Hotelería-Pregrado

Permanent URI for this collectionhttps://dspace-test.ucuenca.edu.ec/handle/123456789/57

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Análisis de la calidad del servicio a través del modelo HOTELQUAL en las hosterías en la comunidad de Migüir, Azuay-Ecuador. Caso de estudio: Hostería Guagrahuma y Hostería Capillapamba
(Universidad de Cuenca, 2025-09-10) Prado Navas, Ana Gabriela; Vázquez Ávila, Tania Cristina; Urgilés Contreras, Diana Paola
This study aims to analyze the quality and satisfaction of customer service through the HOTELQUAL model in two inns: Guagrahuma and Capillapamba, located in the community of Migüir, Molleturo parish, province of Azuay. This study has an observational design, with a mixed approach, with an exploratory-descriptive scope and a cross-sectional section. The tool used to obtain data for quality measurement is the HOTELQUAL model survey, aimed at interest groups such as the guests of these establishments to evaluate the experiences of users in relation to the quality of service. Data collection was carried out through the HOTELQUAL survey, applied before and after the service, followed by the implementation of two open questions. Quantitative data were analyzed in SPSS software and qualitative data in ATLAS.TI. The results show that the two inns have an acceptable level of quality, slightly exceeding the expectations of the guests. Based on the results obtained, proposals were developed for the improvement of the service in the two inns, carried out in the current conditions of the establishments, proposing strategies focused on staff training, basic quality management system, continuous monitoring of all dimensions, among others. Finally, the proposed strategies were socialized and validated, with the participation of the owners and staff of the establishments. The HOTELQUAL model is an effective tool to diagnose and improve the quality of service in tourist accommodation.
Análisis de la calidad del servicio mediante el modelo de evaluación HOTELQUAL caso: Hostal Posada del Ángel, Cuenca-Ecuador
(Universidad de Cuenca, 2025-09-29) Quito Banegas, Josseline Anabel; Sinchi Villa, Evelyn Lisseth; Iñiguez Márquez, Gustavo Eduardo
This study analyzes the quality of service in a tourist accommodation establishment through the application of the HOTELQUAL model, using the Hostal Posada del Ángel as a case study. The main objective is to determine the level of customer satisfaction by identifying gaps between previous expectations and the real perception of the service received, in order to generate inputs that guide decision-making and promote continuous improvement in processes and customer service. The evaluation, based on the HOTELQUAL model, was structured in three key dimensions: infrastructure conditions, staff attitude, and service organization. The methodology adopted had a mixed approach, with a descriptive scope and a cross-sectional design. The research process was developed in three phases: in the first one, a review of specialized literature was carried out; in the second one, surveys were applied based on the standardized dimensions of the HOTELQUAL model, whose answers were tabulated and analyzed; and, finally, in the third phase, recommendations were made based on the findings obtained. The findings show that the dimension related to infrastructure presents the highest levels of dissatisfaction on the part of guests. Based on these results, specific improvements are proposed that will allow Hostal Posada del Ángel to optimize the customer experience and raise the general perception of the quality of the service offered.
Análisis de la gestión de talento humano en establecimientos de alojamiento enfocado en la motivación y retención del personal. Caso Four Points By Sheraton, Cuenca-Ecuador
(Universidad de Cuenca, 2025-09-11) Criollo Morocho, Erika Vanessa; García Soto, Erika Alexandra; Iñiguez Márquez, Gustavo Eduardo
This study analyzes the management of human talent in accommodation establishments with a focus on staff motivation and retention. The research includes a qualitative approach of exploratory scope, with an observational and cross-sectional design. The case study was the Four Points By Sheraton Hotel, Cuenca-Ecuador. It is projected that the findings obtained will serve as a basis to strengthen the processes of continuous improvement in the Human Talent department. The research was carried out in three phases. In the first phase, the main motivating factors of the staff were identified through the review of relevant academic literature. In the second phase, structured interviews were applied with the aim of exploring the motivational strategies applied by the Human Talent area, as well as the factors that affect the individual motivation of employees. The interviews addressed five main themes: a) rewards and benefits, b) professional growth, c) organizational environment/integration, d) work-life relationship, and e) leadership and management. Finally, in the third phase, the factors that directly influence staff motivation and retention were identified through a hermeneutical analysis using graphs that analyzed the information collected. Among the main motivational factors are the percentage of tips received at the end of the month, food subsidy, private health insurance, transportation by bus for associates, educational agreements, discounts on lodging and food at the different headquarters of the chain, as well as loans for studies, domestic emergencies and training.
Análisis de la influencia del eWOM (reseñas en línea) en la reputación de los hoteles de 4 estrellas ubicados en el Centro Histórico de Cuenca y su uso como herramienta de gestión de marketing
(Universidad de Cuenca, 2025-09-11) Carrión Luna, María Emilia; Ortiz Lojano, Gabriela Elizabeth; Saquicela Aguilar, María Esthela
The following work aimed to analyze the influence of electronic word of mouth (eWOM) on the digital reputation of 4-star hotels located in the Historic Center of Cuenca during the years 2022-2024. The research was developed in three phases: exploratory, descriptive and quantitative. 795 reviews were obtained from the platforms (Booking, Google), Power BI and ATLAS, Ti 23 tools were used to perform an analysis of the reviews. Reviews were categorized into positive, neutral, or negative to identify patterns, trends, and key factors influencing the guest experience. Among the factors that stand out the most are attention from the staff, cleanliness and location. Trends related to the variation of scores throughout the period analyzed and the behavior of the eWOM in different months of the year were also identified. In addition, the strategies related to the eWOM in each hotel were analyzed, where it was evident that hotels such as the Hotel Forum present a response level of more than 99% on the two platforms, while the Hotel Los Balcones does not respond to comments on either of the two platforms, thus demonstrating the differences that exist in the management of online reputation. This study allows us to understand the importance of eWOM to improve hotel competitiveness in a world where technology is increasingly present, highlighting the need to maintain an active management of digital reviews to improve guest experience and strengthen the online reputation of hotel establishments.
Estudio de factibilidad para la implementación de un lodge en el cantón Santa Isabel, provincia del Azuay
(Universidad de Cuenca. Facultad de Ciencias de la Hospitalidad, 2026-02-12) Naranjo Ávila, María José; Ávila Vélez, Tania Karolina
The Yunguilla Valley, in the Santa Isabel canton, is receiving an increasing number of visitors drawn by its warm climate and beautiful landscapes, especially during weekends and holidays. Amid this growth, a significant limitation is evident: the accommodation options remain concentrated in traditional inns, lacking the more immersive and specialized experiences characteristic of a lodge. This observation motivated the present proposal, whose purpose is to analyze the feasibility of implementing such an establishment that meets the evolving expectations of visitors and contributes to the diversification of tourism in the valley. This study began with a review of the territorial and tourism context of Santa Isabel, as well as the profile of those who visit the area, to better understand their preferences and travel habits. Furthermore, a market analysis was conducted to identify the current state of supply, potential demand, and appropriate strategies for positioning a lodge in the sector. Finally, economic viability was assessed by estimating the necessary investment, sources of financing, and projecting income and expenses, using financial tools to determine the project's long-term sustainability. Together, these elements provide a clear picture of Yunguilla's potential to host a lodge and the relevance of promoting a proposal that complements the existing tourism offerings.
Implementación de un sistema de gestión de inventarios para el departamento de housekeeping en el hotel Posada del Ángel, Cuenca - Ecuador
(Universidad de Cuenca, 2025-03-07) Burguan Garcia, Daniela Nicole; Choez Reinoso, Mayerly Elizabeth; Ávila Vinueza, Tania Lorena
The main objective of this intervention project is the implementation of an inventory management system for the housekeeping area at the Posada del Ángel hotel; and it is developed considering three fundamental stages: diagnosis, proposal and validation. In the initial diagnostic phase, tools such as observation and case study were used to identify existing deficiencies in inventory management. Once this information was obtained, procedure manuals were developed in order to optimize inventory management in the departments involved. Likewise, the implementation of an ABC system was proposed to streamline stock control according to the specific needs of this sector. With this control mechanism, the necessary matrices were proposed to carry out responsible and controlled management according to the different classifications of the ABC system. Finally, socialization was carried out for the implementation of the procedures designed through training with the actors involved; that is, the housekeeping and reception staff, in order to ensure its proper functioning. It is expected that this intervention will contribute significantly to improving the efficiency and effectiveness in inventory management in the housekeeping department of the Posada del Ángel hotel.
Propuesta de acciones sostenibles basadas en la Norma Smart Voyager Express – Hospedaje y la guía de buenas prácticas de turismo sostenible Rainforest Alliance 2005. Caso: Hostal Atenas de Cuenca, Ecuador
(Universidad de Cuenca. Facultad de Ciencias de la Hospitalidad, 2026-03-04) Pachar Muñoz, Marcela Estefania; Urgilés Contreras, Diana Paola
The tourism and hotel field is closely linked to sustainable practices, due to this, a proposal of sustainable actions aimed at improving the business, socio-cultural and environmental areas of the Atenas Hostel in Cuenca, Ecuador, is presented, based on the criteria established by the Smart Voyager Express Accommodation Standard and the Rainforest Alliance Sustainable Good Practices guide of 2005. The objectives of this proposal are to present various sustainable actions that help reduce its ecological footprint, improve the operational efficiency of the establishment and promote sustainable tourism. This proposal seeks to position Hostal Atenas as a benchmark for responsible tourism in its category in the city of Cuenca, Ecuador.
Propuesta de estrategias y tácticas de publicidad y promoción digital para el hotel Casa San Rafael de Cuenca-Ecuador
(Universidad de Cuenca, 2025-09-05) Monje Quinde, Aníbal Adrián; Tacuri Pintado, Galo Andrés; Iñiguez Márquez, Gustavo Eduardo
The objective of this proposal was to develop digital advertising and marketing strategies and tactics for the Casa San Rafael hotel. The project was structured in four phases: first, a diagnostic analysis of the hotel's current situation was conducted; subsequently, a market study was carried out to identify trends and preferences of the target audience. Based on these findings, a strategic proposal was designed, including specific digital marketing tactics tailored to the hotel's context. Finally, the results were shared with all stakeholders. The diagnostic analysis, using a SWOT analysis, allowed for an understanding of the internal and external factors affecting the hotel's operations. This was complemented by tools such as the PESTEL matrix to assess the macro-environment and Porter's Five Forces model to analyze the micro-environment of the hotel industry. Interviews with the hotel's administrative and operational staff, guest surveys to determine the customer profile, observational trend analysis, and benchmarking were also conducted. As a result, a proposal for strategies focused on strengthening the brand's positioning and visibility was presented. These strategies can be implemented immediately by the hotel manager, as they were designed with clear objectives and sub-objectives, assigned responsibilities, and a defined timeline, facilitating their implementation and monitoring. This proposal provides a solid foundation for future actions that will contribute to strengthening the hotel's position in a competitive and ever-evolving tourism market.
Propuesta de un plan de marketing digital para el hostal El Barranco, Cuenca, Ecuador
(Universidad de Cuenca. Facultad de Ciencias de la Hospitalidad, 2026-03-04) Mendieta Pesantez, Bryan Oswaldo; Peñaloza Muela, Edgar Aníbal; Delgado Oleas, Nancy Karla
The purpose of this work is to develop a digital marketing plan tailored to the specific needs and characteristics of El Barranco hostel, located in the historic center of Cuenca, Ecuador. Based on a comprehensive diagnostic assessment, including an analysis of the internal and external environment using tools such as SWOT analysis, semi-structured interviews, and participant observation, significant shortcomings in the establishment's digital management were identified, such as the absence of a website, a weak social media presence, and a lack of awareness of online booking platforms. Furthermore, market research was conducted through guest surveys and an analysis of direct and indirect competitors, characterizing the profile of the potential customer and current consumption trends. Based on these findings, a digital marketing plan was structured, incorporating strategies relevant to the company's needs. The proposal aims to improve the hostel's visibility, increase occupancy, and strengthen its competitiveness in a dynamic tourism market. Finally, the strategies were validated through a process of engagement with the owners and staff of the establishment, ensuring their operational viability and alignment with the principles of sustainable tourism and local development.

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