Management of processes to improve the quality of tourist services in times of Covid-19

Abstract

This article exposes the economic and social impact that service businesses are experiencing, especially the Hostal Restaurante Coco Bongo located in Manabí-Ecuador, due to the declaration of a global pandemic due to the spread of the COVID-19 virus; Therefore, it is proposed to solve the problem, with the provision of administrative tools, biosecurity and advertising, so that businesses are better managed, communicate and promote their goods and services. The materials used during the investigation are: survey and interview, which allowed to know, according to the investigation, the great economic impact on sales during the first semester of the pandemic and that due to the implemented reforms has been increasing. Exploratory and descriptive research was applied, the exploratory being the ideal to know the development of the economic activities of the Hostal Restaurant Coco Bongo in the context of the Covid-19 pandemic. Among the methods used are: Deductive method, because the reduction in demand for business services in the accommodation and restaurant sector is generally known, that is, it starts from the most general and the specific. Also the analytical - synthetic one, since the information gathered from the different sources was analyzed in an objective and interrelated way to show the sequence of the problem. Being a quantitative research, the results show that the hostel meets the expectations of the clients, has a favorable acceptance and their visits are recurrent, it is for these characteristics that it is available to the interested party, the use of organizational tools, biosafety and marketing through online channels, very frequent in today's reality to continue with business processes from a new perspective, keeping the Coco Bongo Hostel fan page active on Facebook, being the ideal channel to promote your home delivery service with necessary biosecurity measures. It is concluded that the economic sustainability of the establishment has been affected and the pandemic showed its weaknesses, which motivated its owners to be more effective in their decisions, to maintain the existence of the business with new structures that have given short-term benefits.