Auditoría de calidad del servicio como herramienta de gestión para la Hostería “Viña del Río” en el cantón Patate, provincia de Tungurahua, periodo: julio – diciembre 2.011

Abstract

This research is a Service Quality Audit as a management tool for the inn “Viña del Rìo” in Patate, Tungurahua Province, since July to December 2011. To develop this proposal it was followed the guidelines established in the Generally Accepted Auditing Standards NAGA, this instrument provides parameters to guide administrative audits. Indicators, analytical tables, comparative charts and graphs were used as instruments. The Service Quality Audit presents following report: Establishing a mission vision, organizational and functional structural, frequent training, and motivation by management to employees, promoting communication with management and improve the services offered by the inn to achieve better performance for the benefit of all who are member of the organization. It is recommended to create a good business philosophy adapted to the inn needs and in compliance with all suggested activities. In order to have appropriate partners plan a personnel selection program according to the needs of the company. Implement a motivation for staff in which they feel comfortable and eager to excel, with aspirations to ascend this achieved that staff have job stability and that the inn does not feel obligated to have a rotation of partners. Training twice a year is needed because it is an important element to improve the performance of the activities of the inn. Perform integration meetings between employees for better communication and a good working environment.