INCIDENCIA DE LA PERCEPCIÓN DE HUÈSPEDES FRENTE A EMPLEADOS EN UN HOTEL DE 4 ESTRELLAS

Abstract

This paper addresses the incidence of the perception of guests versus employees in a four stars hotel in the city of Guayaquil, in order to see if the demand is completely satisfied with the service offer, due to the importance that this type of establishment in the sector give to the service. This article compares the perception of service that guests have with the analysis of imIncidencia de la percepción de huéspedes frente a empleados en un hotel de 4 estrellas. 2 For the elaboration of it, a survey was used; obtaining as a result that the perception of the guests varies in comparison with the perception of the collaborators, so the type of behavior that they maintain during their working day is influenced directly by their subjective form of thinking. The results of the study will allow the making of better decisions in order to enhance the services offered at the hotel.portance - perception made to hotel employees.