Plan de Mejora en restaurantes especializados del Hotel Meliá Buenavista para su categorización The Level
Fecha
2017-06-19
Autores
Gómez Hernández, Laily
Título de la revista
ISSN de la revista
Título del volumen
Editor
Universidad Central "Marta Abreu" de Las Villas. Facultad Ciencias Económicas. Departamento de Turismo
Resumen
El Hotel Meliá Buenavista, perteneciente al Grupo de Turismo Gaviota S.A se encuentra inmerso en un proceso de categorización superior. Los restaurantes especializados “Caribes” y “Navegantes” son los de mayor influencia en la satisfacción del cliente en el departamento de Alimentos y Bebidas de dicha entidad; no obstante, presentan deficiencias para el cumplimiento de los nuevos estándares y no cuentan con un plan de acción que facilite la gestión efectiva de este proceso; por tanto, se justifica la elaboración de un plan de mejora que responda a los problemas detectados. A tal efecto, la presente investigación tiene como objetivo proponer un plan de mejora para los restaurantes especializados del Hotel “Meliá Buenavista” en función de los estándares establecidos para la categoría The Level, atendiendo a los requisitos establecidos por las instituciones cubanas e internacionales de normalización competentes en el tema. La conformación del plan se sustenta en la aplicación de varios métodos y técnicas como el análisis y síntesis, inducción y deducción, observación directa, criterio de expertos, entrevistas, diagrama de Ishikawa y la lista de chequeo como principal herramienta dentro del diagnóstico. Como parte del análisis, el procedimiento escogido es el presentado por De León (2011) para el diagnóstico de la gestión de la calidad al proceso de restauración, pues es el más adecuado para el desarrollo del tema de investigación en cuestión.
Meliá Buenavista’s Hotel, belonging to the Tourism Group Gaviota S.A is immersed in a process of superior categorization. The specialized restaurants "Caribes" and "Navegantes" are the ones that have the greatest influence on customer satisfaction in the Department of Food and Beverage of this entity; however, they present deficiencies to comply with the new standards and do not have a plan of action that facilitates the effective management of this process. Therefore, it is justified to draw up an improvement plan that responds to the problems detected. To this end, the present research aims to propose an improvement plan for the specialized restaurants of the Meliá Buenavista’s Hotel according to the standards established for the category The Level, meeting the requirements established by the Cuban and international standards institutions Competent in the subject. The conformation of the plan is based on the application of various methods and techniques such as analysis and synthesis, induction and deduction, direct observation, expert judgment, interviews, Ishikawa diagram and the checklist as the main tool within the diagnosis. As part of the analysis, the procedure chosen is the one presented by De León (2011) for the diagnosis of quality management to the restoration process, since it is the most appropriate for the development of the research subject in question.
Meliá Buenavista’s Hotel, belonging to the Tourism Group Gaviota S.A is immersed in a process of superior categorization. The specialized restaurants "Caribes" and "Navegantes" are the ones that have the greatest influence on customer satisfaction in the Department of Food and Beverage of this entity; however, they present deficiencies to comply with the new standards and do not have a plan of action that facilitates the effective management of this process. Therefore, it is justified to draw up an improvement plan that responds to the problems detected. To this end, the present research aims to propose an improvement plan for the specialized restaurants of the Meliá Buenavista’s Hotel according to the standards established for the category The Level, meeting the requirements established by the Cuban and international standards institutions Competent in the subject. The conformation of the plan is based on the application of various methods and techniques such as analysis and synthesis, induction and deduction, direct observation, expert judgment, interviews, Ishikawa diagram and the checklist as the main tool within the diagnosis. As part of the analysis, the procedure chosen is the one presented by De León (2011) for the diagnosis of quality management to the restoration process, since it is the most appropriate for the development of the research subject in question.
Descripción
Palabras clave
Restaurantes Especializados, Restauración