Manual para la medición de la calidad del servicio de recepción en hoteles y hostales de tres estrellas en la Isla Santa Cruz, Galápagos.

Abstract

This research is about the quality of service that a Front Desk team must have, as well as the importance of a procedure’s manual, to reach the excellence and keep a service standard. The main goal of this study is to create a Manual to measure the quality and improve customer service in Front Desk departments in 3 star Hostels and Hotels at Santa Cruz Island, Galapagos. A methodological proposal is developed having the SERVQUAL model, as a measurement scale, that can show the difference between expectations and perceptions of the guests. Surveys and interviews are made to these hostels, and hotel’s staff, as well as the guests, and public employees of MINTUR (Ministry of Tourism), which shows the value that a procedure’s manual has, in addition to the difference between staff perceptions versus guest’s perceptions. Having this in mind, it is recommended that the 3 star premises give constant training to their Front Desk Team, so that they can improve their quality of service, which cannot be seen only in a document, but to create systematization in the training so the staff takes these procedures as their own.