Propuesta de un manual de gestión de calidad para el Hotel Santa Mónica

Abstract

Considering the great influence of the hospitality and tourism in the city of Cuenca because of its worldwide recognition being a World Heritage Site, it is vital to analyze this area from the point of view of quality in the provision of services because this is the only differentiator that currently applies for the rest stand, the Santa Monica Hotel despite his short career is one of the most recognized hotel establishments in the area however since the competition is high is dispensable implementing a manual setting out the processes for quality management in the hotel and thus achieve service excellence while satisfying customers seek, the quality management to integrate the profitability and sustainability in the company, with proper business management, which means the company to organize and coordinate their staff towards achieving quality services and products demonstrating that only depends on the way they provide a service acquired to stand out from the rest establishment having bases in teamwork and leadership of each of its members for the good of the company but above all for the good of the customers.