Propuesta de modelo de administración hotelera para la hostería Lago de Cristal del cantón Girón, provincia del Azuay

Abstract

This work proposes a model of hotel management for the Lago de Cristal inn, a hotel establishment that provides accommodation, food, entertainment and events in Girón, province of Azuay. Through this proposal, it is intended to guide the administrators of the inn, so that, according to their needs and possibilities, they replace the empirical administration that they are currently developing with an administration based on processes, systems, techniques and appropriate strategies. A mixed research process was followed to develop the proposal. First, a bibliographic analysis of the different administration models was carried out, later, as to determine the problems of the current administrative system of the inn, the internal administrative system was diagnosed; a comparative table of the current situation of the establishment with the current accommodation regulations in which the percentage of compliance with the established requirements is indicated, and finally a SERVQUAL survey was applied to measure the quality of the inn service. From this evaluation, the key points were obtained to design the hotel management model that improves the operation in the different areas of the establishment, increases the quality of hotel services and in turn generates greater productivity in the inn.