Falta de capacitación y certificación de los destinos y miembros del sector turístico.

Abstract

This research project analyzes the problem of lack of training and certification of staff at the Sabores de la Sierra restaurant, located in Riobamba, which, despite its position as a gastronomic benchmark in the area, faces limitations in the quality of its service due to the absence of technical training in food handling, customer service, accessible tourism, and languages. The overall objective of the research is to design and implement an action plan that strengthens staff competencies through training and certification processes, thus ensuring excellent service for domestic and international tourists. The methodology applied is based on a case study, where the main weaknesses of the restaurant were diagnosed, key actors (Ministry of Tourism, Municipal GAD, tourists, employees, and administration) were identified, and training and continuous evaluation strategies were structured. The results obtained reflect the urgent need to establish a comprehensive training program that includes practical workshops, language training, and official certifications, in order to raise the restaurant's service standards and competitiveness. Likewise, it was evident that the implementation of these measures would have a positive impact on tourist satisfaction and the establishment's reputation as a safe and quality gastronomic destination. Finally, the conclusion highlights that training and certification are fundamental pillars for the sustainable development of the tourism sector. Their application will not only strengthen staff skills, but also allow the Sabores de la Sierra restaurant to consolidate its position as a benchmark for excellence in visitor service, contributing to the tourism positioning of Riobamba.