ANÁLISIS DE LA MEJORA DE LA CALIDAD DE LOS PROCESOS DEL HOTEL IBEROSTAR BELLA COSTA

At present, the institutions dedicated to tourism and especially hotels are oriented to develop strategies to boost business competitiveness, offer alternatives for actions that allow clients to function efficiently in new scenarios. The objective of the research was to analyze the improvement of the processes of the Hotel Iberostar Bella Costa, based on quality management tools. The techniques and tools used are: bibliographic review, bibliometric study, brainstorming, Pareto diagram, cause-effect, evaluation of cost items by extension of the accounting system or estimation, as the case may be. As a result, it is obtained that the macro indicator most affected is efficiency and it is determined that the causes that cause its deficient management are: costs for lost customers, losses and replacements, quality management, repairs and replacement of accessories, to which the improvement team proposes corrective measures.