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

Abstract

This degree work analyzes the problem of the lack of training and certification in the tourism sector, using the "Aromas del Bosque" cafeteria as a case study. The absence of training in areas such as customer service, hygiene and digital promotion, along with the lack of standardized protocols and certifications, has caused low visitor satisfaction, loss of competitiveness and limitations to access new tourist markets. The main objective was to design a comprehensive training strategy and a certification plan to improve the quality of service, standardize processes and obtain quality and sustainability certifications. The research was developed through the deductive, inductive and a bibliographic review methods, which provided theoretical and methodological bases for the proposal. The proposal is structured in three axes: training in customer service, hygiene and digital marketing; design of standardized care protocols; and development of a plan to access national and international certifications. These actions seek to optimize the operability, raise the visitor's experience, guarantee the sustainability of the business and strengthen competitiveness in the tourism sector.