Gestión del talento humano y su impacto en la calidad del servicio en el hotel Balandra de la ciudad de Manta.

Abstract

The objective of this research is to analyze how human talent management influences the quality of customer service at the Balandra hotel in the city of Manta.The research adopted a quantitative approach to examine how the processes of planning, development and evaluation of human capital affect the service standards perceived by users. This method, based on empirical data collected through surveys, ensured objectivity and replicability of the results. The data collection was carried out through a survey conducted by the forms platform, which consists of 10 items applying the Likert scale to 15 guests, where the level of satisfaction in customer service and the work performance of employees were evaluated. The survey results indicate that most guests have a positive perception of the hotel's service, highlighting the friendliness of the staff, the quality of the facilities, and the speed of service. However, some responses indicated specific areas of dissatisfaction, suggesting that adjustments could be made to improve service consistency. In conclusion, the findings demonstrate the importance of investing in human talent development as a key strategy to increase competitiveness and underscores the relevance of customer service in the hospitality industry, showing how staff attitudes and effectiveness directly impact customer satisfaction.