Sistema para la planificación del servicio a la carta en los restaurantes especializados del hotel Meliá Las Dunas
Fecha
2014-06-24
Autores
Alemán Alvarez, Sandra
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Editor
Universidad Central "Marta Abreu" de Las Villas
Resumen
La restauración constituye un potente factor dentro de la estructura empresarial hotelera al representar la segunda fuente de ingresos más significativa, por lo que es necesario encaminar todos los esfuerzos hacia el logro de la máxima calidad de los servicios para satisfacer las exigencias de los clientes. Actualmente una de las alternativas más atractivas y demandadas son los restaurantes a la carta, que apuestan por la especialización culinaria, el elevado confort así como la calidad y la personalización del servicio como atributos diferenciadores. No obstante, este tipo de restaurante requiere de una buena organización, basada en una planificación que permita desempeñar el trabajo con mayor eficiencia. Motivo por el cual se plantea como objetivo general diseñar un sistema de planificación del servicio a la carta a partir de la aplicación de un procedimiento científicamente fundamentado, para el restaurante mediterráneo “El Tesico” del hotel “Memories Paraíso Azul”, orientado al perfeccionamiento de los servicios de restauración y la satisfacción del cliente. La investigación se sustenta en la aplicación de varias técnicas como la observación directa, entrevistas no estructuradas, los diagramas de Ishikawa y de Pareto, además del empleo de sistemas automatizados. Como resultado principal se obtiene un sistema de planificación que permitirá reducir los costos e incrementar los ingresos anuales, favoreciendo la gestión de un servicio de excelencia y la satisfacción de los clientes. La aplicación del sistema propuesto garantiza su validación al alcanzar resultados favorables durante su aplicación práctica en la entidad objeto de estudio, a través de un análisis costo-beneficio.
The restoration is a powerful factor in the hospitality business structure to represent the second most significant source of income, so it is necessary to direct all efforts towards achieving the highest quality of services to meet customer requirements. Currently one of the most attractive and demanded alternatives are à la carte restaurants, which are committed to culinary expertise, comfort and high quality and personalized service and distinctive attributes. However, this type of restaurant requires good organization, based on a schedule sufficient to perform the work more efficiently. Why the general objective is to design a planning system a la carte from the application of a scientifically based procedure for the Mediterranean restaurant "El Tesico" in the "Memories Paraiso Azul" hotel, aimed at improving catering services and customer satisfaction. The research is based on the application of various techniques such as direct observation, unstructured interviews, Ishikawa and Pareto diagrams and besides the use of automated systems. As main result a planning system that will reduce costs and increase revenue by promoting management excellence in service and customer satisfaction is achieved. The implementation of the proposed system ensures validation to achieve favorable results for its practical application in the institution under study, through a cost - benefit analysis.
The restoration is a powerful factor in the hospitality business structure to represent the second most significant source of income, so it is necessary to direct all efforts towards achieving the highest quality of services to meet customer requirements. Currently one of the most attractive and demanded alternatives are à la carte restaurants, which are committed to culinary expertise, comfort and high quality and personalized service and distinctive attributes. However, this type of restaurant requires good organization, based on a schedule sufficient to perform the work more efficiently. Why the general objective is to design a planning system a la carte from the application of a scientifically based procedure for the Mediterranean restaurant "El Tesico" in the "Memories Paraiso Azul" hotel, aimed at improving catering services and customer satisfaction. The research is based on the application of various techniques such as direct observation, unstructured interviews, Ishikawa and Pareto diagrams and besides the use of automated systems. As main result a planning system that will reduce costs and increase revenue by promoting management excellence in service and customer satisfaction is achieved. The implementation of the proposed system ensures validation to achieve favorable results for its practical application in the institution under study, through a cost - benefit analysis.
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Palabras clave
Planificación de Servicios, Restauración Hotelera, Hotelería, Hotel “Memories Paraíso Azul”