Diagnosis of internal communication for the hotel entities of the Habaguanex brand

Abstract

The internal communication has risen to an international level due to its importance for the enterprise functioning. Tourism, as a service sector it has been affected in its daily processes if there is an inefficient communication, which leads to customer’s dissatisfactions. From the higher staff of tourism in the country, to the hotels installations, there are still communication gaps, because it is a priority the external communication. For this reason, this investigation has as an objective to diagnose the external communication that is carry out in hotels of Habaguanex brand as a base of its development as a competitive and sustainable destination. The methods used were from the theoretical level, the analysis and synthesis, inductive – deductive, and the structural – functional, and from the empirical level: the bibliographical analysis and documentary, the participant scientific observation, the research and the interview. As results were appreciated that inside hotels have not only been strengthen the communicative abilities but also they are not working as a team. It prevails the vertical and descendant flow of communication without any possibility of feedback. The horizontal communication is adequate between partners of the same department, but it’s not the same on other areas. There is a predominance of the tasks messages and maintenance, with few human messages. The internal channels of communication most used are the meetings, the E- mails, and telephones, and there is an adequate working environment but it’s not the most wanted state.  So we conclude that not always they reach the development of a synergistic approach of communication. This has traits of a mechanical approach in which the communicative flow is descendant vertical. It’s not a well communication between hotels and there is not an appropriate communication plan elaborated with the participation of the personnel, but instead, is made using DIRCOM from Gaviota Group S.A.