Propuesta de un manual de procedimientos para el servicio pet friendly en hoteles cinco estrellas de la ciudad de Cuenca. Caso Hotel Four Points by Sheraton

Abstract

At present, the presence of pets represents an important part of society, because, after a long process of domestication, with a wide variety of different species, they are currently part of a market segment that involves their inclusion in different customer service establishments, under the pet friendly concept with a considerable demand in the hotel industry. The evolution of this trend, especially in five-star hotels, nowadays, represents the inclusion of variants that also seek to satisfy the basic needs of pets during their stay. It is for this reason that this study aims to know all the aspects that encompass the pet friendly service both at a general level, and within the facilities of the Four Points by Sheraton hotel in the city of Cuenca, to finally compile this information in a manual of procedures that helps 5-star hotels with the correct and complete execution of the service within their facilities. Keywords: pet friendly, pet, animals, hotel, diversification, manual, processes, procedures, services, facilities.