Diseñar un plan de mejoramiento de las características de los servicios internos y externos del hotel Interamericano del año 2020.

Abstract

The present work focuses on designing an improvement plan in the quality of the internal and external services of the Hotel Interamericano, located in the commercial center of the city of Machala for this year. This proposal is presented based on the difficult situation that the hotel sector is experiencing due to the pandemic that hits in this year 2020, seeking through the implementation and improvement of the processes it has, permanence and sustainability over time, as well as its profitability. For this, the characteristics of the services that it has internally and externally were determined and, helping us with a FODA matrix, a proposal was elaborated that allows significant improvements in terms of the hotel services in what has to do with the satisfaction levels of collaborators and clients. This research work is based on the results obtained in the quality tests, surveys to know the satisfaction of the service, the FODA matrix and continuous improvement. Qualitative and quantitative research methods were used, due to the type of information that could be collected and the way in which the results were tabulated and interpreted, considering only the relevant information that allows results attached to the reality that is lived.