Evaluación de los costos de la calidad en un hotel del polo turístico de Varadero.

Tourism is one of the main sources of income for the Cuban economy which is threatened by restrictions determined by circumstances that force to promote the right use of the available resources. Therefore, the quality management in all hotel facilities is an important theme for the accomplishment of the satisfaction of the costumers. A vital parameter to take into account in this theme is determined by the cost of quality because they show those fails or flaws that occurred and that constitute reserves of efficiency; besides, its evaluation helps to increase the improvement programs. In the current research paper, an evaluation of the quality costs was carried out in a hotel located in the tourist resort of Varadero to support the proposal of actions for the improvement of the tourist trade. Regarding this it was determined that the total cost of the quality was $ 2 959 187,31 (that represented 13% of the sells) with, 23,7 % linked to the prevention, 2,5 % of evaluation and the rest 73,8 % due to fails. The annual cost for lost costumers and the replacement cost accumulated a total of 90,4 % of the lost, for this reason they were the priority of the actions proposed for the improvement. [ABSTRACT FROM AUTHOR]