Hotelería

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Browsing Hotelería by Subject "Atencion Al Cliente"

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    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