The concept of quality service in hotel management

Abstract

The objective of this article is to establish the role of the service concept as a conditioner of quality treatment, expressed in the improvement of hotel management. It states that the concept of service as a management center has a predominant incidence in the search for customer satisfaction. The work is structured in a theoretical-conceptual section, which led to the design of a methodology based on the ideas presented, followed by practical exemplification. Research methods, techniques and instruments were applied such as: Bibliographic review, surveys, interviews, scientific observation, sampling, frequency analysis and the design of a matrix that characterizes the product. The result shows the conditioning of quality to the concept of service, and the proposal of its definition through a precise orientation through strategies, systems and personnel. The conclusions reflect that the concept expresses the value of the benefits to be delivered, which can be limited to activities or the entire company and that it will be necessary to break the paradigm of the idea of quality of service for quality service.