IMPROVING HUMAN TALENT: A BUSINESS STRATEGY TO IMPROVE THE QUALITY OF CARE IN TOURISM PROMOTION.

Abstract

This study aims to investigate the relationship between human talent management and the quality of service in travel agencies in the Puno region in 2021, with the objective of knowing the development of human talent management as a business strategy in the quality of care in the promotion of tourism - travel agencies Puno region 2021. The methodology used was based on the descriptive method, quantitative approach and non-experimental transectional - correlational design, for this a census-type convenience sample was used for the case of collaborators of the tourism agencies and a representative probabilistic sample for the case of national and foreign tourists who visited the region during the indicated period, to whom a questionnaire designed for each sample was applied as a data collection instrument. respectively. Frequency tables were used to process and tabulate the collected data. These results highlight the relevance of adequate human talent management to guarantee quality service in the tourism sector, although they also point out the need to address the specific challenges faced by certain groups of workers, such as official tour guides, to improve customer satisfaction and optimize the tourist experience in the area. Finally, the development of the research came to the conclusion that it is proven that the levels of human talent management applied in travel agencies are directly related to the quality of care and service according to the perception of tourists who visited the region during the year 202.