Gestión de calidad como estrategia de marketing en hoteles de tres estrellas, frente a la reconstrucción de Acapulco después del huracán Otis.

Abstract

The research "quality management as a marketing strategy in three-star hotels in the face of the reconstruction of Acapulco after Hurricane Otis" analyzed theories related to the author Feigenbaum's total quality, guest service, and tourist satisfaction. The objective was to describe the importance of quality service procedures provided by hotel collaborators for the satisfaction of tourists after Hurricane Otis. The methodology was based on the deductive method with a qualitative and quantitative approach. 20 hotels in service were visited, however, only 10 agreed to participate, due to the circumstances of Hurricane Otis. Three instruments were designed to be applied to tourists and employees of each hotel. An acceptable validation of instruments with respect to the selected indicators. The main results indicate that the characteristics of the tourists interviewed are: 50% of those interviewed were new tourists, the motivations were the interest in observing the consequences of the hurricane, free booths and humanitarian aid. In relation to field observation. During the visit it was possible to notice that tourists who had never been to the Port of Acapulco were visiting most of the hotels. After the visits, an invitation was given to all the staff who collaborate in the hotels. It is concluded that there is a need for continuous training of collaborators, executives, and senior managers of hotels in service quality.