La competencia en idioma inglés para lograr excelencia en el servicio del Complejo Hotelero Jagua
Fecha
2019-06-23
Autores
Guerra Pérez, Liliana
Gómez Chaviano, Yennifer
Arcia Chávez, Maritza
Escoriza Martínez, Tatiana de las Mercedes
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Resumen
Desde la perspectiva empresarial, en los establecimientos de alojamiento turístico, las
estructuras han sido diseñadas según las funciones de los diferentes departamentos. En
los últimos tiempos, se han realizado transformaciones significativas en este sentido, las
que pueden resumirse en tres grandes aspectos: en primer lugar, la necesidad de ampliar
y abrir más las relaciones clientes-organización a los efectos de satisfacer a ambos. En
segundo lugar, ofrecer un producto acorde a su precio. Tercero, sólo a través de los
procesos de trabajo se crean los productos-servicios que dan valor al cliente.
Teniendo en cuenta que los procesos crean valor para el cliente, los trabajadores del
establecimiento, al desarrollar sus actividades cotidianas, deben tener plena conciencia del objetivo primordial: su trabajo crea valor para el cliente y la finalidad es el logro de
la calidad de los servicios.
Para hacer una mejor gestión sobre el tema es primordial conocer las lenguas de los países
emisores de los clientes que reciben las instalaciones hoteleras, para lograr la
comunicación y entendimiento con el cliente y por lo tanto una buena percepción de sus
expectativas y ellos del servicio que va a recibir.
Taking into account the beginning of tourist accommodation establishments, from a business perspective, the structures have been designed according to functions distributed among different departments. Today, the transformations in this sense have been significant and these can be summarized in three great aspects: first, customer-organization relationships need a greater breadth and openness in order to satisfy both. Secondly, today's customers want to perceive the value of their money in the products-services they are going to receive. Third, the products-services that give value to the customer are created only through the work processes. It has been written quiet and diverse experiences about these aspects but still they do not form a real part of the philosophy of operation of the majority of the hotel facilities.If the processes create value for the client, the employees of the establishment in carrying out their daily activities must be fully aware of the primary objective: their work consists on creating value for the client and the purpose is the achievement of the quality of services.The knowledge of languages allows communication and understanding with the client during the management and consequently a right perception of the service received bythe client.
Taking into account the beginning of tourist accommodation establishments, from a business perspective, the structures have been designed according to functions distributed among different departments. Today, the transformations in this sense have been significant and these can be summarized in three great aspects: first, customer-organization relationships need a greater breadth and openness in order to satisfy both. Secondly, today's customers want to perceive the value of their money in the products-services they are going to receive. Third, the products-services that give value to the customer are created only through the work processes. It has been written quiet and diverse experiences about these aspects but still they do not form a real part of the philosophy of operation of the majority of the hotel facilities.If the processes create value for the client, the employees of the establishment in carrying out their daily activities must be fully aware of the primary objective: their work consists on creating value for the client and the purpose is the achievement of the quality of services.The knowledge of languages allows communication and understanding with the client during the management and consequently a right perception of the service received bythe client.
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Palabras clave
Procesos Hoteleros, Conocimiento del Inglés, Calidad de los Servicios