Desarrollo de la norma de calidad NTSH 006 en el hotel las rocas resort de la provincia de Guanentá del departamento de Santander

Abstract

The growth in tourism in Colombia has caused that hotels have become major business units in the country because of the increase of that contribute to economic development and job creation. For hotels, it is vital the level of quality they have, which is identified by the star that are assigned when they perform the certification process under the sectorial technical standard NTS 006. The number of stars reflects the quality of service and it will be crucial to attracting customers or tourists. As the allocation of stars is one of the main objectives for a company in the hospitality industry, especially if the number is the, Hotel Rocas Resort in the province of Guanentá of Santander department has begun the process to obtain certification in the quality standard NTSH 006 with maximum possible stars and thus get to be one of the best quality hotels in the Santander region for attracting more tourism to this sector. The process takes place in four phases starting with the diagnosis to identify the current situation and problems of quality that has the hotel. Moreover, Planning where are defined what to be done and what is to be achieved to improve the quality of the hotel. In addition, the documentation will be made so that the processes are standardized under the standard and finally all staff will show the new strategies and ways of working to achieve certification with the highest possible star.