Diagnóstico y propuesta de mejora de la gestión de control de calidad y estándares del Hotel JW Marriott Quito, 2019-2020

Abstract

Abstract:Being quality the most valued element by travelers, the main strategy of the hospitality industry to attract clients and obtain their loyalty, is to achieve excellence; this is a differentiating element within the complex and competitive environment in which it is involved. On this basis, after an exhaustive analysis a conclusion has been reached which states that JW Marriott Quito hotel, in spite of having quality standards stablished by Marriott International Corporation, it does not have a program to efficiently and consistently control its compliance, affecting last evaluatedguest satisfactionyear (2019). For this reason, this research has been developed with the objective of designing a strategic and sustainedover time program in order to control the compliance of service quality standards involving all areas of the hotel, and organizing a theoretical and practical training plan for the teams, guaranteeing an effective application of the program in order to anticipate the needs of the guests.