Operational management in economy category accommodations as a competitiveness factor in Manta–Manabí
DOI:
https://doi.org/10.51252/race.v5i2.1715Keywords:
service quality, efficiency, operational processes, human talent, tourismAbstract
The present study aimed to evaluate operational management in economy-category hotels as a competitiveness factor in the Manta-Manabí canton. A mixed-methods approach was adopted, combining quantitative and qualitative techniques through surveys administered to operational staff and semi-structured interviews conducted with hotel managers. The study was based on five previous investigations and comprised three phases: diagnosing operational processes and competitiveness factors, analyzing the relationship between operational processes and competitiveness elements, and designing a management proposal. To validate the research instruments, the expert judgment method and Kendall’s coefficient of concordance were employed, confirming the reliability of the surveys administered in the reception, accommodation, and food and beverage departments. The results showed that the efficiency of operational processes, effective human talent management, and service quality significantly influenced the competitive positioning of the establishments. Based on the findings, an operational management strategy structured around six strategic pillars was proposed. It was concluded that strengthening operational management improved the competitiveness and sustainability of economy-category hotels.
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