Plan de acciones para mejorar la satisfacción de los clientes en el área de alimentos y bebidas del Hotel Horizontes La Granjita
Fecha
2013-06-24
Autores
Orihuela Garcia, Diana
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Editor
Universidad Central "Marta Abreu" de Las Villas
Resumen
La actividad turística implica la lucha constante por brindar productos y servicios
diferenciados que satisfagan a los clientes, como vía duradera para sobrevivir y
desarrollarse en las turbulentas condiciones que impone la situación económica-
social imperante en el mundo. Cuba está inmersa en esta lucha y para ello necesita de la profesionalidad y motivación de los trabajadores dentro de las organizaciones turísticas, pues constituye el principal elemento diferenciador del turismo cubano; de ahí la necesidad de estudiar los niveles de satisfacción experimentados por los clientes externos e internos. Es por ello, que se ha desarrollado el presente trabajo, el cual tiene como objetivo elaborar un Plan de Acciones para mejorar la satisfacción de los clientes en el Área de Alimentos y Bebidas del hotel Horizontes ―La Granjita‖. La aplicación de un procedimiento científicamente fundamentado en el Área de Alimentos y Bebidas del hotel Horizontes ―La Granjita‖, permitió conocer el estado actual de satisfacción de los clientes externos e internos y determinar los factores que inhiben el logro de niveles superiores de satisfacción, a partir de los cuales se elaboró un Plan de acciones, siendo este el principal resultado de la presente investigación. El plan, se sustenta en la aplicación de disímiles métodos, tales como: inductivo–deductivo, histórico–lógico y analítico–
sintético; así como técnicas, entre ellas: entrevistas, encuestas y análisis de documentos; además de herramientas, entre las que se encuentran: el análisis de
expertos, la matriz DAFO, el Árbol de Problemas y el SPSS.
Tourist activity involves constant struggle to provide differentiated products and services that satisfy customers, as a way to survive and develop lasting in the turbulent conditions imposed by the prevailing socio-economic situation in the world. Cuba is involved in this struggle, and therefore needs the professionalism and motivation of workers in tourism organizations, as the main differentiator of Cuban tourism, hence the need to study the levels of satisfaction experienced by external and internal customers. This is why it has developed the present work, which aims to develop an Action Plan to improve customer satisfaction in the Food and Beverage area at Horizontes ―La Granjita‖ hotel. The application of a scientifically based in this area allows get the state of satisfaction of internal and external customers and determine the factors that inhibit the achievement of higher levels of satisfaction, in from which a Plan of action, which is the main result of the present investigation. The plan is based on the application of different methods such as inductive - deductive, historical - logical and analytic - synthetic, and techniques, including interviews, surveys and document analysis, as well as tools, among which are: the expert analysis, the DAFO matrix, problem tree and SPSS.
Tourist activity involves constant struggle to provide differentiated products and services that satisfy customers, as a way to survive and develop lasting in the turbulent conditions imposed by the prevailing socio-economic situation in the world. Cuba is involved in this struggle, and therefore needs the professionalism and motivation of workers in tourism organizations, as the main differentiator of Cuban tourism, hence the need to study the levels of satisfaction experienced by external and internal customers. This is why it has developed the present work, which aims to develop an Action Plan to improve customer satisfaction in the Food and Beverage area at Horizontes ―La Granjita‖ hotel. The application of a scientifically based in this area allows get the state of satisfaction of internal and external customers and determine the factors that inhibit the achievement of higher levels of satisfaction, in from which a Plan of action, which is the main result of the present investigation. The plan is based on the application of different methods such as inductive - deductive, historical - logical and analytic - synthetic, and techniques, including interviews, surveys and document analysis, as well as tools, among which are: the expert analysis, the DAFO matrix, problem tree and SPSS.
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Palabras clave
Restauración, Empresa Hotelera, Calidad de Servicio, Hotel “Villa La Granjita”