Formulación de estrategias para el mejoramiento de la calidad del servicio del Hotel Turismo Internacional de la ciudad de Ibarra con base a la norma ISO 9001

Abstract

This Master Thesis intends to formulate strategies for the improvement of the quality of the Hotel Turismo Internacional based on the ISO9001: 2015 standard, taking into account many important aspects that the Quality Management System has and the degree of slenderness of this Hotel company Firstly, it is based on the company's data collection, searching through a FODA matriz for the diagnostic problem and implementing it using the ISO standard that we are going to implement in this company. The Hotel Turismo Internacional does not have a Manual of Administrative, Operative and Financial Processes which has made that the personnel that work in the company does not have clear the activities and the ordered sequence that must be followed to fulfill in an efficient and effective way the Goals and objectives raised by the hotel. We take into account the following Quality Management: 1. Quality Management, 2. Human Talent Management, 3. Marketing Management, 4. Procurement Management, 5. Financial Management, 6. Catering Logistics Management and events, and Complement with important tools that will help us to carry out our research. These tools will help us to carry out a qualitative and quantitative evaluation, always taking into account that the results of this work will serve us positively for the formulation of quality strategies based on ISO 9001: 2015. The final part of this work proposes some actions for the improvement of the quality of the service in the Hotel Turismo Internacional.