Propuesta de la gestión de la calidad al hotel boutique Mansión Santa Isabella de la ciudad de Riobamba utilizando la norma ISO_9001.

Abstract

The proposal of quality management for the ¨Boutique Mansión Santa Isabella hotel¨ of Riobamba city; has been conducted according to the ISO 9001 standard; in order to meet the needs and expectations of consumers. The methodology in this research involved activities like surveys and the application of the ISO standard, which will enable the improvement of the service provided by the hotel. This project was carried out after establishing policies, objectives, map of processes and responsibilities of each member of the company, which lead to determine the importance of continuous improvement of the entity. This improvement is achieved by procedures of corrective actions as well as the system of complaint management. All these aspects are covered by the hand book proposed for the hotel. This study aims to provide an alternative ensuring the total satisfaction of the customers of the company after applying the standardized management system.