Desarrollo de un modelo de gestión para servicio de catering. Caso de estudio Facultad de Hospitalidad – Universidad de Cuenca

Abstract

The present research aimed to develop a generic management model for catering services in the Ecuadorian context, considering the absence of models applied to this sector. The model is structured around three main pillars: Critical Success Factors (CSFs), Key Performance Indicators (KPIs), and Regulations and Standards; all adapted to the country's particularities. The implemented tools have enabled the evaluation of service maturity, identifying areas for improvement and strengths. To analyze its effectiveness and applicability, the model was validated in the catering service of the Faculty of Hospitality at the University of Cuenca. Validation in this real environment confirmed its viability and effectiveness, highlighting its ability to meet international quality and performance standards. The results emphasize the model's applicability in various circumstances, ensuring the measurement of quality standards and regulations for the continuous improvement of the catering service. Additionally, the model assesses the customer service experience and strengthens the competitiveness of the implementing company within the hospitality sector, with the potential to be adapted to other contexts and service needs.