Study of the motivation, work satisfaction and some aspects of leadership. Influence on the service quality at the Tryp Peninsula Varadero hotel

Elvira Ortiz Sánchez
Estación Experimental de Pastos y Forrajes Indio Hatuey, Central España Republicana 44280, Matanzas, Cuba

ABSTRACT
The study was conducted at the Tryp Peninsual Varadero hotel, which belongs to a joint venture between the Cuban Hotel Group Gaviota and the Spanish Hotel Chain Sol Meliá, and was created in order to provide the excellence of unforgettable holidays characterized by a full recreation program Sol-hotels style; this hotel is commercialized by Sol Meliá, which has great world prestige and fame. During the development of this work a diagnosis was made of the motivation, work satisfaction, some leadership aspects and service quality, and it was determined whether there was a relation among the above-mentioned variables. For the fulfillment of the objectives, questionnaires were applied to diagnose motivation, satisfaction and some aspects of leadership in internal clients, and also direct interviews were made to external clients, in addition to a questionnaire of service quality; on the other hand, to measure the possible relation among the mentioned variables the statistical program SPSS was used. The work allowed to study integrally the influence of the above-described variables on the service quality at the Tryp Peninsula Varadero hotel, which had not been done before at this institution, allowing the Management to elaborate strategies, from the real results obtained, which will permit to enhance the development of the human factor to achieve the desired quality standards.