Resumen de Gestión de la calidad de los servicios turísticos hoteleros en Ecuador

Olga Quiñónez Guagua, Carlos Ernesto Bruno Jaime, Mercedes Magdalena Bustos Gámez, Romina Tanagra Oyarvide Ibarra

• español

  La gestión empresarial ante las transformaciones del contexto político, económico, sanitario, ambiental y social, busca cambios y adaptabilidad en sus procesos y resultados. Así, nos encontramos con la gestión de la calidad en la que como nuevas estrategias han insertado diferentes áreas e indicadores de eficacia, característica, que ha impactado de forma notable en los modos de dirección de estas organizaciones que dan soporte al turismo, como son los hoteles. La presente investigación tuvo como propósito analizar la gestión de la calidad de los servicios turísticos hoteleros en el Ecuador, específicamente los servicios prestados, la metodología estuvo referida a la generación de un proceso de búsqueda, mediante la misma se examinaron estudios científicos centrados en la gestión, calidad y hoteles. Los materiales y métodos consistieron en el análisis de documentos teóricos y empíricos. Una vez llevado a cabo este análisis, se encontró que la gestión de la calidad está vinculada a elementos de la gerencia moderna y que los mismos están definidos por objetivos de desarrollo sostenible.

• English

  Business management in the face of transformations in the political, economic, health, environmental and social context, seeks changes and adaptability in its processes and results. Thus, we find quality management in which, as new strategies, different areas and quality indicators have been inserted, which has had a notable impact on the management modes of these organizations that give content to tourism, such as Hotels. At the end of the 20th century, quality management systems were born and at the beginning of the 21st century these contributions have been nurtured with ideas of sustainability, social responsibility, transparency, accountability, performance indicators, transformational leadership, among others.

  Faced with the COVID-19 pandemic in Latin America. Management enters deep adjustments where the role of the subjects who make decisions on quality indicators are key. This presentation is the result of a research work whose purpose was to analyze the quality management of hotel tourism services in Ecuador, specifically the services provided, the methodology was referred to in the generation of a search process, through the The same scientific studies focused on management, quality and hotels were examined. The materials and methods consisted of the analysis of theoretical and empirical documents. Once this analysis was carried out, it was found that quality management is linked to elements of modern management and that they are defined by sustainable development objectives