Hotelería

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Análisis de la calidad de servicio en los hoteles Oro Verde y Veuxor de la ciudad de Machala, mediante el modelo Servqual
(2019-03-15) Illescas Herrera, Luisa Lizbeth; Reinoso Coronel, José Lino
The goal of this intervention project is to diagnose the Hotels Oro Verde and Veuxor through the Servqual model and its dimensions (tangibility, security, response capacity, empathy and reliability), based on the expectations and perceptions of the users of these establishments. With this model it is intended to have a clear idea on the reality of the accommodation offer. The used methodolgy is quantitative, due to the fact that it is necessary to know aspects that are not measurablee, and at the same time the research needs quantifiable parameters. This investigation is composed of a questionnaire of 22 items, which are divided into 5 dimensions that are evaluated by a Likert Scale from 1 to 5 points. The intention is to generate an evaluation about the expectation that the client had, regarding the service that the hotel offers, and in a second moment which was the perception of the service. The province of El Oro is in the rediscovery of its touristic potential, which leads to a greater touristic promotion, and at the same time attract more public to enjoy its attractions. It is a this point that the hotel industry enters with an offer that seeks to meet the expectations of potential guests. Even though, the development of this industry has been slow, one cannot deny the efforts on highlighting all their accommodation variety. This leads to the emperical opening of more establishments that seek to cover in many cases noche markets that still cannot be captured.
Análisis de la dinámica de alojamiento en quintas vacacionales: Yunguilla - Santa Isabel
(Universidad de Cuenca, 2022-02-16) Chacón Jara, Nube Yessenia; Panamá Laso, Jennifer Carolina; Sánchez Rodas, Lourdes Monserrath
The Yunquilla Valley, characterized by its warm climate, sugarcane plantations, the sugarcane mill and its beautiful natural attractions; it has become a place demanded by locals and foreigners to build modern holiday quintas. However, these holiday homes have gradually taken on other uses; going from being residential houses to a new type of tourist accommodation. That is why, this research aims to provide a complete analysis of the dynamics of accommodation in holiday quintas of Yunguilla-Santa Isabel. This study had a mixed approach; the first part obeyed a qualitative approach of exploratory scope aimed at determining the causes of irregularity. The second phase obeyed a quantitative approach of exploratory-descriptive scope, aimed at characterizing the functioning of the holiday quintas through variables collected in a database. Subsequently, based on the results obtained, a comparative analysis was established between a quinta and a formal establishment. As a result of the study, the first chapter concludes with seven causes of informality: citizen culture, distrust of the country's institutions, economic needs, bureaucracy, lack of incentives, tax evasion and lack of capacity to exercise the activity. In the second chapter, after the analysis of 57 quintas, a general description of each one is presented, its operation dynamics, georeferencing and identification of the people involved in its operational processes. Finally, the third chapter deals with the comparison of the functioning of a quinta versus a formal establishment. Keywords: Holiday quintas. Irregularity. Operation dynamics.
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.
Comparación del cumplimiento de procesos hoteleros según las normas INEN, en las áreas de Administración, Recepción, Alojamiento y Recreación en las hosterías del cantón Gualaceo: Hostería Casa Grande y El Peñón de Cuzay
(2020-01-06) Once Guartazaca, Jessica Johanna; Patiño Uyaguari, Jenny Fernanda; Molina Díaz, María Augusta
The present investigation compared the compliance of hotel processes based on INEN Standards N°, 2446; 2451, 2432, 2434, and the Normative Framework associated to swimming pools, Law N° 1209- Colombia; in two inns of the canton Gualaceo. In the first place, the existing quality level in each establishment was determined. A matrix was then drawn up based on the INEN standards mentioned above, which indicate compliance, non-compliance and partial compliance with each of the variables implemented (knowledge, skills, attitudes and functions). Upon this evaluation, percentage results were obtained in each qualified variable, revealing the main weaknesses of both companies, which prevent a good development within the processes that are carried out; One of them, on the one hand, resides in customer service (personal-guest) and, on the other hand, the regency of the experience in similar works within the administration, leaving with less importance the professional formation and the orientation to change in planning of its activities. For this reason, strategies of improvement were established in each area, through schedules of activities for the following year, and models of registry to improve the organization of the work of each area of the establishment.
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.
Diseño de un Manual de Gestión Sostenible basado en el Estándar Preferred by Nature de turismo sostenible para alojamientos. Caso El Sendero Glamping, Parque Nacional Cajas–Ecuador, 2022
(Universidad de Cuenca, 2024-02-28) Galarza Medina, Laura Valeria; Márquez Guerrero, Lucia Aracely; Galarza Torres, Marcela Alexandra
In recent years, a large number of hotel establishments have been interested in applying sustainable management in their companies, as climate change is affecting the entire planet, and sustainability helps to cause the least possible impact on the area where each establishment operates. That is why in this project it is intended that "The Glamping Trail" operates in a friendly way, considering the business, environmental and socio-cultural areas that appear in the Rainforest Alliance's Preferred by Nature Standard. In this way, it seeks to provide specific guidelines and practices for the sustainable management of glamping operations, in order to promote the conservation of ecosystems, the protection of biodiversity and the well-being of local communities. Thus, promoting responsible hotel practices that benefit both the business environment and the socio-cultural and environmental. In the work, a manual is proposed to be implemented in glamping with the aim of improving its operations and highlights aspects that the establishment complies with and were observed during the research visits. Keywords: sustainable management, climate change, sustainability, conservation, ecosystems
Estudio de factibilidad para la creación de cafeterías de especialidad en hoteles de cinco estrellas. Caso: Hotel Oro Verde Cuenca
(Universidad de Cuenca, 2021-12-08) Calderón Neira, Julián Santiago; Molina Díaz, María Augusta
The city of Cuenca has presented a considerable increase in tourist accommodation establishments. However, many of them have not consolidated innovative ideas as to draw attention to new latent markets in the world, invariably focusing on executive or family segments. But the new needs have instituted new sectors that focus their requirements on levels of personalization and quality in the different products and services. This project seeks to demonstrate the application and implementation of new trends in the markets of a specific economic sector such as hospitality. Within this field, it is proposed to implement specialty cafeterias, which will generate access to new markets interested in the concept. Nowadays, accommodation establishments are identified as companies that can promote the diversification of activities according to their categories; thus, influencing tourists to wish to acquire goods that represent the culture of the place where they are; at the same time that they go through moments of leisure and relaxation. On the other hand, specialty coffee shops meet the criteria of the needs of new markets. Consequently, the research aims to evaluate the feasibility of implementing these spaces and concepts within the five-star hotels in the city of Cuenca; but specifically, inside the Hotel Oro Verde. To this end, the analysis has been divided into three sections focused on: The study of the cafeterias of the different hotels in the city; the reality with which the Hotel Oro Verde is currently managed; and finally, the proposal by which the evaluated establishment could implement the analysis approach with the effect of diversifying activities that attract the interest of new markets. Keywords:Hotels. Innovation. Markets. Diversification of activities. Specialty. Cafeterias. Quality systems. Personalization.
Estudio de factibilidad para la implementación de un glamping en la parroquia Quingeo, provincia del Azuay
(Universidad de Cuenca, 2025-01-31) Carreño Abad, Dayanna Lizbeth; Fajardo Cordero, Juan Diego; Delgado Oleas, Nancy Karla
Quingeo, a charming parish in the canton of Cuenca in the province of Azuay, was recognized as a cultural heritage site on September 13, 2009. This place stands out for its historic houses, festivities such as the celebrations in honor of the Señor de los Milagros, the festivals of the Cruces and Chicha Machay, as well as for its various natural sites such as the Cerro de Pillachiquir, Comúnloma, Loma de Guamán and the Quingeo River. This research shows a feasibility study for the implementation of a glamping in the parish of Quingeo, offering lodging services, gastronomy and recreational activities that take advantage of the local tourist richness. In addition to promoting the economic development of the parish, it seeks to improve the quality of life of its inhabitants, such as Mrs. Rosa Jiménez, owner of land in the area, who is interested in investing in the project if its viability is demonstrated. The methodology includes a detailed diagnosis of local needs, a technical study to evaluate the required infrastructure, a market analysis to understand potential demand, a financial feasibility study to ensure the economic sustainability of the project, and an environmental and social impact assessment to mitigate possible negative effects and maximize benefits for the community. The objectives of this research are to determine the feasibility of glamping in Quingeo as a sustainable accommodation option and naturally integrated with its cultural environment, providing a unique tourist experience that contributes to local and regional development.
Estudio de factibilidad para la implementación de un glamping para alojamiento turístico en la parroquia San Joaquín del cantón Cuenca
(Universidad de Cuenca, 2025-06-25) Cieza Mejía, Luis Marbin; Maurad Quilambaqui, Jefferson Walter; Ávila Vélez, Tania Karolina
Tourism in Ecuador is recognized for its cultural and natural richness, which encourages the search for innovative accommodation alternatives. In this context, the rural parish of San Joaquín offers a privileged setting for the implementation of an accommodation facility. This proposal aims to evaluate the feasibility of establishing a glamping site in the aforementioned parish, thereby diversifying the tourism offering by taking advantage of its scenic and cultural attributes. To achieve this objective, a mixed-method approach combining quantitative and qualitative techniques was employed. First, a situational assessment was conducted using observation as a tool, considering a series of interactive steps focused on tourist attractions, accommodations, gastronomic offerings, and the natural and cultural environment of the San Joaquín parish in the canton of Cuenca. A survey was then conducted to segment the potential market, the analysis of the results of which helped us develop a market study. Finally, a financial study was conducted, supported by indicators such as NPV and IRR, among others, which allowed us to assess the feasibility of the proposal.
Exploración de la inmersión del consumo de un servicio de alojamiento, modelo glamping con participación comunitaria en la parroquia Nulti-Cuenca, Ecuador, 2022-2023
(Universidad de Cuenca, 2023-10-18) Narea Jadán, Viviana Mariana; Puma Quinde, Verónica Isabel; Serrano López, Ana Lucía
Hosting services are tailored to meet the diverse needs of consumers, which are based on their personal preferences and criteria. This project focuses on analyzing consumer preferences in relation to accommodation services, especially in the post-COVID-19 context. Guests seek safety, connection with nature and demonstrate greater awareness about environmental care and sustainability. To meet these requirements, the concept of Glamping has been proposed as an ideal option. An analysis of the preferences of this model is carried out in the parish of Nulti-Cuenca, taking advantage of the potential that this community offers. The importance of community participation in the project and the future benefits it can generate is highlighted. The methodological approach used is mixed, combining interviews with the key actors of the parish and surveys of potential consumers of the product. These stages are fundamental to explore consumption preferences and achieve the main objective of study. This intervention project is divided into three main phases. First, the tourist structure of the parish is identified through semi-structured interviews. Then, preferences are analyzed through surveys, which allows to create a management model based on the theory of organizational behavior. Finally, strategies are established to improve these models and a marketing plan aimed at a specific target public is proposed, according to the results obtained. Keywords: implementation, glamping, accommodation, sustainable tourism, Nulti
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
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 de un manual de procesos para las áreas de recepción y de habitaciones dirigido al Centro de Entrenamiento para el Alto Rendimiento Empresa Pública de la ciudad de Cuenca
(2019-02-14) Barrezueta Ortiz, Katherine Gabriela; Salinas Salinas, Caterine Abigail; Carpio Álvarez, Santiago Domingo
Accommodation centres for athletes have converted in recent years in a very important branch of hospitality in different provinces of Ecuador, focusing on giving an accommodation service with quality and warmth, that fulfils the objectives to provide wellbeing during the stay of the athletes and their accompanying people, so the present degree work seeks to establish improvements in the processes in the areas of reception and the Training Centre rooms for the high performance CEAR EP in the city of Cuenca, taking as a basis the standards of series ISO 9000, INEN standards and others rules and regulations associated with the sector, for this a diagnostic evaluation was conducted evaluation was conducted of CEAR EP, of this processes in general and the reception areas and in the particular the rooms, surveys to the athletes that stayed during the month of September, 2018, interviews with the people in charge of the reception and rooms, and evaluation of human resources, technical and physical in those areas. With this base line, maps were established of processes focusing on continuous improvement and finally a process manual was developed for the reception areas and rooms with procedures, operations, instructions and registers that provide an effective, efficient and quality service, considering the setting and offering security, in order to meet the necessities, expectations and satisfaction of the client.

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Browsing Hotelería by Subject "Alojamiento"