Service Quality and Worker Training in 5-Star Hotel

• Authors: Marcela Rebeca Contreras Loera , Beatriz Perez Sanchez , Diana Guadalupe Flores Echeagaray

Abstracts

EN

The quality system of a hotel is based on policies, standards and protocols, which must be put into practice and defined to exert constant improvement in the quality of the services offered in each of its departments; On the other hand, training involves providing all hotel staff with techniques to improve the quality of services and in the same way pro-vide human and economic growth to the company. The research aim is to analyze service quality and its relationship to worker training in a five-star HRHLC hotel; the case study of a hotel located in the tourist destination of Cabo San Lucas, B.C.S. in Mexico was used since it is an appropriate research design when one wishes to obtain concrete, contextual knowledge on a specific topic and allows one to explore the characteristics, key meanings and implications of the case. Information was collected through structured interviews and analysis of company reports. The results indicate that the hotel received an average rating of 8.8 regarding the perception of quality in service and customer attention, reflecting the fact that the hotel has an area of opportunity for improvement as being in a five-star category, the rating of quality service must be a minimum of 9.5. Regarding training, 100% of the staff received training on the use of the system, quality of service and safety and hygiene; 80% have been in the company for less than 6 months, reflecting the high staff turnover. In conclusion the five-star hotel and four-diamond chain needs to address areas of opportunity to improve the guests’ perception of quality and obtain the 9.5 rating that this category of hotel requires, as well as improve working conditions to increase staff retainment.

Keywords

EN

management; service quality; training

• Publisher: Politechnika Częstochowska
• Journal: Zeszyty Naukowe Politechniki Częstochowskiej. Zarządzanie
• Year: 2023
• Volume: 1
• Issue: 51
• Pages: 23-34

Dates

published

2023

Contributors

author

Marcela Rebeca Contreras Loera

• Technological University of Escuinapa, Mexico

author

Beatriz Perez Sanchez

• Juárez Autonomous de Tabasco University, Department of Economic and Administrative Sciences

author

Diana Guadalupe Flores Echeagaray

• Technological University of Escuinapa, Mexico

References

• Gallego, J. F. (2002). Gestión de Hoteles, Una Nueva Visión. Thomson.
• Gronroos, C. (1994). Marketing y gestión de servicios: la gestión de los momentos de la verdad y la competencia en los servicios. Editorial Díaz de Santos.
• Hernández, S. R. (2014). Metodología de la investigación. McGraw Hill.
• Hernández, S. R., & Mendoza, C. (2018). Metodología de la investigación. McGraw Hill.
• INEGI. (2022). Producto Interno Bruto (PIB). Actividades económicas. Instituto Nacional de Juran, J. M. (1990). Juran y la planificación de la calidad. Editorial Díaz de Santos.

Identifiers

DOI

10.17512/znpcz.2023.3.02

Biblioteka Nauki

21375342