Procedimiento para la mejora del servicio en el Restaurante Buffet Santa María del Hotel Cayo Santa María
Fecha
2010-07-24
Autores
Valdés García, Elizabet
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Editor
Universidad Central "Marta Abreu" de Las Villas
Resumen
En Cuba, el sistema empresarial está en un proceso de perfeccionamiento del
modelo de gestión, pues los procesos se consideran la base operativa de las
organizaciones, por lo que establecer éste modelo como una filosofía de
mejoramiento es importante para dar respuesta a las exigencias del mercado. Las
empresas cubanas inmersas en un proceso de cambio tienen; por un lado el
proceso de Gestión y Dirección Empresarial, y por otro lado los sistemas de gestión
de la calidad ISO 9000; ambos encaminados al proceso de mejora continua como
una forma de producir bienes y/o servicios competitivos. Como parte de este
sistema empresarial se encuentra el hotel “Meliá Cayo Santa María”, que, al igual
que en todas las organizaciones cubanas se hace necesario transformar su gestión
en función de los servicios a una gestión enfocada al cliente. En consecuencia con
esto, el presente trabajo es el resultado del análisis de algunas metodologías para
la mejora, concluyendo con la aplicación de un procedimiento que se adecua a las
características del hotel, que incluye una propuesta de mejora para el proceso de
servicio del restaurante Buffet “Santa María”, antecedido por un diagnóstico, lo que
posibilita su gestión en correspondencia con las necesidades actuales y las
exigencias en la actividad de alimentos y bebidas, de manera tal que le permita
brindar servicios eficaces y eficientes. En la investigación se emplearon diferentes
métodos, básicamente cualitativos: el análisis, síntesis de datos, la comparación,
la observación personal, análisis de encuestas, entrevistas, la revisión y análisis
documental.
In Cuba, the managerial system is in a process of improving of the model of management, since the processes are considered to be the operative base of the organizations, so to establish this model as a philosophy of improvement is important to give an answer to the requirements of the market. The Cuban companies immersed in a process of change have; on the one hand the process of Management and Business management, and on the other hand the systems of management of the quality ISO 9000; both directed to the continued process of progress are a way of producing goods and/or competitive services. As part of this managerial system, we find the hotel “ Meliá Cayo Santa Maria ”, that, as in all the Cuban organizations it is necessary to transform its management system according to the services, focused on the client. Consequently with this, the present work is the result of the analysis of some methodologies of progress, concluding in a method adapted to the characteristics of the hotel that includes a diagnosis and a proposal of progress for the process of service of the restaurant Buffet “ Santa Maria “ that permits its management according to the current needs and the requirements of the management in the food and beverage activity, in such a way that allows them to manage services of excellence, effective and efficient. In the investigation different methods were used, basically qualitative: the analysis, synthesis of information, the comparison, the personal observation, analysis of surveys, interviews, the review and documentary analysis.
In Cuba, the managerial system is in a process of improving of the model of management, since the processes are considered to be the operative base of the organizations, so to establish this model as a philosophy of improvement is important to give an answer to the requirements of the market. The Cuban companies immersed in a process of change have; on the one hand the process of Management and Business management, and on the other hand the systems of management of the quality ISO 9000; both directed to the continued process of progress are a way of producing goods and/or competitive services. As part of this managerial system, we find the hotel “ Meliá Cayo Santa Maria ”, that, as in all the Cuban organizations it is necessary to transform its management system according to the services, focused on the client. Consequently with this, the present work is the result of the analysis of some methodologies of progress, concluding in a method adapted to the characteristics of the hotel that includes a diagnosis and a proposal of progress for the process of service of the restaurant Buffet “ Santa Maria “ that permits its management according to the current needs and the requirements of the management in the food and beverage activity, in such a way that allows them to manage services of excellence, effective and efficient. In the investigation different methods were used, basically qualitative: the analysis, synthesis of information, the comparison, the personal observation, analysis of surveys, interviews, the review and documentary analysis.
Descripción
Palabras clave
Hotel Cayo Santa María, Calidad, Restauración, Gestión Alimentaria