Importancia de la calidad de los servicios hoteleros en la atención al cliente en Bahía de Caráquez.

Abstract

The quality of hotel services in Bahía de Caráquez is crucial to optimize customer service, since it has a direct impact on guest satisfaction and loyalty. The lack of attention and quality in the services offered lowers the demand of tourists in the locality. This not only strengthens the reputation of the establishments through recommendations and positive opinions, but also boosts tourism in the region, contributing to local economic development and positioning the city as a competitive destination. This research addressed the issue of the “Importance of the quality of hotel services in customer service in the city of Bahía de Caráquez”. The study used a quantitative methodological approach with non-probabilistic convenience sampling and a survey of hotel customers, whose results showed that the quality of the services provided in hotels is of utmost importance, since customer service is the connection between the server and the customer. In the design of the proposal, the implementation of a training program by areas within the hotels is proposed, in order to improve the services offered both in quality and customer service; and thus, the hotel servers can meet the needs of users and these can return and make recommendations of the place, it would also help the development of the economy of the community, since The establishment would not only be recommended, but also the city as a tourist place.