Hotelería-Pregrado

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

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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 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.
Análisis de los factores que contribuyen al índice de deserción en la carrera de Hospitalidad y Hotelería de la Universidad de Cuenca durante el periodo 2020 - 2022
(Universidad de Cuenca. Facultad de Ciencias de la Hospitalidad, 2026-03-04) Patiño Solano, Christian Sebastián; Pineda Campoverde, Iván Ronald; Sánchez Rodas, Lourdes Monserrat
This research analyzes the factors that affect student dropout in the Hospitality and Hospitality career at the University of Cuenca during the period 2020–2022. A qualitative-descriptive approach was applied, structured in three phases: theoretical review, analysis of academic indicators and interviews with dropout students and institutional authorities. The results show that dropout responds to personal, academic, social, and economic factors, intensified by the effects of the COVID-19 pandemic. Among the main causes are lack of vocation, demotivation, academic pressure, economic difficulties and poor adaptation to virtuality. Cohort analysis shows an increasing trend of dropout, with a rate of 48.57% in the 2022 cohort. It is concluded that dropout is a multifactorial phenomenon that requires institutional strategies of academic accompaniment, vocational guidance and socioeconomic support, especially during the first semesters, in order to reduce early dropout and improve student retention.
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.
Estudio de factibilidad para la creación de un Centro de Alojamiento Comunitario en el sector Cebadillas, cantón Sígsig
(Universidad de Cuenca. Facultad de Ciencias de la Hospitalidad, 2026-01-30) Salazar Plasencia, Martha Celina; Ávila Vélez, Tania Karolina
The Cebadillas sector, a territory belonging to the San Sebastián commune, proposes a local development initiative for the community through entrepreneurship and community tourism, to take advantage of the scenic attractions, cultural programs and handicrafts that are made in the canton. In this context, the implementation of a Community Accommodation Center has been considered through this proposal, with the aim of evaluating the feasibility of creating the project in the sector. First, a situational diagnosis was carried out to identify the natural attractions, cultural programs and traditions that the sector has, and thus take advantage of these resources for the development of the proposal. After that, a market study was carried out, applying a survey with closed questions, as to segment the potential market, it was possible to analyze the target, their preferences and tastes, evaluate the competition, consider the price factors, services offered and the strategic location, among others. Finally, a financial study was carried out, incorporating investment, financing, income, costs and expenses; with the support of financial indicators such as NPV and IRR, and thus we obtained information on the economic feasibility of the proposal.
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.
La situación actual del greenwashing en la industria hotelera: Una Revisión Sistemática de la Literatura (RSL)
(Universidad de Cuenca, 2025-09-11) Carabajo Patiño, Dayanna Jacqueline; Juela Inga, Michelle Alexandra; Galarza Torres, Marcela Alexandra
The project aims to analyze the current situation of greenwashing in the hotel industry and its implications on sustainable practices through a systematic literature review (RSL). The problem will be addressed by implementing a search algorithm aimed at identifying patterns in the scientific literature. The methodology applied in the research will have a mixed approach of descriptive scope and a longitudinal observational design, based on literature from the last five years. The study will follow the PRISMA (Preferred Reporting Items for Systematic Reviews and MetaAnalyses) protocol, which will guarantee an adequate selection and analysis of relevant bibliographic sources. The search method was carried out in three phases: the first consisted of the construction of a theoretical framework based on recent literature. In the second phase, the PRISMA protocol will be applied, which defines search terms, inclusion and exclusion criteria, and relevant sources, processing the data with the R Studio software version 4.3.2 and the Bibliometrix library for a bibliometric analysis focused on metrics. Finally, in the third phase, a qualitative systematization of the selected literature will be carried out, analyzing methodologies, results and problems addressed in the studies, with the purpose of identifying trends and gaps in the literature on the object of study.
Revisión sistemática de la literatura sobre el impacto de la movilidad estudiantil en la educación en hospitalidad
(Universidad de Cuenca, 2025-09-11) Cajamarca Olivo, Daniela Estefanía; Fajardo Narváez, Evelyn Brigitte; Espinoza Figueroa, Freddy Edgar
This research study focused on analyzing student exchange programs in hospitality education through a systematic review of the literature. The objective was to analyze the role of student exchanges in relation to education in the hotel field. An observational design was used with a quantitative and qualitative approach of analytical scope and longitudinal section. The project had three stages: first, a theoretical framework was made to identify relevant literature on student exchanges in the database such as Scopus. As a result, a theoretical reflection was obtained with bibliometric data documented from 2019 to 2024. In the second phase, the PRISMA protocol (Preferred Reporting Items for Systematic Review and Meta-Analysis) was applied to filter the selected studies and analyze problems, methodologies and results using tools such as R Studio and Bibliometrix. Finally, the main findings were synthesized, detecting gaps in relation to student exchange. In fact, there are no current topics about this type of study, so it would be pertinent for hospitality-related institutions to consider this gap. Finally, this study identified current trends and challenges to improve access, quality, and relevance of educational exchanges in hospitality.
Propuesta de un modelo para las asignaturas de Práctica de Servicio Comunitario 1 y 2 que integren prácticas alineadas al perfil académico de los estudiantes de la carrera de Hospitalidad y Hotelería de la Universidad de Cuenca
(Universidad de Cuenca, 2025-09-11) Arce Alvear, Camille Vanessa; Reinoso Cumbe, Erika Tatiana; Sánchez Rodas, Lourdes Monserrat
This intervention project aims to develop a proposal for a comprehensive model for the implementation of the subjects of Community Service Practice 1 and 2, which integrates activities aligned with the graduation profile of the students of the Hospitality and Hospitality career of the University of Cuenca. The research was carried out with a qualitative approach, through a review of documents and records provided by the Hospitality and Hospitality Career Directorate and the Coordination of Linkage with Society of the Faculty of Hospitality Sciences. In addition, semi-structured interviews were applied to administrative staff, teachers and students selected for convenience. The information collected was processed through discourse analysis with the Atlas.ti 23 software (inductive-deductive coding) and subsequently analyzed through narrative analysis. The results showed a weak connection between some linking projects and the graduation profile, due to the poor communication between tutors and students, the lack of follow-up to the activities developed and the low student motivation. Based on these findings, a model was designed that establishes general guidelines for the management of Community Service Practice subjects, which was validated with students to respond to the expectations of the actors involved. It is concluded that the proposed model contributes to improving student satisfaction and optimizes the management of pre-professional internships in the Hospitality and Hospitality career.
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.
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 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.
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.
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.
Plan de promoción y publicidad para El Hotel Cisne, 2024
(Universidad de Cuenca, 2025-05-19) Jarama Zhagüi, Martha Cecilia; Zhunio Cajamarca, Marcia del Carmen; Iñiguez Márquez, Gustavo Eduardo
With the aim of increasing the visibility of the Hotel Cisne, located in the El Arenal sector, attracting a greater number of guests and differentiating itself in the market, a promotion and advertising plan was developed through digital and traditional marketing strategies. To this end, a cross-sectional research was carried out with a mixed approach. From the qualitative side, documentary analysis and interviews with hotel staff were carried out and for the quantitative approach, surveys were applied to the guests available during the study period, using non-probabilistic sampling for convenience, to identify specific market segments thanks to data inference. According to the study, most guests indicated that they were unaware of the hotel through social networks or its digital presence. As contributions, the study proposes specific recommendations to improve the hotel offer, in addition to specific promotion and advertising strategies, through advertising campaigns, especially in digital communication, which will improve the hotel's positioning and, consequently, increase its profitability.
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.
Propuesta para la implementación de un glamping en el Mirador Turístico El Boquerón, parroquia de Turi, Cuenca
(Universidad de Cuenca, 2025-04-02) Arpi Varas, Cristopher Geovanny; Zumba Sibri, Jessica Alexandra; Sandoval Lozano, Darwin Fabián
The El Boquerón Tourist Viewpoint located on the Boquerón hill in the parish of Turi, is a place surrounded by nature a few minutes from Cuenca. Being relatively new, it is growing, for this reason the present titling work is a proposal for the implementation of a glamping at the El Boquerón Tourist Viewpoint in order to respond to the need for lodging and complement the existing services. The accommodation focuses on a type of glamping, specifically the "Safari Tent", since due to its design, materials and easy installation they adapt to the environment. The development of the proposal begins with the collection of information to discover the tourist potential of the viewpoint. In addition, a market study is carried out with its respective analysis that demonstrates the interest of people to acquire the lodging service, likewise, the technical study is detailed with the necessary aspects for the correct operation of glamping. Finally, the accounting tools used helped determine the profitability of the project over the years.
Propuesta de branding corporativo para el Hotel Italia de la ciudad de Cuenca. Septiembre 2023 - Febrero 2024
(Universidad de Cuenca, 2025-03-10) Lasso Serpa, Cecilia Michelle; Vallejo Vázquez, Andrea Doménica; Delgado Oleas, Nancy Karla
The objective of this study is to develop a corporate branding proposal for Hotel Italia to guide owners through a process designed from academia, which allows them to contribute to the economic activities of a hotel with a long history. Hotel Italia, an accommodation establishment that is categorized by the Ministry of Tourism of Ecuador as a third-class institution, corresponding to 3 stars. Through the analysis of Hotel Italia's internal and external factors, strengths, weaknesses, opportunities and threats that affect its competitiveness in the market were identified, where the main tourist profile has been defined. With this information, strategies were defined to improve the hotel services and products, with the aim of strengthening its corporate branding. Qualitative and quantitative methods with a descriptive analysis were used in the research. Based on the data collected, the foundations were laid for a proposal that strengthens Hotel Italia's services and products. That is why it has been possible to form a new and sophisticated corporate image to create a bond of commercial loyalty between Hotel Italia and its main sales segment.
Revisión sistemática de la literatura (RSL) sobre la aplicación de los códigos de ética en la industria hotelera
(Universidad de Cuenca, 2025-03-10) Bonilla Tenén, Maribel del Pilar; Ortiz Aguayza, Diana Elizabeth; Sánchez Rodas, Lourdes Monserrat
Through this study, a systematic literature review (RSL) was carried out on the application of codes of ethics in the hotel industry with the aim of analyzing the influence that the implementation of these standards has on the hotel environment. A document analysis was applied based on the PRISMA protocol (Preferred Reporting Items for Systematic Reviews and Meta-Analyses) using the Scopus database as a reference. In addition, a bibliometric analysis of articles from 2004 to 2024 was carried out to evaluate the impact of research on ethics in the hotel industry. Through a comprehensive analysis of the studies, it was possible to examine various approaches applied by hotel companies to integrate ethical practices into their operations, where relevant trends and gaps in the influence of codes of ethics in the hotel sector were determined. It was concluded that the accommodation industry is not governed by a certain code of ethics, but is guided by its beliefs and moral values based on already established norms. In addition to this, the application of ethics in the hotel industry depends on contextual and demographic factors such as age, level of education, religion, category of the establishment, geographical location and origin of resources, which means that the rules must be constantly adapted and reconsidered to prolong their effectiveness.
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.

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