Gestión integral de la calidad en las empresas hoteleras del cantón Montecristi, 2021.

Abstract

The comprehensive quality management system in hotel services is a determining factor that allows us to organize, plan, execute and control the actions necessary to provide services with adequate quality standards, with the aim of increasing customer satisfaction and the fulfillment of their expectations, also achieving tangible and intangible benefits of this management reflected in the loyalty of the clients and their references towards the establishment, thus fulfilling the development of the business mission. The objective of this research is to diagnose the importance of comprehensive quality management in the hotel companies of the Montecristi canton, during the year 2021, for which field research methods, bibliographic, analytical-synthetic, hypothetical-deductive, were used. inductive method, in addition to the research tools of netnography methodology, interviews, surveys and observations, using the Hotelqual model. Through which we can show that the accommodations interviewed in the Montecristi canton do not have quality certifications, or a hotel quality management model, in addition to adequate training for the staff, for a better experience for the client and their satisfaction. But the establishments surveyed, even though they do not have certifications, have some knowledge about quality standards such as ISO standards and provide security to their guests, also for them their basic components of service quality are a good attitude, cordiality, security, respect.