DISEÑO DE UN SISTEMA DE GESTIÓN DE LA CALIDAD EN EL PROCESO DE ALOJAMIENTO EN EL HOTEL "GRAN CARIBE VILLA TORTUGA.".

Taking into account the development of the tourist industry and the necessity of the competitive excellence it is conceived this work in the "Gran Caribe Villa Tortuga" Hotel, focusing in the design of a Quality Management System that allows the improvement of the process of Accommodation in this Hotel. After an initial diagnosis, it was demonstrated the necessity of carrying out significant changes in the facilities. There are some difficulties regarding quality management suited to the characteristics of the Hotel in which actions that allow solving these deficiencies are not carried out. It was elaborated a procedure for the design of the Quality Management System in the "Gran Caribe Villa Tortuga" Hotel. The design of the Quality Management System in the Accommodation area provides the Hotel management with the current state of service quality in this area by means of the application of the used techniques and it offers the strategies to be followed in order to achieve a better service. [ABSTRACT FROM AUTHOR]