INFLUENCIA DEL CLIMA ORGANIZACIONAL EN LA CALIDAD DEL SERVICIO HOTELERO

Abstract

The hotel industry aims to exceed the expectations of its customers through an intangible service, hospitality. To ensure a memorable experience is required operational staff of a hotel stay motivated to serve their guests in a friendly and attentive, to which must exist in the work environment optimal organizational climate. This research work aims to analyze a program to control the quality of service at a hotel in the city of Guayaquil, where it was created as a tool to assist management to motivate their employees to generate memorable experiences guests in determining the organizational culture as the basis of quality service. This was done to differentiate the hotel from the competition, and enjoy the choice of the host when it visits the city of Guayaquil.