methods effectively employed are presented, which allow

obtaining accurate results and, from which, it is possible to

clearly observe the panorama and steps to follow for a

correct execution of activities that guarantee a good

customer experience, regardless of the tourist branch in

which they operate. It is important to point out that the

results obtained in the multiple investigations that served

as a reference axis were carried out in a period prior to

the current sanitary emergency caused by the Coronavirus.

However, the models used and their instruments are still

paola.galvez@cu.ucsg.edu.ec, ID: orcid.org/0000-0002-9531-9684

https://orcid.org/0000-0001-6943-8420

2

efectivamente empleados y que permiten obtener resultados veraces y, a partir de los

cuales, se puede observar claramente el panorama y pasos a seguir para una correcta

restricciones las actividades a nivel global, pueden ser acogidas en su totalidad para su

posterior puesta en práctica.

INTRODUCTION

According to the World Tourism Organization, this concept is defined as a social,

cultural and economic phenomenon, broadly linked to the movement of people to places

outside their place of residence for reasons ranging from personal to business or

professional.

For (Gómez & Quintal, 2017, p 108) "Needs, motives and motivations are the drivers of

human behavior and, therefore, are vital to activate the mechanisms that move tourism."

At the national level and, considering the situation in different fields of production, the

promising future full of possibilities for reactivation in all areas that move countries

monetarily, is that it is proposed, in the development of this article, different guidelines

that are derived from the previous study of the needs and expectations of users of

hotels, food and beverage establishments and tourist attractions. The area that delimits

this study is the city of Guayaquil, which is the most important economic center of the

country and concentrates a wide variety of the elements studied. Spina et al., (2013, p.

111)

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states that the quantitative approach is applied to determine numerical results using the

survey research technique. And the qualitative approach to explain, describe and explore

to the question posed in the research. Next, we will explain each of the approaches

and how they are applied in the research: graphs or tables can be made to represent the

on obtaining information on a predefined topic.

In accordance with the above, in order to carry out a quantitative study, surveys were

conducted to collect data provided by customers of the establishments, in order to

subsequently carry out evaluations using statistical methods.

The following analysis seeks to know the opinion of the evaluated clients of the

establishments. The methods of this type of research are focused on improving

knowledge about a topic using semi-structured and unstructured questions that allow

the respondent to have freedom at the time of answering.

In the present work, due to the naturalness of the subject, it was decided to take the

exploratory and descriptive type of study.

In addition, Denegri et al., (2016) indicates that being able to provide a concept of tourist

perception to provide a basis for future development of strategies within the industry

to generate greater profitability and improve customer satisfaction levels.

To know exactly what improvements will be implemented, it is necessary to know the

conducted of the Traditional Huecas from Guayaquil participating in the International

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Point number two: the variables to be evaluated, among which we find a) The

environment and ambience of the establishment; b) Service; c) Characteristics of the

which was the sample of the shortcomings found within the traditional Huecas. Among

which we find the cleanliness of the employees and the establishment, the perception of

of the diner. Likewise, a recurring problem was evidenced in terms of: service time,

waste of time of workers in getting change for orders, in addition to the non-existence

of an operations manual or business strategy and standard recipe applied for the

traditional Huecas.

Point number four: it was decided to implement an operating manual, because the errors

perceived in point number three are factors that should and can be improved by the

establishments.

Point number five: it was determined that the Huecas Tradicionales organization does

not have a format on how to relate to a diner, so visual material was created to show

personnel how to treat customers correctly.

Points number seven: in addition to the YouTube channel, accounts were created in

different social networks, Instagram, Facebook and even a web page, to promote

information about these Huecas, as well as advertising the Raíces gastronomic fair.

The study conducted at Boloncentro was a proposal to improve the food and beverage

processes for the Boloncentro cafeteria. In which an exhaustive study of the classic

cafeteria is evidenced.

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area, Urdesa "created an in-depth investigation of the perception and acceptance of

customers, concluding:

is extremely useful for establishments because they can offer the first-class

service that their customers request.

specifically what to modify, whether it is the lighting or the ambiance of the

premises, in order to tabulate specific information to evaluate, thus creating an

improvement plan.

problems faced.

It can be concluded that the studies previously evaluated agree that the correct way to

proceed is to make an evaluation of what customers expect or want from the

As far as lodging is concerned, a variety of information was obtained, including several

suggestions from guests and employees of the establishments. Three dimensions were

considered, which form an essential part of the responses collected: personnel, facilities

and organization. The point on which those who stay in the establishments studied

(second and third category) converge is the alliance and joint work that should exist

between the Municipality of Guayaquil and the Ministry of Tourism in terms of cadasters

and inspection of infrastructure and service. Another relevant point is the Wi-Fi service

inside the hotels as a fundamental service, since nowadays it is an imperative need for

personal and professional life. As a last point, and with better opinions, is the service,

which in most cases is satisfactory for the guests. However, the training provided must

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and other elements that strengthen the good impression of the moment. An important

factor is the maintenance and security that is provided in these representative places, so

Regardless of the activity being executed and its alignment: food and beverage, lodging

or tourist attractions; the common factor on which guests, visitors and diners agree is

organization and processes that govern the activities and the final experience once the

above points are satisfactorily completed. It is unthinkable to obtain a good result if one

of the axes underpinning the total is not firmly entrenched, so that, with the examples

studied in the specified areas, a clear vision can be obtained of what needs to be worked

on. Many of these aspects are clearly visible, which leads us to question why actions are

not being taken or why the agencies involved and that should intervene are still not

doing so. By having plans for improvement, it is a matter of bringing to the competent

authorities mentioned options that are supported by the opinions and studies of capable

professionals committed to providing excellence in the various services.

The first measure of quality will always be the diner and the guest, who assimilates the

different impressions of the experience, observing the environment, the service, the

product, cleanliness, attention and other details that later determine their satisfaction.

As the main judge, it is important to take suggestions into account and constantly carry

out evaluations to know what improvements can be applied. Additionally, it is important

to emphasize that what is projected is the clear image of how the processes are handled

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to emphasize that eventually it will be possible to put into practice the improvements

proposed based on all the analysis carried out and with the knowledge we already have

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