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http://dspace.udla.edu.ec/handle/33000/10495Registro completo de metadatos
| Campo DC | Valor | Lengua/Idioma |
|---|---|---|
| dc.contributor.advisor | Velásquez Serrano, Patricio Alexander | - |
| dc.creator | Carvajal Quisilema, Liseth Estefanía | - |
| dc.date.accessioned | 2019-03-08T16:12:04Z | - |
| dc.date.available | 2019-03-08T16:12:04Z | - |
| dc.date.issued | 2019 | - |
| dc.identifier.citation | Carvajal Quisilema, L. E. (2019). Plan de mejora de calidad en el servicio de A&B del piso ejecutivo del hotel Wyndham Quito Airport, ubicado en la parroquia de Tababela (Tesis de pregrado). Universidad de las Américas, Quito. | es_ES |
| dc.identifier.other | UDLA-EC-TIAEHT-2019-11 | - |
| dc.identifier.uri | http://dspace.udla.edu.ec/handle/33000/10495 | - |
| dc.description | The objective of the present project is to develop a proposal to improve the quality of the Food and Beverage (F&B) services on the executive floor of the Wyndham Quito Airport Hotel, located in the parish of Tababela. In the first chapter, the theoretical framework is developed, in which important concepts about quality are defined, its evolution, and the importance of it in restaurants. Finally, the measurement tools to be used are detailed. In the second chapter, the context of the organization is developed, which includes its location, mission, vision, objectives, organizational structure with its respective functions, products or services offered, stakeholder mapping, customer journey, competitiveness analysis and customer profile. Additionally, the analysis of customer's expectations is performed based on the results of the surveys conducted. In the third chapter, the F&B service area of the executive floor is described, and the errors in the processes are identified using the Blueprint tool. In addition, the checklist of the Distinctive Q certification is used to evaluate if the hotel is complying with the 92 criteria established. Then, the SWOT analysis is conducted with the objective of identifying the strengths, opportunities, weaknesses and threats of the company. In chapter four, the improvement proposal is presented through the strategy prioritization matrix. Later, new processes are established in the optimized Blueprint in order to improve the F&B service area of the executive floor. In the fifth chapter, the budget for each of the strategies and a schedule is set up. Finally, a projection of the return on investment of the quality proposal is determined. | en |
| dc.description.abstract | El presente trabajo de titulación tiene como objetivo desarrollar una propuesta para mejorar la calidad en el servicio de alimentos y bebidas AyB del piso ejecutivo del Hotel Wyndham Quito Airport, ubicado en la parroquia de Tababela…. | es_ES |
| dc.format.extent | 83 p. | es_ES |
| dc.language.iso | spa | es_ES |
| dc.publisher | Quito: Universidad de las Américas, 2019 | es_ES |
| dc.rights | openAccess | es_ES |
| dc.rights | Atribución-NoComercial-SinDerivadas 3.0 Ecuador | * |
| dc.rights.uri | http://creativecommons.org/licenses/by-nc-nd/3.0/ec/ | * |
| dc.subject | INDUSTRIA HOTELERA | es_ES |
| dc.subject | ALIMENTOS Y BEBIDAS | es_ES |
| dc.subject | CALIDAD DEL PRODUCTO | es_ES |
| dc.subject | PARROQUIA TABABELA-QUITO | es_ES |
| dc.title | Plan de mejora de calidad en el servicio de A&B del piso ejecutivo del hotel Wyndham Quito Airport, ubicado en la parroquia de Tababela | es_ES |
| dc.type | bachelorThesis | es_ES |
| Aparece en las colecciones: | Ingeniería en Administración de Empresas Turísticas y Hoteleras | |
Ficheros en este ítem:
| Fichero | Descripción | Tamaño | Formato | |
|---|---|---|---|---|
| UDLA-EC-TIAEHT-2019-11.pdf | 3,69 MB | Adobe PDF | Visualizar/Abrir |
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