The tourist inns of the Merida state have always had a good and competitive approval within the hotel field in this state. The study and evaluation of the quality of service in the inns is important since, for him, the quality of good service is the core of his operation, and is also an extremely important element for customer satisfaction.
It should be noted that within the organization of tourist inns there are not so many departments as in category hotels, since the operation they manage is quite small. Today the inns can present a little more a small number of rooms and some basic services (restaurant, swimming pool, among others), in addition these also have their categorization that is from 1 to 3 stars.
The inns are generally located around excellent geographical settings or colonial structures, which have a history and culture to tell, and for these, the economic element is not their priority. Something that we observe is that particularly in the city of Merida, the inns they always have a stable occupancy factor, this due to the constant movement of foreign tourists living in search of adventure tourism, and many of them only dispense with basic economic services, although there are some who, despite these services, demand and they like that they exceed their needs in order to seek a pleasure that more than comfort is spiritual and in a family case. All these lead us to carry out a quality study and see if the client is satisfied with the services they offer.
INTRODUCTION
Tourist inns were one of the first accommodation structures centuries ago, that is, they are part of the history of the hotel, and it should be noted that these structures are still operating in many parts of the world.
In the state of Merida, there are endless inns around and outside the city, and each one has a particular attraction that draws the tourist's attention. Many factors must be studied in order for these companies to emerge easily, and Mérida fully complies with them. (climate, culture, architecture, society, history, among others). One of the most important factors that is going to be studied in this research work is to determine the mixture that exists between Culture and good service for the hospitality of the state of Merida.
Today the tourist is looking for more than comfort, now there is a concern for good service and a family atmosphere, qualities that for many years Mérida has maintained as the greatest of treasures, and that benefits much of the state's economy to that tourism is concerned.
JUSTIFICATION
This research is done with the purpose of studying and evaluating the quality of services in the 3 main inns of the city of Mérida, since for them this is an important element, due to its small operation and does not meet quality standards, the Most of the inns are attended and managed by their own owners and their relatives, who in many cases have no experience in the hotel field and the concept of only providing accommodation and food to tourists, and in sum, they are foreigners. for these reasons we must implement more than these basic tourist needs, nowadays tourists are looking for more than just a bed and material luxury, they are now looking for spiritual and recreational pleasure,either given by natural settings or an excellent natural environment where they can learn about the culture and family tradition of our country.
In this project of study of the quality of the service, the survey of 3 inns in which 15 people were interviewed (in no specific order) during the Easter days (high season) has been taken as support.
With the completion of these surveys, results could be obtained that would better benefit the quality of service so that the inns obtain greater occupancy and greater customer satisfaction.
OBJECTIVES
General objective
To evaluate the perspective that exists in the influence of culture and good service in the inns of the Merida state.
Specific objectives
- Evaluate recreational areas and other areas where customer service is offered. Determine which areas of the inns need improvement. Determine the level of training of staff in the functions they perform. Determine what types of tourists frequent the inn..Evaluate the quality of the service according to the costs of the quality of the inn.
Limiting
- Little time for job research. Little material in libraries and other media. Little money to buy books and photocopies. Lack of professional help.
PROBLEM STATEMENT
The study and evaluation of the quality of service in the inns is important since for her the quality of good service is the core of her operation.
Today the tourist is looking for more than comfort, now there is a concern for good service and a family atmosphere.
This work is in order to study and evaluate the quality of services in the main inns of the city of Mérida, since for them this is an important element.
Evaluate the quality of the service according to the costs of the quality of the inn.
Here we want to raise the good quality and attention to our tourists who frequently visit us during the year even more in high seasons. Having a good hospitality we will have more future guests because there is no better sale than a customer can make.
Through this study we will realize that even the Andean is still a hospitable gentleman.
THEORETICAL FRAMEWORK
History:
The innkeepers have existed for centuries, without a doubt they satisfy the basic needs such as eating and drinking. And sleeping. They represent one of the escape valves of society by offering a respite from the incessant competition, the pleasures of the table and a bed, a refuge for those who are tired, and an incentive for the bored and frustrated.
In the Hammurabi Code, in 1800 BC. C, reference is already made to the tavern keeper. He could be given the death penalty simply for not serving cold beer. The same penalty could be imposed on a tavern keeper for ignoring the order to set the price of six measures of liquor to five measures of corn. The Greek innkeeper, like his current counterpart, offered food, drink, and sometimes a bed. The taverns of old Athens served both local and imported wine. The food that was served was mainly made up of the typical Mediterranean products, grain, olive oil and wine.
For a very practical reason, the primitive tavern was located near the temples, from where the sacrificed animals were taken to be seasoned and then eaten (after the sacrifice a banquet, after the banquet drunk). Each guest lay on a couch, with a pillow or cushion under his left arm.
The presence, during the meal, of female flute players was requested. In some taverns a small stage could also be found for theatrical shows. When the banquet was over, it was an Athenian custom to make three libations: one for the gods, one for the departed heroes, and one for Zeus. Garlands and sometimes perfumes were broken, and then the drink began.
In the time that Rome had conquered the world the inns and taverns were well established. A piece of a military road map of the Roman Empire from the time of Emperor Theosodium (347-395 AD) is the equivalent of a tourist guide of the time. The symbols on the map indicated the type of establishment.
The church acquired power in medieval times. Monasteries and other religious buildings housed travelers and accepted donations willingly. The hospices, a derivation of the inns, were governed by religious orders, and the guesthouses were also run by some of the orders.
Growth of the inns:
Without his intention, Henry VIII favored the growth of the inns by suppressing the monasteries in 1539. These had played a definitive role in the trips, by maintaining the main pilgrimage routes to the great cathedrals. The hostels had been built next to the abbeys or monasteries and pilgrims could stay there for two days, being accommodated and fed according to their rank. When church property disappeared, the role of churches in hosting travelers disappeared. Another factor that favored the development of the posadas was the fact that, before the national postal system was established, some innkeepers were required to maintain stables and horses to meet the demands of legal mail.
a- Composition
The typical inn consists of a dining room, kitchen, pantry, several rooms for rent, staff rooms, stables, a few toilets that will be outside the main building, a well that provides water and a tavern room. The latter depends on how large the inn is, a large inn can afford having a tavern room and another dining room while the smaller ones will only have a room where the two functions will combine.
The arrangement of the different elements is made based on habitability. In principle, the rooms are not placed next to the stables or the kitchen at one end of the inn and the dining room at the other. Normally, the rooms are located on the upper floor (if the inn has more than one floor, of course) and the dining room and kitchen on the lower floor.
b- Prices and services
At first I had planned to put a list of products and their prices but in the end I decided not to do it because, basically, that's the kind of tables that nobody looks at, so I'll just make a few notations.
The prices of a product or service vary according to the circumstances, a room during the Fall Festival in the city of Specularium will be more expensive than the same room on any given day. In addition to that, the type of Posada also influences the price. For simplicity we will distinguish three types: poor, normal and good.
- La posada pobre no dispondrá de habitaciones individuales, la taberna y el comedor estarán en la misma sala, la comida será de baja calidad y hay serias posibilidades de que el vino y la cerveza estén aguados. Una posada en el barrio de los ladrones será, en general, una posada pobre.La posada normal será la típica posada que se encuentren los jugadores en sus aventuras. Dispone de habitaciones individuales y, posiblemente, de una comunitaria; la comida será de calidad aceptable y el local estará razonablemente limpio; puede tener dos salas separadas, un comedor y otra taberna. Las posadas que se encuentran en caminos transitados son un ejemplo de posada normal.La posada buena no dispone de habitación comunitaria, todas sus habitaciones son dobles o individuales, la comida es muy buena y el servicio optimo; todo está completamente limpio y la bebida es de excelente calidad; tiene el comedor separado de la taberna y puede llegar a tener retretes dentro del edificio.
c- Personal
Depending on the type of inn and its size, there will be more or less staff. Here is a list of people who work at an inn:
- The Innkeeper is the owner of the inn and is the one who is normally in charge of coordinating the other workers. The Cook is in charge of making the meals, depending on the size of the inn there will be one or more cooks. If there is more than one cook, one of them will be the chef and will coordinate the others. The stable boy is the one who takes care of the animals, his role is that the animals do not lack forage or water. In large inns there will be a cleaning service and rooms that will take care of keeping everything clean and in order, in a small inn it is possible that someone else will replace this function. I have not forgotten the waitresses (although they may be waiters, note that in the Poney Pisador there was no woman, her role is obvious and she does not deserve any comment. If there is more than one there will be one who will send the rest,generally the oldest.
The inn must be very large for all these personnel to be present. In general the tasks will be distributed among few people, so the waitresses can also do room service, cleaning or cooks.
Inns in Merida
Sidings: Paramo
El Indío Tinjaca
Sector San Isidro, Apartadero,
Rangel Municipality, Merida
0282-424-1810 Fax: 0282-425-5826 Cel: 0414-748-6040
email: [email protected]
Dancers:
Hotel / Posada La Cascada
VIA PARQUE LA CASCADA INDIA CARÚ, BAILADORES
(275) 70289 FAX: 014 755 0070
Cacute: Páramo
El Baqueano
TRASANDINA ROAD BETWEEN MUCURUBA AND CACUTE.
(274) 888 5077
Canagua:
Canagua
THE VALLEY KM. 2. CANAGUA. (MUNICIPALITY OF ARCHBISHOP CHACÓN)
(274) 681133
La Sureña
CALLE EUGENIO MORA MOLINA No.3-35 CANAGUA. (MUNICIPALITY ARCHBISHOP CHACON)
(275) 681034
Chachopo: Paramo
Chachopo
Av. Bolívar, No. 19. Chachopo. (MIRANDA MIRICIPAL)
(274) 888 3114
Chiguara:
La Concha
CALLE ROMÁN EDUARDO SANDIA, WITH CROSS STREET COMERCIO CHIGUARÁ. (SUCRE MUNICIPALITY)
(275) 261028
Ejido:
Mama Emilia
ACEQUIAS NEXT TO THE PREFECTURE. (CAMPO ELÍAS MUNICIPALITY)
(274 252 2300
El Arenal:
Doña Rosa
El Arenal, via San Jacinto. Merida state Merida
Telef: (0274) 252-8355 and 25283408
El Morro: Southern town
Doña Chepa
CALLE LAS MARÍAS, EL MORRO
(274) 271 4241 - 721 5775
El Valle:
Cabañas Posada Ángeles
El Valle, Main road, páramo la culata sector. 2 km. from the hotel páramo la culata.
telef: (0274) 416-0101 / 0414 - 744 - 0115 / Fax.: (0274) 252 - 4075
Escaguey:
Tourist Accommodation Micatá
Trasandina Highway, Escagüey farmhouse, Finca Skay Way.
(274) 889 1000 fax: (274) 889 1001 Cel: 0149 740 700 014 974 1277
Haha
Aldea Vieja
CALLE TRANSV. JAJI. (CAMPO ELÍAS MUNICIPALITY)
(274) 266 0072 CEL: 014 743890
La Azulita:
Agrotourism The Monastery of San Luis
La Azulita, Mérida Merida State.
telef: (0274) 414-7862 / 0414 -967-0880
Lagunillas:
Estancia Victoria Margarita
San Juan de Lagunillas, Calle Principal N. 122
(MUNICIPIO SUCRE)
(274) 996 1653 FAX: 244 7819
The Table of the Indians:
Doña Luisa
THE TABLE OF THE INDIANS. ON THE ROAD TO JAJÍ. MÉRIDA VENEZUELA
014 - 743 3422 / (274) 244 1479
La Toma: Paramo
Virgen De Las Nieves
TRASANDINA HIGHWAY, LA TOMA PARISH,
LAS CUADRAS SECTOR.
(274) 244 1709
The snowcapped:
Bella Vista
LOS NEVADOS
Merida:
Águilas Blancas
ADDRESS:: MILK JETS SECTOR.
(274) 244 0108 FAX: (274) 252 6626
Germany
AV: 2. No.17-79, between 17th and 18th streets.
Telephone: (274) 252-4067 FAX: (274) 252 4067
Mérida, Merida State, Venezuela
Mucuruba: Páramo
Curves of San Roman
TRASANDINA ROAD BETWEEN MUCURUBA AND MUCUCHIES VARIANTE
SAN ROMAN
(274) 252 3838 - 014 740220
Piñango: Paramo
Don Félix
PIÑANGO STATE MÉRIDA. SIERRA DE LA CULATA NATIONAL PARK
(MIRICIA MIRANDA).
(274) 244 8855 - 244 5235 AGENCIA PÁRAMO TOURS.
Peoples of the South:
Los Tatuyes Tourist Accommodation
ROAD. SAN RAFAEL DEL CHAMA NEAR THE TAM ANTENNA
(274) 271 2012
San Rafael de Mucuchies:
El Rosal
CALLE BOLÍVAR SAN RAFAEL DE MUCUCHIES.
(274) 263 0326
Santa Cruz de Mora:
Doña Carmen
CALLE MIRANDA MESA BOLÍVAR. (MUNICIPALITY OF PINTO SALINAS)
(275) 64069
Santo Domingo: Paramo
Agrotourism Maraisa
Carretera Transandina. Via Santo Domingo
Tabay: Paramo
Agroturismo Prado Paraíso
ALDEA MUCUNUTAN, TABAY
(274) 266 3169 FAX: 252 1863
Agroturismo Cabañas Los Tabayes
"Mi Viejo Camino" Street, San Rafael de Tabay. Merida, Venezuela
PHONE: (274) 283 0087 Cel. 0416 620 9272
Timotes: Paramo
Los Chijos Tourist Complex
VIA TIMOTES
71 89 192 - 014 974 7527
Tovar:
From Marino
PÁRAMO DE MARIÑO - TOVAR. (TOVAR MUNICIPALITY)
(275) 273 3032
Vallecito:
La Pradera Tourist Accommodation
VIA MUCUJUN. THE VALLECITO. IN FRONT OF THE INOS PARK ON THE RIGHT.
(274) 266 1219 Cel: 014 974 3280 FAX: (274) 252 7495
METHODOLOGICAL FRAMEWORK
Research Type: Descriptive
Place: Posada la Montaña, posada luz caraballo and posada Alemania
Time: from 01-01-2003 to 06-30-2003
Universe: 200 guests total from all inns
Sample: 15 people
Instrument: Survey
Procedure: It is a descriptive investigation, where 15 surveys were conducted in 3 inns located in the state of Mérida. The total number of inns is 200 people.
The research work time was from 01-01-2003 to 06-30-03
recommendations
The following recommendations are made to the tourist inns studied in the state of Merida:
- Implement training programs for the personnel who work in the inns, as well as provide training and updating in everything that tourism refers to. Update the programs with which the company operates, emphasizing the housekeeper department..Search for strategies to attract other segments in the market. Make cultural education programs for the staff, in order to maintain the identity of the region.
RESULTS
Figure 1
Source: Survey of 15 people in 3 inns in the state of Merida
Table 1
| Number of Companions | |
| Male | 10 |
| Female | 5 |
Source: IDEM Graph
2
Source: IDEM
Chart 3
Source: IDEM
Table 2
| Sufficiency of recreational areas | |
| Enough | 13 |
| Insufficient | two |
Source: IDEM
Table 3
| Quality of service in the bar and restaurant | |
| Efficient | eleven |
| Deficient | 4 |
Source: IDEM
Table 4
| Command Time | |
| Suitable | 10 |
| Inadequate | 5 |
Source: IDEM
Chart 4
Source: IDEM
Chart 5
Source: IDEM
Table 4
| In relation to the staff who work at this hotel, do you consider | |
| Who is trained for his role | eleven |
| That he is not trained for his role | 4 |
Source: IDEM
Chart 6
Source: IDEM
Chart 7
Source: IDEM
Table 5
| This Hotel meets quality standards | |
| YES | 12 |
| Not | 3 |
Source: IDEM
Table 6
| You have paid for the services received. Are you satisfied..? | |
| YES | 13 |
| Not | two |
Source: IDEM
Table 7
| Costs are adjusted to quality of service | |
| YES | eleven |
| Not | 4 |
Source: IDEM
Table 8
| Would you like to publish this Hotel In (radio, TV, press) | |
| YES | 10 |
| Not | 5 |
Source: IDEM
Table 9
| The costs are adjusted to the category..? | |
| YES | 9 |
| Not | 6 |
Source: IDEM
Chart 8
Source: IDEM Graph
9
Source: IDEM
Chart 10
Source: IDEM
Analysis of the results
- Hernandez. E. (1989) Mentions that the inns attract people with recreational motives, which was verified in the application of these surveys. Vielma. A. (1995) Says that the influence of people in this type of tourist accommodation establishment is male and in the results obtained, it was the female sex that showed the highest percentage. C. (1997) Affirms that people who travel for pleasure or recreation do so annually, and the results obtained demonstrate this. Ortiz R. (1995) Points out that the department that works most efficiently is generally the A&B department. which is checked in the applied statistics. Marrero. A. (1999) Affirms that the recreational areas in tourist inns are mostly sufficient,the facilities of the inns in the state of Merida are adequate for this statement to be fulfilled.Padron M. (1990) Mentions that bars and restaurants are efficient with respect to the quality of service and this is made known through surveys applied. Mora P. (1991) Ensures that the command time is always inadequate but in this research it appears that the command is given in an adequate time. Ordóñez B. (1995) says that the reception always works efficiently in the customer service, and this is optimally given when applying the surveys. Ramirez O. (1998) Mentions that frequent modifications must be made in the A&B area, more according to the results of the surveys, the modification must be done to the housekeeper department.Ocando R.(1987) He says that the personnel who work in tourist inns must be trained in the same establishment and must perform their functions, this is fully met in the results. Maldonado. T. (1999) Affirms that the personnel who work in the posadas have more experience than training, and this is what the results affirm. Most of the people suggest improving the quality of the service. They would like to advertise the Hotel through the Media. People generally recommend tourist inns to vacationers who are looking for pleasure and recreation. Quality standards are optimally met in tourist inns in the state of Merida. Silva M.(1983) Ensures that the availability that people have to travel again to the same place is not in future plans and so the results show. Mendoza P. (1998) Ensures that prices and costs of both quality and category are not always they adjust to the needs of the clients, although in the tourist inns studied the clients affirmed satisfaction with respect to these elements.
conclusion
According to the surveys carried out, the following conclusions were obtained:
- The people who stay in inns travel mainly for recreation. The inns are visits with an annual frequency. The restaurant is the one with the highest quality of service. The recreational areas are efficient. Generally the people who travel most frequently are female..The customer service is efficient at the reception. Personnel who work in their functions do not perform and only show that they have experience but have not been trained. The housekeeper department needs some modifications. The inns go to the segment of the market intended for the elderly. The inns meet quality standards. The availability of people to travel is annual. People feel satisfied with the services provided, the costs and the category that the inns present.People prefer to return to their families.
Bibliography
- Ezagui C. 1997. Inbound tourism. University of the Andes. Edition I. Mérida-Venezuela. (102 - 206) Pérez H. 1995. Tourist Lodges. Globo editions. Volume 3. Edition II. Caracas. (48 - 112)
