Resumen:
The integrated quality management efforts to maintain services at the international
level with the peculiarities of the offer, complying to the customer visiting the
destination Jardines del Rey. This work contains a methodological procedure
based on the possibility of matching different areas of scientific knowledge,
allowing understanding the process of quality management of services from the
perspective of the actors determinants and relationships between them. The author
of this research study takes as its object the Bank Hotel Villa Cojimar by the need
exists to design a code of conduct for workers receiving "Hotel Villa Cojimar" from
determining the value and legitimacy customer orientation with organizational
strategy and the system of quality management to increase customer satisfaction
receiving services in this organization. The novelty of this work and its main
contribution is to allow the departments address the weaknesses hotel reception
aligning behavior with strategy, the quality system and values that allow to fully
satisfying the customer visiting the hotel. An important contribution is the
development of the code of conduct that authenticates the expected behavior
within the organizational context to achieve to improve the performance of workers.
