Plan de mejoramiento de la calidad de los establecimientos de alojamiento Las Iguanas, Son de Mar y Toa Toa en la Comuna Ancestral Isla Balneario de Jambelí, según la Norma ISO 9001 versión 2015

Abstract

In the Hotel Industry, accommodation establishments must have good quality management in the processes they carry out, which allow to offer a product or service of excellence to satisfy the needs and expectations of the customers, until reaching their loyalty by means of permanent improvement. In the Ancestral Commune “Isla Balneario de Jambelí”, the hotel sector is made up of eleven establishments, from which “Las Iguanas”, “Son de Mar” and “Toa Toa” have decided to analyze the processes they carry out as a way to improve them and offer an excellent level of quality in their services. This is why the present graduation work aims to establish an improvement plan based on the international quality management system standard ISO 901 version 2015, which is based on seven fundamental principles. Therefore, a diagnosis of the establishments was carried out, including general information, services, categorization, and analysis of processes in the front desk and housekeeping departments, surveys of guests during the moths of July and August, and interviews with owners or managers. After collecting this information, improvement strategies and operational processes were created for each establishment to achieve excellence in the quality of services provided to guests.