Hotelería-Pregrado

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Análisis comparativo de la posición competitiva de Airbnb con Booking y Expedia en la ciudad de Cuenca
(2019-09-11) Riera Rea, Vanessa Nathaly; Sánchez Tirado, Wilson Xavier; Astudillo Durán, Silvana Vanessa
In the course of time the hotel industry has been evolving and taking great importance in the mind of consumers, as a result, different virtual platforms that provide a wide range of formal and informal accommodation have been created, in order to save time and allow quick access to make a reservation. Each platform is constantly striving to occupy the first place in reservations, which is why this graduation work includes a comparative analysis of Airbnb’s competitive position with Booking and Expedia in the city of Cuenca. For this purpose, the ANOVA statistical test was used to compare services, rates and valuations of the three platforms. The results indicate that there is evidently a difference with respect to the service and tariff variables, while in the valuations given by each guest there was no variety among the three case studies. On the other hand, Airbnb’s competitive level in informal accommodation is high compared to Booking and Expedia, whereas the latter two offer a wide range of regulated accommodation; as a result of the averages, Airbnb has a competitive advantage over Expedia in relation to services, but Booking leads with a greater offer for this variable. Airbnb and Booking’s per-night rate shows minimal rivalry, but Expedia has high prices. At the same time, these three platforms face the same assessment.
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.
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
Análisis de la innovación en los productos y los procesos en los hoteles de la ciudad de Cuenca
(2019-05-10) Orellana Albarracín, Marcia Cristina; Astudillo Durán, Silvana Vanessa
The hospitality industry has been a very important economic source at the global level over the past few years, it has evolved causing major changes, with a wider range of hotels, with advanced concepts toward a more innovative hosting and a market that includes new segments. Therefore, it is important to know the movements of the hospitality industry to adapt to the changes caused by different factors in the environment. For this reason, the present research work is based on knowing the innovation of products and processes in the hotels of the city of Cuenca between the years 2016 and 2017. The study was carried out in 80 establishments through surveys to the owners or managers, with the purpose of knowing about the identification of companies, the typology of innovation and the effects of innovation. In addition, a study of innovation in local hotels compared with the trends at the international level using the tool of benchmarking was carried out. The results show that the hotels in the city of Cuenca innovate more in significantly improved products than in processes. The effects are improved quality, increased in customer satisfaction, improvement in the company´s image and profitability. While the assessment of benchmarking marks a disadvantage in the innovation of the hotels of the city of Cuenca in comparison to the trends of the international hotels.
Análisis de la organización y cumplimiento de objetivos institucionales de la Asociación Hotelera del Azuay periodo 2015-2018 para la optimización del sector de alojamiento
(2019-07-23) Ordóñez Hurtado, Ruth Noemí; Sánchez Criollo, Rosa Elvira; Avecillas Torres, Ángeles Imelda
This research project analyzes the accomplishment of institutional objectives by the Azuay Hotel Association during the period 2015-2018, for the purpose of this study, first it started with the legal framework analysis on the constitution of associations with the purpose of having a greater understanding on the topic and then was emphasized in getting to know in a general way the Azuay Hotel Association. For the development of the exploratory project, surveys were conducted in 51 accommodation establishments affiliated with this organization in order to know their perception about the work carried out during these three years of management. Likewise, the president of the association, Mr. Juan Pablo Vanegas, was interviewed to obtain relevant information on the activities carried out during his mandate at the head of this organization. From the information obtained, produced a diagnosis, which allowed us to meet and determine how has served the association with respect to fulfilling its objectives. Subsequently, with the results obtained, a plan of proposed actions was elaborated in order to achieve each of the objectives considered in the constitution in order to improve the Azuay Hotel Association management.
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 calidad en el servicio y atención al cliente en las cadenas hoteleras caso Cadena Selina
(2019-09-18) Méndez Herrera, Patricia Jaqueline; Quintuña Carchichabla, Marcia Alexandra; Jaramillo Granda, Marlene del Cisne
Customer satisfaction in the hotel sector is a key factor to increase guest occupancy through which the company can attract and maintain loyalty of those who have visited it, therefore, managers should focus on retaining them by implementing policies aimed at them. The objective of this study in to examine quality factors for the client service and attention and its measurement used in Hotel Chains of Ecuador, specifically in the Selina Chain. The study is a non-experimental design, of quantitative observational type; a customer satisfaction questionnaire based on the Servqual Method was applied on a sample of 225 guest, from which the data were obtained and processed in the SPSS version 25. The study allowed knowing the level of satisfaction of the guest of the Selina Cuenca Chain, who value the level of empathy of the employees.
Diagnóstico de la calidad del servicio al cliente en los hoteles San Francisco y Grand Hotel Americano de la ciudad de Machala, aplicando el modelo Hotelqual y propuesta de mejora
(2019-09-04) Jara Castro, Johanna Maricela; Reyes Ordoñez, Ruth Verónica; Webster Coello, César Oswaldo
Providing quality services in an accommodation company is a reality that benefits through differentiation in the market and to stand out from the competition, it is for this reason that in the country different regulations to standardize accommodation services are issued, within them is the Regulation for Tourist Accommodation, issued by the Ministry of Tourism. The idea of diagnosing customer service quality is born upon of the great offer of lodging that the city of Machala possesses, since it is the one of the most important and productive cities of the country, for that reason, it is necessary for this destination to improve in this scope. In the present graduation work as a basis for this research study two establishments aimed at the executive target are taken, in this case the hotels San Francisco (two stars) and the Grand Hotel Americano (three stars), starting from a process of conducting interviews with the manager and observations sheets, in addition to guest surveys, which cover the twenty items of the Hotelqual model, focused on assessing the quality of accommodation service according to three dimensions: the staff, facilities and organization. In the same way, in order to determine whether the hotel companies under study comply with the requirements according to their category, the Tourist Accommodation Regulations is applied, using the same study mechanism for both establishments. According to the methodology used, important results were obtained to proceed to classify the main shortcomings found according to the three dimensions of the model under study, with them it was possible to elaborate and propose strategies whose purpose is to raise the quality index in service to both internal and external customers, thus achieving their satisfaction and meeting their expectations.
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.
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.
Estudio de factibilidad de una hostería en la parroquia rural Simiatug, provincia de Bolívar.
(2019-09-17) Ortega Castillo, Lucia Doménica; Paucar Guayara, Carmen Valeria; Ávila Vélez, Tania Karolina
This document is a feasibility study for the implementation of an inn in the rural parish of Simiatug, belonging to the canton Guaranda, province of Bolivar. It is proposed to establish 23 rooms with an ancestral concept, which seeks to give the guest a cultural experience. An analysis of the history of the parish was elaborated to identify the characteristics of the place where it is proposed to locate the inn, with the purpose of defining the necessary strategies for a market study and using as a tool the survey, it was possible to determine the demand, supply, distribution and promotion, concluding with a SWOT analysis. In order to achieve the proposed objective, a technical and organizational proposal was also elaborated, which resulted in the process for the implementation of the physical structure and work equipment necessary for its functioning. Finally, the financial proposal of the project was made, which includes sources of financing, application of funds and projected financial statements, in addition to the calculation of financial indices such as PRI, NPV, RBC, IRR and break-even point. Keywords: Simiatug. Hostelry. Feasibility. Entrepreneurship. Budget.
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.
Guía metodológica y operativa para la implementación de casas de huéspedes en la ciudad de Cuenca
(2019-09-16) Arizaga López, Paúl Antonio; Delgado Oleas, Nancy Karla
The aim of this intervention project is to create a methodological and operational guide for the implementation of guest houses in Cuenca, 2018-2019. This study was carried out using a mixed approach methodology through a quantitative study based on the compilation of data from the Ministry of Tourism as well as from different web sites in order to deepen the reality being studied. Variables such as location, capacity, services, advantages, and prices were considered in the study. Afterwards, a qualitative approach was applied using interviews so as to know the perception regarding the current situation of the hotel industry. As a result of this study, it could be perceived that the formal supply of guest houses is not enough for the boom of tourism. Besides, there is a huge informal supply which does not have license and operates without any inconvenient. This situation turns into an unfair competition difficult to overcome for the businessmen who have invested and want to work legally. This circumstance should be checked and improved for the benefit of the economic, cultural, and touristic development of the region. Key words: methodological guide, guest houses, service, lodge, tourism
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.
Plan de responsabilidad social empresarial basado en la norma del instituto Ethos aplicado al hotel Posada Ingapirca
(2019-09-10) Jarro Duchimaza, Luis Santiago; Iñiguez Márquez, Gustavo Eduardo
Posada Ingapirca is a family tourist Company that offers lodding and catering services, offering its national and foreing clients a pleasant and welcoming environment in the middle of the Cañar province Highland moors, next to the ruins of Ingapirca. This study tries to provide its owners with Corporate Responsibility Plan, by means of a situational diagnosis of the company, under the parameters of the Ethos Institute of Brazil, wich proposes parameters to develop the business activity in a profitable, sustainable and competitive way, with the purpose of benefiting the company, and all its public of interest (employees, suppliers, society, environment, among others). Therefore, after evaluating the degree of compliance with each of the indicators, this research is completed by providing recommendations in the form of strategies, tactics, plans and programs so that they can be put into practice.
Propuesta de creación de un departamento dirigido al target de turismo de salud caso Rioné Hotel Boutique, en la ciudad de Cuenca
(2019-02-05) Angel Quimbay, Ingrid Johanna; Flores Astudillo, Guido Andrés; Avecillas Torres, Ángeles Imelda
The purpose of this intervention project is to develop a proposal for the implementation of a department aimed to health tourism, in the specific case of the Rioné Hotel Boutique, with the positioning of services that guarantee the necessary comfort for an appropriate stay and healing of patients in the post-operative stage. This project includes three chapters: bibliographic investigation that clears concepts, origin, advances in international, national and local health tourism. In the second chapter, the needs of tourists that visit the city for health reasons are determined; issues like: infrastructure, services and human resources are taken into account. Likewise, an analysis of the actual situation of the study case, Rioné Hotel Boutique, is determined. In the third chapter, the proposal for the creation of a department targeted to health tourism is developed. In the methodology, semi-structured surveys to specialized doctors from clinics and hospitals from Cuenca were used. In the same way, some surveys to patients who have gone under surgeries in Cuenca have been done to recognize their needs for the development of the proposal to later on guarantee their full recovery and success of the surgery. Finally, at the end of the project, patients who need this recovery services were identified, and the remodeling of the facilities and services at Rioné Hotel Boutique was determined as possible to help this market segment.
Propuesta de creación de un manual de procesos operativos para el área de hotelería hospitalaria del hospital básico IESS Puyo, provincia de Pastaza
(2019-09-19) Zambrano Santiak, Nelly Jazmín; Tosi Vélez, Augusto Andrés
Hospital hoterly is a specialized area of the hotel industry, responsible for providing efficient services related to the reception and care of hospitalization patients, cleaning of rooms, bathrooms and common areas, maintenance, damage repair and laundry. At present, hospital hoterly is a concept that has not yet been adopted by health establishments in Ecuador, which highlights the relevance of its study and implementation in the hospital sector of the country in order to optimize activities related to the patient care and satisfaction. The purpose of the intervention project was to develop a manual of operating processes of the Basic Hospital of IESS “El Puyo”, for which the description of job profiles, operating processes and management and control sheets were made. The continuous measurement of patient satisfaction is proposed, through the implementation of control indicators and a periodic survey. Keywords: Hospital hoterly. Hospitality. Customer service. Operational processes. Hotel quality
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.
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.

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