Hotelería

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Análisis comparativo de la aplicación de buenas prácticas de Turismo Sostenible en las Hosterías Live the Life y Aventura Park en el cantón Girón, acorde a la Guía Rainforest Alliance 2005
(Universidad de Cuenca, 2021-04-23) Cochancela Quizhpi, Carmen Catalina; Naula Morocho, Diana Elizabeth; Galarza Torres, Marcela Alexandra
Nowadays, the tourism industry has become one of the most important sectors for the country's economy; however, adequate planning and management is needed to achieve its sustainable development. Hotel activity should implement an environmental management system to help promote care for nature and well-being of the local community. If a hotel establishment were to implement more sustainable practices, it would make great profits for both the company and the population. Currently the Live the Life and Aventura Park inns have chosen to introduce into their infrastructure some sustainability measures that help reduce the environmental impact on the sector, as well as to improve their profitability and avoid unnecessary or excessive expenses. That is why this graduation work aims to carry out a comparative analysis of the application of good sustainable tourism practices in Live the Life and Aventura Park inns in canton Giron of the province of Azuay, according to the Rainforest Alliance Guide of the year 2005, in addition, the percentages of compliance in each of the areas of sustainability and a thorough analysis for each criterion that this guide addresses will be known.
Análisis comparativo de la gestión sostenible de las hosterías Sol del Valle y Chorro de Girón
(Universidad de Cuenca, 2020-08-18) León Pinos, Sandra Paola; Zhunio Llanzhi, Diana Maribel; Galarza Torres, Marcela Alexandra
The issue of sustainability in the hotel industry is currently growing, due to an increase in demand for tourists committed to the care and protection of the environment, therefore, the research work herein is based on the "Comparative Analysis of Sustainable Management in the Hostería Sol del Valle and Chorro de Girón," consequently, it is necessary to perform some research of the tourist and hotel activity at Girón canton, in addition, a study of the main characteristics of the above mentioned inns will be carried out, through an analysis of the hotel cadaster of Azuay 2019 and interviews with proprietors. For analyzing the inns sustainable management, the Guide to Good Practices for Sustainable Tourism is taken as reference in order to make known the benefits of applying the guide in the fields: business, socio-cultural and environmental, once this analysis has been prepared, the comparison will be made between the Sol del Valle and Chorro de Girón inns in order to generate proposals for improvement for a good sustainable practice.
Análisis comparativo de la posición competitiva de Airbnb con Booking y Expedia en la ciudad de Cuenca
(2019-09-11) Riera Rea, Vanessa Nathaly; Sánchez Tirado, Wilson Xavier; Astudillo Durán, Silvana Vanessa
In the course of time the hotel industry has been evolving and taking great importance in the mind of consumers, as a result, different virtual platforms that provide a wide range of formal and informal accommodation have been created, in order to save time and allow quick access to make a reservation. Each platform is constantly striving to occupy the first place in reservations, which is why this graduation work includes a comparative analysis of Airbnb’s competitive position with Booking and Expedia in the city of Cuenca. For this purpose, the ANOVA statistical test was used to compare services, rates and valuations of the three platforms. The results indicate that there is evidently a difference with respect to the service and tariff variables, while in the valuations given by each guest there was no variety among the three case studies. On the other hand, Airbnb’s competitive level in informal accommodation is high compared to Booking and Expedia, whereas the latter two offer a wide range of regulated accommodation; as a result of the averages, Airbnb has a competitive advantage over Expedia in relation to services, but Booking leads with a greater offer for this variable. Airbnb and Booking’s per-night rate shows minimal rivalry, but Expedia has high prices. At the same time, these three platforms face the same assessment.
Análisis comparativo del nivel de satisfacción de los clientes según el modelo Servqual, en los hoteles de la ciudad de Cuenca, 2017, caso de estudio: Hotel San Andrés y Hotel Los Balcones
(2018) Monge Japa, Paola Elizabeth; Romero Pulla, Valeria Elizabeth; Abad Vicuña, Guido Esteban
Currently, the quality of the service or product in the hospitality industry has vital importance, since it depends on the level of competitiveness and its permanence within the sector. This is why the present research project, whose aim is to analyze and compare the level of customer satisfaction among hotels San Andres and Los Balcones by applying the Servqual model, to diagnose the current state of the hotels in the study in order to assess the results obtained. Servqual model presents a questionnaire of 22 items, divided into five dimensions (tangible elements, reliability, responsiveness, security and empathy) evaluated through the Likert scale of 1 to 5 points where 1 is very low and 5 is very high. Customers who purchase the first service will assess the expectation they have before receiving the service and after it, their perception of the service received will be assessed. The methodology used is quantitative and qualitative in nature, through the application of the questionnaire-based surveys of the Servqual model aimed at customers who use the services provided by the Hotel San Andres and Hotel Los Balcones. According to the results, recommendations are made in order to cover the expectations of the guests.
Análisis comparativo del perfil de huéspedes de los establecimientos de alojamiento de la parroquia Baños: caso Hostería Durán, Hostería Cereven los Lirios y Hostal Primavera
(2020-06-09) Bravo Romero, Miriam Gabriela; Paucay Quezada, Gabriela Herlinda; Freire Chaglla, Segundo Amador
The influx of tourists and the growing number of hotels in the city of Cuenca have destabilized the hotel sector, generating the need to identity who are their consumers in the tourism market. Many of the visitors that stay in the different tourist accommodation establishments make use of their goods and services, but there is the risk that they are not up to customers’ expectations. The purpose of this study is to identity the guest profile that visits the accommodation establishments of the Baños parish. Three establishments were chosen voluntary from different categories: 4, 3 and 2 stars for a comparative study. The consumption behavior of 460 guests in August 2019, a representative sample according to the number of guests staying in the month of August 2018, was studied. This sample was distributed to an analysis using the fallowing statistical methods: CHAID and decision tree regression. The product of this investigation concluded that mostly the Baños parish is a favorite destination for the segment family who travels for tourism due to the various activities offered by the place and they are chosen for their adequate facilities for their break. Finally, strategies are proposed to increase demand according to the profile formulated.
Análisis comparativo entre el sistema de gestión de calidad SICA aplicado por GHL hoteles y la norma ISO 9001:2015. Caso Hotel Four Points by Sheraton Cuenca
(Universidad de Cuenca, 2021-09-14) Criollo Collaguazo, Sandra Viviana; Marchán Marroquín, Esteban Oswaldo; Galarza Torres, Marcela Alexandra
Quality is a determining aspect, and that is why there are systems that allow it to be controlled. One of the most important references is the ISO 9001 standard, being the 2015 version the most recent. However, not all companies use this international standard; such is the case of the Four Points by Sheraton Cuenca hotel, currently run by the GHL brand, which applies its own quality management system. The creation of ISO 9001 took eight years, the idea was raised in 1979 and was approved during a meeting of the organization in 1987. These guidelines arose from the need to control processes within manufacturing companies. Quality management systems designed under this standard are based on seven principles. On the other hand, the Londoño Group from 1991 began to design its own quality management system. To a large extent it was due to its internationalization to the different countries of Latin America, since it was necessary to control the processes that were developed in each establishment under its charge. The GHL Hotels brand based its ideas on the systems that were developed in international chains such as: Sheraton, Sonesta and Radisson, among others. The purpose of this research project is to develop a comparative analysis between the SICA System of GHL Hotels and the ISO 9001:2015 standard. The results will determine whether the SICA system produces the same results on quality issues as ISO 9001.
Análisis de estrategias utilizadas para la venta de habitaciones en establecimientos de alojamiento de tres estrellas en el contexto de la COVID 19, en el centro histórico de Cuenca-Ecuador: periodo 2020-2021
(Universidad de Cuenca, 2022-11-21) Dumaguala Bueno, Gissela Alexandra; Vele Nieves, Janneth Magaly; Avecillas Torres, Ángeles Imelda
Sales strategies are a fundamental pillar for a company to have greater profitability; in the case of accommodation establishments, these strategies are also aimed at generating processes to build customer loyalty. This study addresses the analysis of the strategies used for the sale of rooms in the context of COVID-19 in relation to the three-star accommodation sector in the Historic Center of Cuenca-Ecuador in the period 2020 - 2021, because this sector was directly affected by the restrictions due to COVID-19. The study comprises three chapters; the first refers to the effects generated by COVID-19 on the sale of rooms in three-star accommodation establishments, the second diagnoses the sales strategies of rooms in such accommodations, and the third analyzes the results of the sales strategies developed by three-star accommodation establishments in the context of COVID-19. The methodology was based on semi-structured interviews with the managers of the three-star accommodation establishments, according to a not probabilistic at convenience sample. Finally, at the end of the research project, it was identified that the most used sales strategies were digital marketing, through the promotion of the establishments services in social networks and also strategic alliances with companies of various kinds. Keywords: Sales strategies, hotels, hostels, marketing, COVID-19.
Análisis de factibilidad para la implementación de una hostería como método de diversificación de servicios del restaurante Los Maderos, en la parroquia de San Joaquín, cantón Cuenca
(Universidad de Cuenca, 2023-03-08) Coronel Duche, Rosa Angélica; Loja Espinoza, Paola Katherine; Ávila Vélez, Tania Karolina
Currently, the Decentralized Autonomous Government of San Joaquín is carrying out processes for continuous improvement through the tourist offer, implementing good sustainability practices, seeking the satisfaction of the local population, economic development, respect and conservation of cultural heritage. and natural (GAD San Joaquín, 2019). The present titling work aims to demonstrate the viability of opening a hostel as a method of diversifying the services of the Los Maderos restaurant, located in the parish of San Joaquín, Cuenca canton; For the same, a macro and micro study of the location, market analysis for segmentation and the investment required for the implementation of the project was carried out. Within the situational status, the size of the project and its location are considered, and a SWOT analysis was also carried out. Regarding the market study, surveys were applied to national and international tourists to find out the current demand and thus establish the marketing mix for the inn's offer. Within the financial study, the costs, income, expenses and financial indicators such as VAN and TIR were determined. After the application of these indicators, it was possible to demonstrate the feasibility of the project. Keywords: Feasibility, diversification, implementation, hostelry, feasibility
Análisis de la calidad de los servicios en el área de recepción y ama de llaves de la Cadena Hotelera JMV Group basado en el modelo Servqual: caso Hotel Santa Ana Spa y Hotel Santiago de Compostela en Cuenca
(Universidad de Cuenca, 2022-07-28) Guamán Yanza, Cecilia Elizabeth; Illescas Bueno, Rommel Fernando; Avecillas Torres, Ángeles Imelda
The hotel industry provides a wide range of services such as lodging, food and other complementary or additional services. At present, quality management has become a necessary condition for any strategy aimed at the service industry. The constant increase in consumer demand level is the main cause that makes quality a determining factor for competitiveness. The present intervention project that is proposed aims to analyze the quality of services in the Reception and Housekeeper Area of the JMV Group Hotel Chain, case Hotel Spa Santa Ana and Hotel Boutique Santiago de Compostella Executive in Cuenca based on the Servqual model, which allows the measurement of expectations and perceptions of guests. This tool allows to know the gaps of the service and increase the quality of the hosting services, as a differentiating and significant element. For the elaboration of this intervention work, surveys were used to a sample of external clients of the studied establishments, using the Servqual model, and also interviews with internal customers. The results reflect that in both the Hotel Spa Santa Ana and Hotel Boutique Santiago de Compostella Executive, there are gaps in the service in four dimensions: tangible elements, reliability, responsiveness and empathy, as established by the Servqual model, so there are failures in the service in the Reception and Housekeeper Area. Finally, based on the shortcomings detected, a comprehensive improvement plan is proposed for the processes in the two hotels, aimed at strengthening the quality of service. Keywords: Servqual model, quality of service, expectation, perception, dimension, customer.
Análisis de la calidad de servicio en los hoteles Oro Verde y Veuxor de la ciudad de Machala, mediante el modelo Servqual
(2019-03-15) Illescas Herrera, Luisa Lizbeth; Reinoso Coronel, José Lino
The goal of this intervention project is to diagnose the Hotels Oro Verde and Veuxor through the Servqual model and its dimensions (tangibility, security, response capacity, empathy and reliability), based on the expectations and perceptions of the users of these establishments. With this model it is intended to have a clear idea on the reality of the accommodation offer. The used methodolgy is quantitative, due to the fact that it is necessary to know aspects that are not measurablee, and at the same time the research needs quantifiable parameters. This investigation is composed of a questionnaire of 22 items, which are divided into 5 dimensions that are evaluated by a Likert Scale from 1 to 5 points. The intention is to generate an evaluation about the expectation that the client had, regarding the service that the hotel offers, and in a second moment which was the perception of the service. The province of El Oro is in the rediscovery of its touristic potential, which leads to a greater touristic promotion, and at the same time attract more public to enjoy its attractions. It is a this point that the hotel industry enters with an offer that seeks to meet the expectations of potential guests. Even though, the development of this industry has been slow, one cannot deny the efforts on highlighting all their accommodation variety. This leads to the emperical opening of more establishments that seek to cover in many cases noche markets that still cannot be captured.
Análisis de la calidad de servicio mediante la aplicación del modelo HOTELQUAL. Caso de estudio: Hotel Presidente
(Universidad de Cuenca, 2023-10-18) Chillogalli Jarro, Carmen Elizabeth; Mora Mora, Leonardo Andrés; Iñiguez Márquez, Gustavo Eduardo
This study arose from the need to evaluate the level of quality in the customer service areas of the Hotel Presidente. The HOTELQUAL model was used, a three-dimensional framework that encompasses the attitude of the staff, the conditions of the infrastructure and the organization of the service. The key departments in this analysis were Housekeeping, Reception and Food and Beverages, whose members were given a semi-structured interview to obtain detailed information. The most relevant information was collected through surveys directed at Hotel Presidente clients. These surveys focused on customer expectations and perceptions, allowing the level of service quality to be determined and possible areas for improvement in customer service to be detected. The results provided a comprehensive view of the aspects that guests consider unsatisfactory or below expected quality standards. Based on these findings, the administrative department of Hotel Presidente will have a solid basis to implement the necessary corrective actions in those processes that guests considered substandard. Keywords: hotelqual, customer satisfaction, hospitality, quality
Análisis de la calidad del servicio a través del modelo HOTELQUAL en las hosterías en la comunidad de Migüir, Azuay-Ecuador. Caso de estudio: Hostería Guagrahuma y Hostería Capillapamba
(Universidad de Cuenca, 2025-09-10) Prado Navas, Ana Gabriela; Vázquez Ávila, Tania Cristina; Urgilés Contreras, Diana Paola
This study aims to analyze the quality and satisfaction of customer service through the HOTELQUAL model in two inns: Guagrahuma and Capillapamba, located in the community of Migüir, Molleturo parish, province of Azuay. This study has an observational design, with a mixed approach, with an exploratory-descriptive scope and a cross-sectional section. The tool used to obtain data for quality measurement is the HOTELQUAL model survey, aimed at interest groups such as the guests of these establishments to evaluate the experiences of users in relation to the quality of service. Data collection was carried out through the HOTELQUAL survey, applied before and after the service, followed by the implementation of two open questions. Quantitative data were analyzed in SPSS software and qualitative data in ATLAS.TI. The results show that the two inns have an acceptable level of quality, slightly exceeding the expectations of the guests. Based on the results obtained, proposals were developed for the improvement of the service in the two inns, carried out in the current conditions of the establishments, proposing strategies focused on staff training, basic quality management system, continuous monitoring of all dimensions, among others. Finally, the proposed strategies were socialized and validated, with the participation of the owners and staff of the establishments. The HOTELQUAL model is an effective tool to diagnose and improve the quality of service in tourist accommodation.
Análisis de la calidad del servicio en el Hotel Punta del Mar, mediante el modelo Servqual
(Universidad de Cuenca, 2022-01-13) Carreño Paz, Joselyn Maitee; López Molina, Diana
This research aims to analyze the quality of services at the Hotel Punta del Mar by applying the Servqual model, which measures the expectations and perceptions of the study sample. The methodology of this research is through a quantitative approach, in addition to the use of the tool of two questionnaires focused on the external and internal client. As a result, it was obtained that the level of quality within the organization presents a negative gap in a great extense, while the guest exposes a positive gap in the quality of service. In conclusion, the current state of the organization indicates that there is a minimum quality index, demonstrating that it is not possible to completely overcome the perception of the expectation formed by both internal and external customers during their transition in the facilities of the hotel studied. Finally, a matrix of recommendations for consideration is provided to the research in order to improve the service of the establishment in the areas having shortcomings. Keywords: Servqual model, quality, service, gap, customer.
Análisis de la calidad del servicio mediante el modelo de evaluación HOTELQUAL caso: Hostal Posada del Ángel, Cuenca-Ecuador
(Universidad de Cuenca, 2025-09-29) Quito Banegas, Josseline Anabel; Sinchi Villa, Evelyn Lisseth; Iñiguez Márquez, Gustavo Eduardo
This study analyzes the quality of service in a tourist accommodation establishment through the application of the HOTELQUAL model, using the Hostal Posada del Ángel as a case study. The main objective is to determine the level of customer satisfaction by identifying gaps between previous expectations and the real perception of the service received, in order to generate inputs that guide decision-making and promote continuous improvement in processes and customer service. The evaluation, based on the HOTELQUAL model, was structured in three key dimensions: infrastructure conditions, staff attitude, and service organization. The methodology adopted had a mixed approach, with a descriptive scope and a cross-sectional design. The research process was developed in three phases: in the first one, a review of specialized literature was carried out; in the second one, surveys were applied based on the standardized dimensions of the HOTELQUAL model, whose answers were tabulated and analyzed; and, finally, in the third phase, recommendations were made based on the findings obtained. The findings show that the dimension related to infrastructure presents the highest levels of dissatisfaction on the part of guests. Based on these results, specific improvements are proposed that will allow Hostal Posada del Ángel to optimize the customer experience and raise the general perception of the quality of the service offered.
Análisis de la calidad en los servicios de hospitalización basado en el modelo ServQual en el hospital Homero Castanier Crespo de la ciudad de Azogues
(Universidad de Cuenca, 2021-02-09) Carabajo Sinchi, Rocío Isabel; Ocampo Chacha, Cinthya Pamela; Carpio Álvarez, Santiago Domingo
Hospital quality is of vital importance within health facilities, as this depends on the well-being of users. The purpose of this work is to analyze the quality of the hospitalization services provided by the hospital "Homero Castanier Crespo" in the city of Azogues, based on the SERVQUAL methodology. The methodology aims to identify the expectations and perceptions of users before and after the service provided by the medical team and staff in general, since they are directly linked to the provision of service. The hospitalization area refers to the place where patients who are recovering are located, after having undergone a medical procedure, in this department is where it can be evidenced the quality of service that the hospital provides to the user and/ or family members. In order to assess quality, surveys were carried out to patients and patients´ relatives, these surveys have been adapted to the hospital and applied in the hospitalization area, they comprise twenty-two questions including the 5 dimensions of the SERVQUAL model. This research was able to analyze what deficiencies the hospital has, and thus recommendations and improvement proposals were made based on the shortcomings that were found; additionally, its application would help to improve the service quality in the area of hospitalization.
Análisis de la dinámica de alojamiento en quintas vacacionales: Yunguilla - Santa Isabel
(Universidad de Cuenca, 2022-02-16) Chacón Jara, Nube Yessenia; Panamá Laso, Jennifer Carolina; Sánchez Rodas, Lourdes Monserrath
The Yunquilla Valley, characterized by its warm climate, sugarcane plantations, the sugarcane mill and its beautiful natural attractions; it has become a place demanded by locals and foreigners to build modern holiday quintas. However, these holiday homes have gradually taken on other uses; going from being residential houses to a new type of tourist accommodation. That is why, this research aims to provide a complete analysis of the dynamics of accommodation in holiday quintas of Yunguilla-Santa Isabel. This study had a mixed approach; the first part obeyed a qualitative approach of exploratory scope aimed at determining the causes of irregularity. The second phase obeyed a quantitative approach of exploratory-descriptive scope, aimed at characterizing the functioning of the holiday quintas through variables collected in a database. Subsequently, based on the results obtained, a comparative analysis was established between a quinta and a formal establishment. As a result of the study, the first chapter concludes with seven causes of informality: citizen culture, distrust of the country's institutions, economic needs, bureaucracy, lack of incentives, tax evasion and lack of capacity to exercise the activity. In the second chapter, after the analysis of 57 quintas, a general description of each one is presented, its operation dynamics, georeferencing and identification of the people involved in its operational processes. Finally, the third chapter deals with the comparison of the functioning of a quinta versus a formal establishment. Keywords: Holiday quintas. Irregularity. Operation dynamics.
Análisis de la evolución de la oferta hotelera para personas con movilidad reducida en Cuenca 2011 – 2017
(2018) Almeida Butiñá, Juan Miguel; Estrella Durán, Mateo Julián
The accessibility of the hotel service for the client with reduced mobility is an important and topical issue, which is why the present analysis aims to identify the current situation of the accessible hotel offer for clients with reduced mobility, and to demonstrate what the development has been of said offer from the year 2011 until the year 2017. In the development of the respective analysis, access was gained to information sources that have studied the same topic in previous years, whose results will be compared with the results of the current situation of the hotel market. For the process of obtaining data that show the current situation of the accessible hotel market for people with reduced mobility, an investigation was developed by visiting the respective hotels that make up the hotel offer of the city, in order to evaluate them and define aspects that make them suitable for the adequate service to the client with reduced mobility. In addition, complementary information will be presented, which helps to understand the subject, in order to present a measurement and a reading of the development of the offer of hotels with appropriate characteristics for the user with reduced mobility, from the year 2011 to 2017
Análisis de la gestión de talento humano en establecimientos de alojamiento enfocado en la motivación y retención del personal. Caso Four Points By Sheraton, Cuenca-Ecuador
(Universidad de Cuenca, 2025-09-11) Criollo Morocho, Erika Vanessa; García Soto, Erika Alexandra; Iñiguez Márquez, Gustavo Eduardo
This study analyzes the management of human talent in accommodation establishments with a focus on staff motivation and retention. The research includes a qualitative approach of exploratory scope, with an observational and cross-sectional design. The case study was the Four Points By Sheraton Hotel, Cuenca-Ecuador. It is projected that the findings obtained will serve as a basis to strengthen the processes of continuous improvement in the Human Talent department. The research was carried out in three phases. In the first phase, the main motivating factors of the staff were identified through the review of relevant academic literature. In the second phase, structured interviews were applied with the aim of exploring the motivational strategies applied by the Human Talent area, as well as the factors that affect the individual motivation of employees. The interviews addressed five main themes: a) rewards and benefits, b) professional growth, c) organizational environment/integration, d) work-life relationship, and e) leadership and management. Finally, in the third phase, the factors that directly influence staff motivation and retention were identified through a hermeneutical analysis using graphs that analyzed the information collected. Among the main motivational factors are the percentage of tips received at the end of the month, food subsidy, private health insurance, transportation by bus for associates, educational agreements, discounts on lodging and food at the different headquarters of the chain, as well as loans for studies, domestic emergencies and training.
Análisis de la gestión sostenible según la guía de buenas prácticas para turismo sostenible de la Rainforest Alliance en la versión del año 2005 aplicado a la Hostería dos Chorreras
(2018) Fajardo Oleas, Gabriela Estefania; Londa Chicaiza, Nelly Rosana; Galarza Torres, Marcela Alexandra
The analysis of the sustainable management that was applied in the Hostería Dos Chorreras, is based on the Guide of Good Practices for Sustainable Tourism of the Rainforest Alliance; where the greatest importance in the hotel business is based on sustainable development being the one in charge of properly managing natural resources without causing greater impact and that does not harm the environment, generating economic and social benefits, applying continuous effort to integrate three sustainable principles; environmental, economic and social. The lodge does not have the necessary tools for the fulfillment of a true sustainable development, that allows the efficient saving of the energetic resource, hydric and a suitable conscience to its employees related to environmental, social and cultural subjects; that is why the need arises to develop an analysis on a correct sustainable management applying the Guide of Good Practices for sustainable tourism, which is a tool that allows tourist entrepreneurs to adopt sustainable management practices, in a simple and effective way. Based on principles that aim to minimize negative impacts and maximize the benefits of tourism activity in the sociocultural, environmental and business environment.
Análisis de la influencia de las Tecnologías de la Información y Comunicación en el sector de alimentos y bebidas, a partir de la COVID-19. Caso: restaurantes del Centro Histórico de Cuenca, Ecuador
(Universidad de Cuenca, 2024-09-18) Torres Gallegos, Nain Alexander; Delgado Andrade, Diego Andrés; Sánchez Rodas, Lourdes Monserath
The COVID-19 pandemic significantly impacted the hospitality sector, driving the adoption of technology strategies to adapt to a new normal. This study analysed the influence of Information and Communication Technologies (ICT) on restaurants in the Historic Centre of Cuenca after the pandemic. This cross-sectional qualitative research examined the impact of ICT through semi-structured interviews with restaurant owners and managers, exploring how these technologies affected customer interaction and internal management since the health crisis. The information was organized into categories and codes, analyzed with the Atlas.ti software. The results reflected a positive impact of the adoption of ICT on the performance of establishments since the COVID-19 pandemic, allowing them to operate efficiently despite the restrictions imposed by the health emergency. The results of the study indicate that the most used tools were mobile payment systems, home delivery platforms, advertising on social networks and digital menus. The work concludes that the adoption of ICT has been crucial for the survival and adaptation of restaurants in the post-pandemic context. These technologies have improved operational efficiency, customer engagement, and responsiveness to changing market conditions. Despite the initial hurdles, digitalization is shaping up to be an inevitable trend that will continue to transform the hospitality industry for the foreseeable future.

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