Diseño de un plan de calidad para Polylepis lodge, ubicado en la zona de amortiguamiento de Reserva Ecológica de El Ángel, provincia del Carchi - Ecuador

Abstract:

The present qualifications work, it is presented in conformity to the requisites established to choose for the Engineering title in administration of Tourist and Hotel companies, the objective is to design a quality service manual for Polylepis Lodge, located in El Angel Ecological Reserve. In the first chapter, there develops the theoretical frame, the same one that tackles general topics and authors compromised with the quality and the development of fundamental hardware in the creation of quality manuals and standardization of processes focused on the modern hotel system, main reason of this project. The second chapter, does an analysis of the current situation of the company, gathers essential information and it is the starting point to develop the investigation, in this chapter includes a research of the history, the flow chart, the mission, the vision, the values and politics of the company. In the third chapter, is believed the profile of the visitor who at present visits the Lodge. By means of interviews we obtained information on the part of the local owner and with the use of the survey we obtained information of the guests of the Lodge and could value its satisfaction level with the given services. In the fourth chapter, there is analyzed the current map of processes of the company, hence we obtain the information of the possible fails, it will be the starting point of the solutions searching processes of standardization of the hand of the tool FODA for the solutions search. In the fifth chapter, there develop proposals that look for the improve of the service areas, together with a budget of investment. Finally this investment budget is detailed for the inclusion of the progress proposed in the investigation, there is prepared a timetable for the projects application and with the conclusions of the study.

Año de publicación:

2016

Keywords:

• Gestión Turística
• Calidad en el Servicio
• RESERVAS ECOLÓGICAS
• CARCHI-ECUADOR

Fuente:

rraae