Plan de Producción en los Servicios Buffet de Hoteles de Recorrido. Caso: Hotel Horizontes La Granjita
Fecha
2013-06-24
Autores
Molina Rodríguez, Yanela
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Editor
Universidad Central "Marta Abreu" de Las Villas
Resumen
Prestar un servicio de restauración con calidad es fundamental para el correcto
funcionamiento de las instalaciones hoteleras en el cumplimiento de su objetivo
fundamental que es lograr la satisfacción total del cliente; además de que este es
un servicio que genera grandes ingresos en estas instalaciones. Dentro de las modalidades gastronómicas de servicio más utilizadas en la restauración hotelera
se encuentra el Buffet por las facilidades que brinda como forma de alimentación
colectiva, por el número elevado de comensales que permite atender, con hábitos
alimentarios y preferencias diversas. Sin embargo, constituye el servicio más costoso en los establecimientos hoteleros debido a que se dificulta la buena
planificación de la comida a elaborar y el conocimiento con antelación del consumo real por clientes. Por esta razón el presente trabajo se ha desarrollado en el Hotel “Horizontes La Granjita” y tiene por objetivo la elaboración de un plan de producción para el servicio buffet en el restaurante “El Palmar” de dicha entidad,
orientado al perfeccionamiento de los servicios de restauración y a la satisfacción del cliente.
To provide quality catering service is critical to the proper operation of hotel facilities in fulfilling its main objective which is to achieve total customer satisfaction, besides that this is a service that generates large revenues at these facilities. Among the modalities most used service dining in the hotel restaurant is the buffet for the facilities offered as a form of collective power, by the large number of guests who can attend, with different eating habits and preferences. However, the service is more expensive in hotels because it makes the good planning of food to develop and advance knowledge of the actual consumption by customers. For this reason this work has been developed in the Hotel "Small farm Horizons" and aims at developing a production plan for buffet service in the restaurant "El Palmar" of that organization, aimed at improving services restoration and customer satisfaction. The main result is the proposal of a plan that allows their subsequent implementation, promoting excellence service management. The plan is based on the application of dissimilar methods, techniques and modern tools on restoration management, as reflected in the bibliographic study. Among those are the following: interviews, surveys, expert judgment, document analysis, and Pareto Ishikawa Diagram. The application of the proposed methodology ensures validation to achieve results that contribute to the improvement of management options at the entity under study.
To provide quality catering service is critical to the proper operation of hotel facilities in fulfilling its main objective which is to achieve total customer satisfaction, besides that this is a service that generates large revenues at these facilities. Among the modalities most used service dining in the hotel restaurant is the buffet for the facilities offered as a form of collective power, by the large number of guests who can attend, with different eating habits and preferences. However, the service is more expensive in hotels because it makes the good planning of food to develop and advance knowledge of the actual consumption by customers. For this reason this work has been developed in the Hotel "Small farm Horizons" and aims at developing a production plan for buffet service in the restaurant "El Palmar" of that organization, aimed at improving services restoration and customer satisfaction. The main result is the proposal of a plan that allows their subsequent implementation, promoting excellence service management. The plan is based on the application of dissimilar methods, techniques and modern tools on restoration management, as reflected in the bibliographic study. Among those are the following: interviews, surveys, expert judgment, document analysis, and Pareto Ishikawa Diagram. The application of the proposed methodology ensures validation to achieve results that contribute to the improvement of management options at the entity under study.
Descripción
Palabras clave
Restauración Hotelera, Servicio Buffet, Planificación de la Producción, “El Palmar” del Hotel Horizontes La Granjita