Estrategia para el desarrollo de la competencia comunicativa audio-oral en idioma alemán del personal de recepción en el hotel Brisas Guardalavaca análisis del panorama normativo y convencional internacional bajo los criterios de la ética y la responsabilidad social de las organizaciones (RSO)

Abstract

The hotel reception is the interaction space of a highly qualified and competitive personnel that plays a fundamental role in the achievement of customer satisfaction. The objective of the research was to develop a strategy that favors the development of the audio-oral communicative competence of German for reception workers at the Brisas Guardalavaca Hotel. Theoretical methods such as analysis and synthesis, historical logic, empirical, semi-standardized interview, and surveys were used. The strategy has four essential components for the development of the audio-oral communicative competence in the German language. These are objectives, stages, goals and actions of cultural formation, multilingual competence and the teaching-learning of the German language to the receptionists. The results of the partial implementation of the strategy are achieved visible changes in the group of receptionists of the Brisas Guardalavaca Hotel, allowed the transformation of knowledge from an unfavorable real state to a desired state and laid the basis for the systematic self-transformation of personnel of the reception of this tourist organization.

Keywords:

Estrategia, competencia comunicativa audio-oral, idioma alemán, personal de recepción, hotel