Hotel Services Quality Management for Sustainable Tourism

Abstract

In Ecuador, tourism is a priority sector for attracting national and foreign investment, with the promotion of local initiatives and the recognition of the rights of nature for sustainable development. In this context, the research has the purpose of explaining the quality management of hotel services for sustainable tourism in Esmeraldas. It was carried out through a quantitative analysis with a systemic approach, explanatory type, with a mixed source design, executed in four phases, projective, interactive, analytical and communicative. The population studied were the enterprises that offer hotel tourism services, the observation units are the managers, administrative staff and clients. The techniques applied were the documentary review and the survey, the instrument was the questionnaire, for the validity the Cronbach's alpha method was obtained and the reliability was carried out through the judgment of five experts. Among the results, it was found that tourism is an activity that affects socioeconomic factors, as an activity that promotes economic and social development in the city of Esmeralda. The environmental factor is formed as a fundamental aspect referring to the optimal use of natural resources, supported by the different environmental conditions. Sustainability criteria are strengthened with the management of human resources that promote the search for the quality of the services provided by the company, however, relations with the State are questioned, as it is the regulatory entity of quality processes. , and in the face of the health crisis due to the pandemic, for which its reactivation has been slow. The tourism sector must be linked to sustainable development, which is why it is necessary to resize the strategic plans incorporating lines of action based on sustainability towards the strengthening of sustainable tourism.