Evaluación de la calidad del servicio en los huéspedes en el hotel Wyndham Guayaquil para el diseño de una propuesta de mejora.

Abstract

This research work focuses on improving the perception of customer service and strengthening guest loyalty at the Wyndham Guayaquil Hotel, with the aim of increasing satisfaction and promoting frequent visits, generating a competitive advantage in the hotel industry. The strategy includes staff training in customer service and problem solving skills, implementation of an Omnichanel Artificial Intelligence (AI) system that will allow better process automation, customization of the customer experience by registering preferences, establishing of a rewards program and benefits for loyalty, internal communication aligned with the values of customer service, constant monitoring and improvement. Additionally, these strategies are expected to lead to a significant improvement in the quality of service, guest satisfaction and the competitiveness of the Wyndham Guayaquil Hotel in the hotel market.