Manual de procedimientos para un proceso estandarizado del departamento de ama de llaves del hotel Veuxor ciudad de Machala.

Abstract

The city of Machala has been showing a remarkable urban and tourist growth, allowing tourists to visit the different cities of Ecuador and foreigners. And it is here that the accommodation establishments get many advantages and can offer their services to the different tourists who stay overnight. Based on this premise, the present study was developed in the Hotel Veuxor located in the central area of the city, with the purpose of knowing the internal services and processes that are developed in the department of housekeeper. For this purpose, a field study was carried out which allowed the preparation of a manual of procedures for the department in question, using the qualitative, documentary and bibliographic method, the help of the Ecuadorian technical standard INEN, as well as the use of direct observation techniques. As a result it was obtained that the Hotel has done its best to satisfy the needs of the tourists, but they still have deficiencies like the lack of procedures manuals for each department, one that serves to support the internal management of the hotel.