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PROCEDURE FOR IMPROVING THE MANAGEMENT OF HOTEL ACCOMMODATION SERVICES IN SUN AND BEACH DESTINAT

Abstract:

The service sector and specifically tourist facilities have achieved an important role within national economies, generating economic resources and sources of employment on a global scale. The present research is developed with the objective of proposing a procedure for the improvement of the management of lodging services in tourist facilities in sun and beach destinations. A management procedure is proposed that includes five stages for the identification of the services cycle and the moments of truth of the subprocesses and activities that directly affect customer satisfaction with the lodging process, which made it possible to identify the critical moments in which the customer comes into direct contact with the facility. Fina¬lly, the expert method is applied to identify the quality standards that should be managed in this process in order to achieve continuous improvement of hotel accommodation services.