GESTION DE MERCADOS 1

IMPLEMENTACION DE ENCUESTA EN EL IDIOMA INGLES

ON VACATION

Presentado por:
HEIDY MILENA PEÑUELA POSADA - NCR 2104717
RAFAEL ALBERTO ROMERO DELGADO - NCR 2104717
EDWIN MANUEL SAAVEDRA MORALES - NCR 2104717
NESTOR ANDRES PEÑA NIÑO - NCR 2104717

Instructor:
JENY PAOLA HERNANDEZ LOPEZ

Asignatura:
GESTION DE MERCADOS

SERVICIO NACIONAL DE APRENDIZAJE

SENA – SECCIONAL TOLIMA
GESTION DE MERCADOS
IBAGUE, COLOMBIA
2020
GESTION DE MERCADOS 2

Document content

Abstract .............................................................................................................................................3
COMPANY DESCRIPTION............................................................................................................4
INFORMATION GATHERING TOOL ..........................................................................................5
Bibliographic references .................................................................................................................11
GESTION DE MERCADOS 3

Abstract

This document presents a Tourist Satisfaction Survey conducted to users of the TONE

Hotel in the city of San Andrés, operated by the hotel chain ON VATIONS. The tourist

satisfaction assessment questionnaire is a valuable source of information that allows to define

the profile of the visitor of a destination, analyzing issues such as the majority age, its origin,

whether or not the destination is recommended to other people, if it has been previously in it,

type of preferred accommodation, etc.; as well as issues directly related to the degree of

visitor satisfaction with respect to destination hospitality, restaurant services, signage, access,

public transport, among other aspects.

The satisfaction survey referred to in this document is used with the aim of assessing the

degree of satisfaction of the visitor of the TONE hotel with respect to the destination and the

main components of the tourist offer both tangible and intangible. Based on these results, it is

intended to make an indirect estimate of the impact that the Tourism Competitiveness Plan of

the ON VACATION chain has had on the perceived quality of the destination.
GESTION DE MERCADOS 4

COMPANY DESCRIPTION

ON VACATION is a leading company in the Colombian hospitality industry and

currently has more than 17 years of experience in the market. It is a tour operator operating in

Colombia and Latin America where it has the focus of providing you with an ideal holiday

taking into account the cost/benefit ratio

ON VACATION is a brand to enjoy exotic destinations in Colombia and Latin America

in a simple, comfortable way, full of adventures and rest with the best profit/price ratio.

It is a company that focuses on the low-cost tourism market by developing the tourism

market in the economic strata 1, 2 and 3.

In 2021 it is projected to be the hotel chain of choice for Colombians to schedule their

holidays and to know the most important tourist destinations in Colombia and Latin America.

It has more than 700 collaborators between direct and indirect, is a reference of the

tourist market in Colombia.

GESTION DE MERCADOS 5

INFORMATION GATHERING TOOL

COMPANY: ON VACATION

- Method of information collection.

- Survey

SURVEYING - Description:

- Questionnaire with 10 questions

- Hotel Service Quality Survey 1-2
- Topics; quality and services of ON VACATION
- Referral and prospective clients
- Means of contact: Phone calls

Collecting information:

- For service consultation, customer care, hotel quality, transportation, quality opinions and
service improvements.
- Market observation and behaviour.
GESTION DE MERCADOS 6

Market Management. Sheet - 2104717

ON VACATION SURVEY

CUSTOMER:
CEL:

1. Do You know ON VACATION and do You know what services it provides?

R:

2. How did You find out about ON VACATION's services?

R:

3. Which entities or travel agencies do You know in Colombia?

R:

4. Have You traveled with a tourist plan or travel agency in Colombia and to what
destination?, if Your aswer is yes, which destinations?
R:

5. If You have the option, to travel on vacation which plan would You chose?, Would You
choose a family plan, couple, with friends or alone?
R:

6. If You had the opportunity to travel to the island of San Andrés, on vacation, would I
choose a tourist plan that includes transportation, lodging hotel and food?
R:
GESTION DE MERCADOS 7

SURVEY

7. If You stay in a hotel, for a tourist plan of preference. Would You pay for an additional
service like; high quality internet or unlimited liquor consumption due to that Your plan by
not having it included? Does not include it.
R:

8. A vacation plan offers tours by guides, or qualified people for the orientation of each
tourist. What recommendations would You like to suggest about those persons?
R:

9. Have You had a bad experience, With these services like transport and hotel? When You
travel on vacation regarding to tours agency.
R:

10. Which type of climate or tourist environment do You prefer to take a vacations?
R:
GESTION DE MERCADOS 8

HOTEL SERVICE QUALITY SURVEY

Survey 1. Mark with an X Your service attention:

1. Would you recommend the hotel to a friend or colleague?
a) I do not recommend it
b) Probably
c) If I recommend it

1.1 How did You find out about the Hotel?

a) Travel agency
b) Magazine
c) Hotel website
d) Social networks
e) Commercial advisor

1.2 What was the reason for Your trip?

a) Family vacation
b) Couple's holidays
c) Holidays with friends
d) Holidays in solitude
e) Others
P→ 1 1.1 1.2
R↓
a
b
c
d
e
f
g
GESTION DE MERCADOS 9

Survey 2. Please rate 1 to 5:

1. Bad 2.Fair 3.Good 4.Excellent 5.Not applicable

2. The attention and service during Your stay:

a) Reservation process
b) Price/Quality ratio
c) Hotel registration
d) Location
e) Hotel infrastructure
f) Warmth of the staff who received you

2.1 The comfort of the room:

a) Room infrastructure
b) Cleaning the room
c) Room decoration
d) Room lighting
e) Quality of sleep and rest
f) Air conditioning
g) Room service staff

2.2 The attention of the restaurant:

a) Breakfast
b) Lunch
c) Snack
d) Dinner
e) Timely delivery of food
f) Warmth of the restaurant staff
GESTION DE MERCADOS 10

2.3 Hotel services, if applicable:

a) Swimming pool
b) Wi-Fi
c) Entertainment
d) Bar

P→ 2 2.1 2.2 2.3

R↓
a
b
c
d
e
f
g
GESTION DE MERCADOS 11

Bibliographic references

http://www.providencia-sanandres.gov.co/turismo/enlace-del-sitio-web-de-la-secretaria-de-
turismo
https://www.onvacation.com
www.mincomercio.gov.co