Código de Conducta para perfeccionar el desempeño de los trabajadores de recepción del “Hotel Villa Cojímar”.

Abstract

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.