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

Abstract

In Manta, the restaurant “La Casa” stood out for serving traditional cuisine from the Manabí region in a rustic and cultural setting. However, problems related to inadequate staff training, the absence of safety and hygiene protocols, and the lack of international service quality certifications hindered the restaurant’s ability to deliver consistent service. These factors led to customer dissatisfaction and a decline in service quality, which in turn reduced the restaurant’s tourism competitiveness. The main objective was to analyze these service deficiencies and propose strategies to align with international standards. The methodology applied was a literature review using both deductive and inductive reasoning. The proposal was built around three main pillars: continuous staff training, implementation of safety and hygiene protocols, and the adoption of certifications related to food quality and safety. In conclusion, “La Casa” could have positioned itself as a leading restaurant and tourist attraction, strengthening the image of the city of Manta through diversified cuisine, enhanced customer experience, and informative tourism by investing in employee training and service quality certifications.