Gestión de calidad aplicada al turismo

Overview & Synopsis

The first chapter deals with the concept of quality management as a decisive factor in the development and competitiveness of companies. Emphasis is placed on quality management as an instrument that enables companies to carry out planned processes, in which the way to act in prototypical situations is pointed out. It contains concrete examples of planned quality, realised quality and necessary quality to make it easy for the learner to assimilate. It also focuses on the competitiveness of a hotel based on the Deming approach, the implementation of a process management system for a tourist office, the EFQM model for hotels and the design of a process management system in a restaurant. The second chapter deals with the differences between a company that provides services and a company that produces goods. In service companies the value is found in the intangible elements, the company's human resources and its interaction with the customer, while in goods companies there is a transformation process that adds value to the goods that are tangible. On the other hand, the advantages of a quality management system in catering are listed in detail, an initial diagnosis is included to apply quality methodologies in an accommodation, as well as measures to improve the quality of this service. Finally, it concludes with the tools for finding out satisfaction and loyalty in agritourism, and with an example of a questionnaire with the dimensions of service quality that enable the necessary improvements to be made in this tourist establishment. In the third chapter, the phases of implementation and certification of a quality system in a tourism organisation (ISO 9001:2015 Model) are determined. A detailed example of the implementation of the environmental quality model in an active tourism company is given. It continues with a guideline on how to carry out a basic audit of an urban hotel. It ends with quality management in tourist destinations, the description and purpose of the SICTED methodology, and a detailed example of the Strategic Plan in the tourist municipality of Sopela (Vizcaya).