Plan de mejora para la prestación del servicio a partir de un manual de funciones y capacitaciones al cliente interno en Finca La Piscina

Abstract

This professional internship revealed the lack of administrative tools within the hotel Finca La Piscina, which hinders internal controls and the growth of the organization. The hotel sought to formalize its processes and create an action plan to achieve the effectiveness of its activities and the continuous improvement of organizational results. Accordingly, a functions manual and customer service training strategies were developed, in the hope that management would implement them. The project was carried out based on the mixed model using a descriptive method through interviews and surveys with the hotel management and customers. In relation to the result, Finca La Piscina should implement tools such as those elaborated, where it facilitates the fulfillment of its objectives by supporting its employees to measure the fulfillment of their responsibilities for more effective operations.