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http://dspace.udla.edu.ec/handle/33000/5815| Tipo de material : | bachelorThesis |
| Título : | Plan de mejora de calidad del área de servicio del sky bar del Hotel Le Parc |
| Autor : | Aldana Neira, Sandra Catalina |
| Tutor : | Quevedo Cázares, Diana Inés |
| Palabras clave : | ANÁLISIS DE MERCADO;PLANIFICACIÓN ESTRATÉGICA;CONTROL DE CALIDAD;SERVICIO AL CLIENTE;HOTEL LE PARC;QUITO-ECUADOR |
| Fecha de publicación : | 2016 |
| Editorial : | Quito: Universidad de las Américas, 2016 |
| Citación : | Aldana Neira, S. C. (2016). Plan de mejora de calidad del área de servicio del Sky Bar del Hotel Le Parc (Tesis de pregrado). Universidad de las Américas, Quito. |
| Resumen : | El presente trabajo de titulación tuvo como objetivo principal el diseño de un plan enfocado en el mejoramiento de calidad en el área de servicio del Sky Bar del hotel Le Parc, localizado en la ciudad de Quito... |
| Descripción : | This work is main objective is the design of a plan focused on improving quality in the service area of the Sky Bar at Le Parc Hotel, located in the city of Quito. In the first chapter, the theoretical framework is developed which covers general issues related to quality, the importance of continuous improvement in a company and the models developed to measure the quality of service in the hospitality industry, primordial to support the project. In addition, it inquires the areas of a hotel, in which the Food & Beverage area stands. In the second chapter, a brief analysis of the Sky Bar is done, which includes: location, installed capacity, mission, vision, objectives and organizational structure. An analysis of the competitive advantage is also made, considering different factors; likewise, the client profile was identified. Information about the guest’s perspective and consumers was done through surveys. In the third chapter, the analyzed areas are identified, establishing a process map of the current situation of the bar, recognizing a list of incidents and errors, later to proceed with the development of the SWOT (Strengths, Opportunities and Threats) analysis. In the fourth chapter, a proposal for improvements that search the optimization of the service area at the Sky Bar is set, establishing objectives based on the existing quality policy; in addition, the definition of goals and indicators that support the objectives arises. The tools implemented to accomplish the strategies are mentioned. Finally, in the fifth chapter, a budget of intervention where the costs of the items considered for the development of the manual are detailed, elaborating a schedule of activities to do and achieve the previously described. |
| URI : | http://dspace.udla.edu.ec/handle/33000/5815 |
| Aparece en las colecciones: | Ingeniería en Administración de Empresas Turísticas y Hoteleras |
Ficheros en este ítem:
| Fichero | Descripción | Tamaño | Formato | |
|---|---|---|---|---|
| UDLA-EC-TIAEHT-2016-29.pdf | 3,04 MB | Adobe PDF |  Visualizar/Abrir |
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