Implementación de un modelo de gestión de la calidad en la actividad hotelera: caso xyz.

Abstract

This scientific article denotes the proposal for the implementation of a quality management model in the hotel sector, thus taking the case of XYZ in the city of Machala, based on the conjugation of planned and systematic actions necessary to provide adequate confidence in that the service offered by the company, will satisfy the expectation that the customer has about quality. Therefore, the implementation of a well-structured and documented quality management model that integrates technical and managerial procedures will ensure that it has an impact on the final quality of the service offered by the company; Parallel to that with the purpose of supporting the aims and objectives of the organization by complementing the application of the quality management model with the application of the ISO 9001 certification, it will help us to better organizational performance in order to comply with the requirements demands of both customers and shareholders, based on the principles of quality management such as customer orientation, leadership, staff participation, organizational context, process-based approach, decision making based on the facts, the reasoning based on risks and the most relevant as is the continuous improvement. This paper focuses on studying the quality of the service offered by the hotel service provider, in order to propose the implementation of a quality management model in which processes are standardized and immediately detect flaws in the service granted client, in order to propose a continuous improvement and thus exceed the expectation that the client has about service quality.