Comparación del cumplimiento de procesos hoteleros según las normas INEN, en las áreas de Administración, Recepción, Alojamiento y Recreación en las hosterías del cantón Gualaceo: Hostería Casa Grande y El Peñón de Cuzay

Abstract

The present investigation compared the compliance of hotel processes based on INEN Standards N°, 2446; 2451, 2432, 2434, and the Normative Framework associated to swimming pools, Law N° 1209- Colombia; in two inns of the canton Gualaceo. In the first place, the existing quality level in each establishment was determined. A matrix was then drawn up based on the INEN standards mentioned above, which indicate compliance, non-compliance and partial compliance with each of the variables implemented (knowledge, skills, attitudes and functions). Upon this evaluation, percentage results were obtained in each qualified variable, revealing the main weaknesses of both companies, which prevent a good development within the processes that are carried out; One of them, on the one hand, resides in customer service (personal-guest) and, on the other hand, the regency of the experience in similar works within the administration, leaving with less importance the professional formation and the orientation to change in planning of its activities. For this reason, strategies of improvement were established in each area, through schedules of activities for the following year, and models of registry to improve the organization of the work of each area of the establishment.