Plan de mejoramiento para la atención al cliente en el área de recepción del Tequendama Suites and Hotel

Abstract

The main objective of the document is the development of an improvement plan for customer service in the reception area in the specific case of the hotel Tequendama Suites and Hotel. In order to do this, a characterization of the receptionist's profile was determined, and a series of factors and causes that affect customer service were analyzed and identified. In order to determine the impact of poor customer service on the quality and experience of the customer, a survey was conducted to characterize the profile of the receptionist and an interview was conducted with the head of reception to find out the background of the possible causes and factors that directly affect customer service. It was found that the low level of command of a second language and the workload are the main causes that significantly affect the daily activities and functions of the receptionist. From the answers of the satisfaction surveys provided by the guests, the above is reaffirmed, revealing that it is necessary to standardize processes in the reception area in its different processes and functions.