Diseño de un plan estratégico orientado en la mejora de servicios para el hotel posada de María

Abstract

CONDITION FOR PUBLICATION OF PROJECT. Hotel Posada de María faces difficulties in the organization of its internal processes, which affects operational efficiency and the customer’s perception during their stay. Although the hotel has committed staff, it lacks practical tools to standardize and optimize its management. This study addresses the need to strengthen hotel administration through concrete solutions, with the main objective of improving the establishment’s services, focusing on customer needs in order to enhance the guest experience and strengthen its competitive positioning within the hotel market in Cuenca. The research was carried out using the Design Thinking methodology, along with methods such as semi-structured interviews and direct observation. In addition, techniques such as Benchmarking and Mystery Shopper were applied to obtain comparative information. The results revealed weaknesses in key processes such as check-in, guest registration, check-out, among others. Based on these findings, operational tools were designed to be applied in the aforementioned procedures and integrated into a manual for practical use. It is concluded that the implementation of a strategic manual strengthens the hotel’s internal management, standardizes procedures, and improves service quality. Its continuous and progressive application is recommended, accompanied by guest satisfaction monitoring, to ensure the sustainability of improvements. Keywords: Hotel Management, Operational Manual, Service Quality, Internal Processes.