Quality in the service of the hotel reception department of Hermosillo, Sonora, México

Quality in the service of the hotel reception department of Hermosillo, Sonora, México

The research studies the occupational profiles of the tourism sector in Hermosillo, Sonora, specifically analyzes the competencies of the receptionist of the top ten hotels in the city, with the purpose of determining the quality of the service based on behavioral and technical attitudes in their pe...

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Egile Nagusiak: Ruíz Iduma, Sara, Ochoa Medina, Ivone Edith, Bernal Ruiz, Zaid
Formatua: Online
Hizkuntza:spa
Argitaratua: Universidad de Sonora 2017
Sarrera elektronikoa:https://trascender.unison.mx/index.php/trascender/article/view/18
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spelling oai:https:--trascender.unison.mx:article-182021-07-30T15:32:59Z Quality in the service of the hotel reception department of Hermosillo, Sonora, México Calidad en el servicio del departamento de recepción de hoteles de Hermosillo, Sonora, México Ruíz Iduma, Sara Ochoa Medina, Ivone Edith Bernal Ruiz, Zaid Competencias laborales Calidad en el servicio Hotel Turismo Huéspedes Job Skills Quality of service Hotel Tourism Guests The research studies the occupational profiles of the tourism sector in Hermosillo, Sonora, specifically analyzes the competencies of the receptionist of the top ten hotels in the city, with the purpose of determining the quality of the service based on behavioral and technical attitudes in their performance, such as the quality standards, the verbal and non-verbal communication that the receptionist projects, handling of complaints, assignment of rooms and departure of the guest. The methodology used is based on two instruments, a questionnaire and work experiences of one of the authors. The findings have concluded an efficient management of competencies regarding the quality of customer service. La investigación estudia los perfiles ocupacionales del sector turismo en Hermosillo, Sonora, específicamente analiza las competencias del recepcionista de los principales diez hoteles de la ciudad, con el propósito de determinar la calidad del  servicio basados en las actitudes conductuales y técnicas en su desempeño, como los estándares de calidad, la comunicación verbal y no verbal que el recepcionista proyecta, manejo de quejas, asignación de habitaciones y la salida del huésped. La metodología utilizada se basa en dos instrumentos, un cuestionario y experiencias laborales de uno de los autores. Los hallazgos encontrados han concluido un eficiente manejo de competencias respecto a la calidad en el servicio al cliente. Universidad de Sonora 2017-12-31 info:eu-repo/semantics/article info:eu-repo/semantics/publishedVersion Evaluado por pares application/pdf https://trascender.unison.mx/index.php/trascender/article/view/18 10.36791/tcg.v0i6.18 TRASCENDER, CONTABILIDAD Y GESTIÓN; No. 6 (2017): TRASCENDER, CONTABILIDAD Y GESTIÓN; 29-44 TRASCENDER, CONTABILIDAD Y GESTIÓN; Núm. 6 (2017): TRASCENDER, CONTABILIDAD Y GESTIÓN; 29-44 2448-6388 spa https://trascender.unison.mx/index.php/trascender/article/view/18/16 Derechos de autor 2019 Sara Ruíz Iduma, Ivone Edith Ochoa Medina, Zaid Bernal Ruiz https://creativecommons.org/licenses/by-nc-nd/4.0
institution Trascender, Contabilidad y Gestión
collection OJS
language spa
format Online
author Ruíz Iduma, Sara
Ochoa Medina, Ivone Edith
Bernal Ruiz, Zaid
spellingShingle Ruíz Iduma, Sara
Ochoa Medina, Ivone Edith
Bernal Ruiz, Zaid
Quality in the service of the hotel reception department of Hermosillo, Sonora, México
author_facet Ruíz Iduma, Sara
Ochoa Medina, Ivone Edith
Bernal Ruiz, Zaid
author_sort Ruíz Iduma, Sara
title Quality in the service of the hotel reception department of Hermosillo, Sonora, México
title_short Quality in the service of the hotel reception department of Hermosillo, Sonora, México
title_full Quality in the service of the hotel reception department of Hermosillo, Sonora, México
title_fullStr Quality in the service of the hotel reception department of Hermosillo, Sonora, México
title_full_unstemmed Quality in the service of the hotel reception department of Hermosillo, Sonora, México
title_sort quality in the service of the hotel reception department of hermosillo, sonora, méxico
description The research studies the occupational profiles of the tourism sector in Hermosillo, Sonora, specifically analyzes the competencies of the receptionist of the top ten hotels in the city, with the purpose of determining the quality of the service based on behavioral and technical attitudes in their performance, such as the quality standards, the verbal and non-verbal communication that the receptionist projects, handling of complaints, assignment of rooms and departure of the guest. The methodology used is based on two instruments, a questionnaire and work experiences of one of the authors. The findings have concluded an efficient management of competencies regarding the quality of customer service.
publisher Universidad de Sonora
publishDate 2017
url https://trascender.unison.mx/index.php/trascender/article/view/18
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