Study management of processes in of tourist services with economic, social and, sanitary in times of Covid-19

Abstract

The research work is developed in the barbecue restaurant "El Buen Sabor" in the city of Bahía de Caráquez, Manabí-Ecuador, which has had negative impacts in the context of the pandemic as many in the productive sector, which has had a global connotation, this micro-business has been affected with a drastic reduction in sales and that has impacted on the stability of the business. For this reason, the objective was to design an organizational structure based on an analysis of the current situation to improve service delivery processes with measures of quality, health and good service in the restaurant after Covid-19. In this way, a qualitative and quantitative research was carried out with the use of the descriptive type of study and the application of survey and interview techniques. As a result, it was known that the enterprise has had a high level of reduction in customer demand and consequently its income, which has affected the stability of its operations, it was also known that they enjoy a high level of customer satisfaction in the facilities with 84% and in home delivery implemented with 82%. From the theory of organizational design, it is necessary that businesses facing changes (such as a social, economic and health crisis) should review their organizational structure to redesign or improve it, so this establishment with administrative tools can improve the current situation and make the crisis an opportunity to grow. In conclusion, the negative impact due to the reduction in demand is evident and empirically verifiable, for which a manual of procedures, biosafety measures and inventory control elements were developed, which when implemented, help to overcome and obtain Organizational Learning.