Propuesta de mejora del sistema de gestión de calidad del hotel Embassy de la ciudad de Quito.

Abstract

The present research consists in “Proposal for improvement Management System Quality Hotel Embassy in Quito" to optimize the processes and activities of the hotel. In the process of the preparation of this work showed the organizational structure for the status of the hotel , the concepts of quality and ISO standards for the hotel was revised identifying the processes for quality management. Surveys were applied to internal and external customers to show the status of the work environment and the satisfaction of hotel guests . Between the aspects of analysis are reviewed: the quality of service and processes that are performed to improve the perception of service of guests of the hotel and strengthen staff skills to achieve a satisfactory working environment. Three stages developed in the phases of implementation of the proposed improvements where goals to prioritize and plan the actions of work for Embassy Hotel, they were considered immediate execution reaching higher levels of productivity and competitiveness in the raised Ecuadorian market.