Adaptación del proceso de recepción hotelera al turismo accesible en el hotel Playa Cayo Santa María
Fecha
2022-01
Autores
Duménigo García, Marié
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ISSN de la revista
Título del volumen
Editor
Universidad Central "Marta Abreu" de Las Villas
Resumen
Orientado a las actividades que se generan en los establecimientos y empresas
turísticas que promocionan y venden la accesibilidad integral, el turismo accesible
representa una modalidad innovadora y una nueva opción de negocios. Esta debe
ser tenida en cuenta en el desarrollo de nuevos productos turísticos e incorporarse
en los existentes debido al incremento que en los últimos años está teniendo el
segmento de mercado de las personas con discapacidades.
El Hotel Playa Cayo Santa María, ubicado en el destino que lleva su mismo
nombre, y específicamente su proceso de Recepción Hotelera, busca mejorar la
experiencia de atención al cliente con discapacidad y abrirse hacia nuevos
mercados con necesidades diferentes a los que frecuentan la instalación. Se
establece entonces como objetivo general de la presente investigación: Diseñar un
plan de acciones para la adaptación del proceso de recepción hotelera al turismo
accesible basado en la aplicación del procedimiento propuesto por la Universidad
de Deusto (2002) adaptado por Migueles (2020). Para ello se emplean técnicas
cualitativas y cuantitativas de la investigación turística. Se observa que, a pesar de
las deficiencias encontradas en los diversos elementos del proceso de recepción
hotelera, este posee un nivel de accesibilidad medio con gran potencial para
contribuir a que el Hotel se posicione como hotel accesible y se propone un Plan
de acciones para lograr laadaptación del proceso de recepción hotelera al turismo
accesible.
Accessible tourism, which is oriented to the activities generated in tourist establishments and companies that promote and sell comprehensive accessibility, represents an innovative modality and a new business option. This option must be considered in the development of new tourism products and incorporated into existing ones due to the increase in the market segment of people with disabilities in recent years. The Hotel Playa Cayo Santa María, located in the destination that bears the same name, specifically its Hotel Reception process, seeks to improve the experience of the service offered to disabled customers and open up to new markets with different needs than those who usually visit the facility. The general objective of this research is then established: to design an action plan to adapt the hotel reception process to accessible tourism based on the application of the procedure proposed by the University of Deusto (2002) adapted by Migueles (2020). For this, qualitative and quantitative techniques of tourism research are used. It is observed that, despite the deficiencies found in the various elements of the hotel reception process, it has a medium level of accessibility with great potential to help the Hotel position itself as an accessible hotel. Subsequently, an Action Plan is proposed to adapt the hotel reception process to accessible tourism.
Accessible tourism, which is oriented to the activities generated in tourist establishments and companies that promote and sell comprehensive accessibility, represents an innovative modality and a new business option. This option must be considered in the development of new tourism products and incorporated into existing ones due to the increase in the market segment of people with disabilities in recent years. The Hotel Playa Cayo Santa María, located in the destination that bears the same name, specifically its Hotel Reception process, seeks to improve the experience of the service offered to disabled customers and open up to new markets with different needs than those who usually visit the facility. The general objective of this research is then established: to design an action plan to adapt the hotel reception process to accessible tourism based on the application of the procedure proposed by the University of Deusto (2002) adapted by Migueles (2020). For this, qualitative and quantitative techniques of tourism research are used. It is observed that, despite the deficiencies found in the various elements of the hotel reception process, it has a medium level of accessibility with great potential to help the Hotel position itself as an accessible hotel. Subsequently, an Action Plan is proposed to adapt the hotel reception process to accessible tourism.
Descripción
Palabras clave
Turismo, Empresas turísticas, Turismo accesible, Recepción hotelera