Citas bibligráficas
Romero, C., Infantas, L. (2016). Competencias laborales de los recepcionistas en hoteles de 3 estrellas del centro histórico de Trujillo [Tesis, Universidad Privada del Norte]. https://hdl.handle.net/11537/10048
Romero, C., Infantas, L. Competencias laborales de los recepcionistas en hoteles de 3 estrellas del centro histórico de Trujillo [Tesis]. PE: Universidad Privada del Norte; 2016. https://hdl.handle.net/11537/10048
@misc{sunedu/3016028,
title = "Competencias laborales de los recepcionistas en hoteles de 3 estrellas del centro histórico de Trujillo",
author = "Infantas López, Lourdes del Carmen",
publisher = "Universidad Privada del Norte",
year = "2016"
}
ABSTRACT The job skills in the receptionists from three star hotels are of vital importance because they are the first and last imagine a customer could potentially receive. Therefore, they must have sharpened their knowledge, skills, and qualities in order to deliver a great customer service experience based on what the customer needs. The following investigation focuses in analyzing the job skills of the receptionists from the three star hotels located in Trujillo's Civic Center, properly categorized for the Comercio Exterior y TurismoGERCETUR. The methodology used in the investigation was not experimental: Descriptive-Transverse; studying only one variable: "Job Skills." A total of 56 receptionists were used. With the obtained results, it was identified which are the knowledges, skills, and qualities that receptionists have in order to do their job to benefit the customer needs and hotel policies. It was found that only a 48% has the the proper technique or professional tourism skills; the level of English spoken by receptionists is basic, with a 34% low percentage showing sign of practice and use of the language. Aside from that only 13% have the disposition to work different areas, which is known as vocational skills. In conclusion after analyzing all the data obtained,a receptionists profile was determined when hiring for hotels: gender: female, age: 18 to 27 years old, degree of instruction: technical or completed academic, technical career/professional: tourism, administration, computational and informative and related; language: English basic level (oral and written) and experience in reception: from 1 to 2 years. As a part of the knowledge: handling the Main Courante and knowing the local culture in order to deliver information to the customer. The receptionists have the following abilities: problem solving, team work, and resistance to work pressure. Finally, with main aptitudes: responsibility, respect and punctuality.
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