. Therefore, comprehensive improvements to the services offered by the establishment were defined, considering the Deming cycle by virtue of its indispensable variables (plan, do, verify, act) and the six basic quality tools (Flow Chart, Cause-Effect, Pareto, Stratification, Histogram and Check sheet) to evaluate and reduce possible shortcomings that afflict the quality of perceived services. Finally, both operational and organizational guidelines were established for the improvement of processes in the different areas of work, based on the proposal of quality formats for efficient control in each of the tasks executed; such formats detailed certain parameters such as the functions and activities of the personnel, job profiles and flowcharts of the different procedures. Keywords: Quality management, continuous improvement, process manual, hospitality, Selina Cuenca
Propuesta de Revenue Management para los hoteles Santa Lucía y Forum de la ciudad de Cuenca"
(Universidad de Cuenca, 2022-03-18) Chuchuca Cajamarca, Sandra Belén; Romero Valdez, Priscila Alexandra; Urgilés Contreras, Diana Paola
At present, innovation together with technology are resources that generate great benefits to the service industry. However, nowadays there are still accommodation establishments that opt for procedures without looking at new horizons that can positively influence your Business Growth. For this reason, this intervention project is based on the study bibliography of the theory of Revenue Management (RM) within the hotel sector, as an indispensable technique for the management of both internal and external processes. external to a lodging establishment. Similarly, they were taken into has a series of characteristics that hotels must meet for their correct application and in this way achieve the objective of executing a successful study. the RM is complex and takes into account different variables and indicators that aim to focus on the analysis of its four fundamental pillars: demand, supply, price and competence in a certain time, from the results the shortcomings and a new approach aimed at helping in the decision-making process is initiated. of decisions. In addition, the work proposes strategies to be implemented in hotels Santa Lucía and Forum with the aim of contributing to their development in the management of their income and services, for the creation of the strategies studies of field in order to collect both qualitative and quantitative data, so that it is possible to know and analyze the situation of the hotels. Similarly, through from the calculation of the RM ratios it was possible to measure the performance of the establishments and based on the results obtained suggest real and achievable strategies that are aimed at maximizing revenue. Keywords: Revenue Management, Hotels, Management, Strategies, Cuenca, Hotel Santa Lucia, Hotel Forum
Propuesta para la creación de una Hostería Sostenible con oferta gastronómica orgánica local en la parroquia Ricaurte del cantón Cuenca
(Universidad de Cuenca, 2022-10-20) Bermeo Durán, Pamela Mariuxi; Bermeo Durán, Kevin Lennin; Guamán Bautista, Jessica Maritza
In the Ricaurte parish there are countless tourist attractions, of which gastronomy with local and national prestige stands out, for this reason it has been considered necessary to design a proposal for the creation of a hostel sustainable with local gastronomic offer, because in the area there is still the agricultural activity as a source of subsistence, this represents a potential since the producers commercialize typical organic products of the zone, among which stand out: vegetables, vegetables, fruits, in addition to the raising of animals mainly guinea pigs and chickens. The method that guided the research was descriptive with a mixed approach, that is, qualitative and quantitative, in the qualitative the technique used was the semi-structured interview, which was applied to the authorities of the parish of Ricaurte to find out if they would have the support and institutional promotion for the inn. Quantitatively, a study was conducted to know the economic investment that a hostel requires and what is the return time of that investment, then a market study was applied guided by a survey of the inhabitants of the area, in order to know the social and economic impact that would have the implementation of a hostel in the parish. Then we proceeded to develop organic food menus with local products from the area that were later qualified considering their appearance, texture, taste and smell. Among the main results of the study details the following: the authorities and residents of the area indicated that the implementation of a hostel in Ricaurte would have an economic benefit, social and tourist for the parish, since the entire town would participate, in tourism would positively promote the attractions in which the gastronomy of the area. With this, the study revealed that it is feasible implement a sustainable inn with an organic menu in the parish Ricaurte. Keywords: Gastronomy. Organic. Tourism. Sustainability. kitchen of Author.

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