Análisis de calidad en área de alimentos y bebidas en hoteles 5 estrellas, Manta 2024.

Abstract

Quality represents the most important letter of presentation of a five star hotel, that is why the main objective is the analysis of the food and beverage areas of the five star hotels in the city of Manta through the identification of quality management, food safety and customer satisfaction, because they are characterized by their high demand, in order to identify the factors associated with quality management that are associated in the decision making of people who use the facilities of these hotels, for that a methodological design was applied with a mixed approach through quantitative and qualitative techniques, The results of the survey and interview showed that the perception of the clients in general terms about the quality of the service and food area is acceptable but not efficient, reflecting opportunities for improvement in waiting time, service and menu variation, where the results did not exceed 60% of favorable responses from the clients, concluding that to raise the level of satisfaction of tourists, guests and people who visit these facilities, a structure should be developed by means of an action plan that promotes GMP and HACCP training, improving the institutional image in a comprehensive manner, which will help guests to have a better perception of the environment and the service provided by the five-star hotels in the Manta canton.