Mejora continua de servicios de animación como gestión en el Hotel Oro Verde de la ciudad de Manta.

Abstract

The entertainment service of a hotel constitutes one important aspects focused on guest satisfaction and experience. In this context, the main objective is to analyze the continuous improvement of animation as management at the Hotel Oro Verde in the city of Manta, with the purpose of identifying visitor satisfaction and promoting strategies consistent with animation services through a type of descriptive research with a mixed approach, where the application of the survey technique to 94 guests and interview with the manager of this hotel entity, evidences the evaluation of important factors adhering to quality, diversification and integration to the entertainment services, where the results They found that 46% expressed that the service is deficient, and 90% of those surveyed believe that it is essential to implement new entertainment activities, and their application is inclusive, for all age groups, and at the same time. , another indispensable factor expressed by clients, is related to improving internal communication focused on the socialization of entertainment services, concluding that the Oro Verde hotel must integrate various programs and activities to satisfy the demands of guests, regardless of their age, taste or preference, and at the same time, an efficient communication system must be created that improves the experience and positions this entity as a reference at the local and national level.