Capacitación del personal en el hotel Wayna Inka Classic en la ciudad del Cusco - 2025
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Date
2026
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Escuela de Educacion Superior Tecnológica Privada Khipu
Abstract
La presente investigación tuvo como objetivo general determinar en qué medida se da la capacitación del personal en el Hotel Wayna Inka Classic de la ciudad del Cusco durante el periodo 2025. El estudio se desarrolló bajo un enfoque cuantitativo, de nivel descriptivo y diseño no experimental. La población estuvo conformada por 25 colaboradores actuales y ex trabajadores del hotel, de los cuales se obtuvo la muestra de estudio. Para la recolección de datos se empleó la técnica de la encuesta, utilizando como instrumento un cuestionario orientado a medir la variable capacitación del personal y sus dimensiones: detección de
necesidades de capacitación, diseño del programa de capacitación y ejecución de la capacitación.
Los resultados evidenciaron deficiencias significativas en el proceso formativo del personal. En la variable general, el 68,0% de los trabajadores percibió un nivel bajo de capacitación, mientras que el 16,0% manifestó un nivel medio y el 16,0% un nivel alto. En la dimensión detección de necesidades de capacitación, el 72,0% indicó un nivel bajo, el 12,0% un nivel medio y el 16,0% un nivel alto. Respecto al diseño del programa de capacitación, el 60,0% lo calificó como bajo, el 24,0% como medio y el 16,0% como alto. Finalmente, en la dimensión ejecución de la capacitación, el 72,0% señaló un nivel bajo, el 12,0% un nivel medio
y el 16,0% un nivel alto.
Se concluye que en el Hotel Wayna Inka Classic predomina un nivel bajo de capacitación del personal, lo que demuestra la ausencia de un proceso formativo sólido y articulado entre la identificación de necesidades, el diseño de programas y su adecuada ejecución. Esta situación limita el fortalecimiento de conocimientos, habilidades y competencias del personal, afectando la calidad del servicio brindado y la capacidad del hotel para responder a las exigencias de los clientes y turistas.
The general objective of this investigation was to determine the extent to which staff training is given at the Hotel Wayna Inka Classic in the city of Cusco during the 2025 period. The study was developed under a quantitative, descriptive level and non-experimental design approach. The population consisted of 25 current and former hotel employees, from whom the sample was obtained. The survey technique was used to collect data, using a questionnaire aimed at measuring the training variable of staff and its dimensions: identification of training needs, design of the training programme and implementation of the training. The results showed significant deficiencies in the staff training process. In the general variable, 68.0% of workers perceived a low level of training, while 16.0% reported a medium level and 16.0% a high level. In the training needs identification dimension, 72.0 per cent indicated a low level, 12.0 per cent a medium level and 16.0 per cent a high level. Regarding the design of the training program, 60.0% rated it as low, 24.0% as medium and 16.0% as high. Finally, in the implementation dimension of training, 72.0 per cent reported a low level, 12.0 per cent a medium level and 16.0 per cent a high level. It is concluded that at the Hotel Wayna Inka Classic, a low level of staff training prevails, which demonstrates the absence of a solid training process and articulated between the identification of needs, the design of programs and their proper execution. This situation limits the strengthening of knowledge, skills and competences of the staff, affecting the quality of service provided and the ability of the hotel to respond to the demands of customers and tourists.
The general objective of this investigation was to determine the extent to which staff training is given at the Hotel Wayna Inka Classic in the city of Cusco during the 2025 period. The study was developed under a quantitative, descriptive level and non-experimental design approach. The population consisted of 25 current and former hotel employees, from whom the sample was obtained. The survey technique was used to collect data, using a questionnaire aimed at measuring the training variable of staff and its dimensions: identification of training needs, design of the training programme and implementation of the training. The results showed significant deficiencies in the staff training process. In the general variable, 68.0% of workers perceived a low level of training, while 16.0% reported a medium level and 16.0% a high level. In the training needs identification dimension, 72.0 per cent indicated a low level, 12.0 per cent a medium level and 16.0 per cent a high level. Regarding the design of the training program, 60.0% rated it as low, 24.0% as medium and 16.0% as high. Finally, in the implementation dimension of training, 72.0 per cent reported a low level, 12.0 per cent a medium level and 16.0 per cent a high level. It is concluded that at the Hotel Wayna Inka Classic, a low level of staff training prevails, which demonstrates the absence of a solid training process and articulated between the identification of needs, the design of programs and their proper execution. This situation limits the strengthening of knowledge, skills and competences of the staff, affecting the quality of service provided and the ability of the hotel to respond to the demands of customers and tourists.
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Keywords
Capacitación del personal, calidad del servicio, Fortalecimiento de capacidades, Ejecución de la capacitación