Customer service challenges in hotel industry for people with diversely skilled in Corferias area in Bogota, Colombia

Abstract

The objective of this article is to analyze the challenges of customer service in the hotel industry for people with different skills in the Corferias area of Bogotá, where a large number of hotels with a tourist vocation are located. The type of research is descriptive, with field observation. A sample was taken for the convenience of 20 hotel establishments located in the selected area, to which a survey was applied in order to know the quality of the customer service for differently skilled people. In conclusion, there is an absence of knowledge and / or application of national standards for the care of this type of tourists. It is recommended to carry out research on the needs of disabled tourists for the design of intervention strategies, involving cultural, environmental and technological aspects that benefit such clients and allow the strengthening of training programs for specialized personnel and the application of good practice manuals.