Plan de mejora para el Restaurante Buffet “Caibarién” en el Hotel Meliá Las Dunas.
Fecha
2014-06-24
Autores
Casares Villa, Anisley
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Editor
Universidad Central "Marta Abreu" de Las Villas
Resumen
El turismo se ha convertido en una industria de grandes perspectivas para el mundo y para Cuba, aportando a los clientes, mayores posibilidades de selección en correspondencia con sus ingresos y expectativas. Todo ello hace necesario la sistematicidad de estudios que se orienten hacia la búsqueda incesante de mejoras que posibiliten el posicionamiento de la oferta en las mentes de los clientes. En el caso específico de la hotelería, la restauración no solo constituye un complemento del alojamiento, sino que además genera un volumen de ingresos representativos, por lo que se presenta y toma auge como un negocio independiente. Durante la temporada alta 2012-2013 y reiteradamente en el 2013–2014 se ha evidenciado, a partir de las encuestas de destino, y el seguimiento a sitios de opinión, fundamentalmente Tripadvisor, insatisfacciones de los clientes con respecto a los servicios de forma general, obteniendo mayores incidencias negativas los comentarios de alimentos y bebidas. Es por ello que se propone como objetivo de la investigación diseñar un plan de mejora para el servicio de restaurante Buffet “Caibarién” en el Hotel Meliá Las Dunas, orientado al cumplimiento de los estándares del servicio. En el desarrollo de la investigación se utilizaron varios métodos, técnicas y herramientas de recopilación y análisis de datos, tales como: análisis y síntesis, inducción y deducción, análisis de documentos, observación, criterio de expertos, encuesta, entrevistas y la utilización de listas de chequeo.
Tourism has become an industr y of great prospects for the world and for Cuba, bringing to customers more choices in accordance with their incomes and expectations. This leads for the systematic studies towards the constant search for improvements to facilitate the positioning of the o ffer in the minds of customers. In the specific case of the hotels, catering does not only supplements the accommodation, but also generates a volume of incomes, that’s is why it has gained importance as an independent business. During high season in 2012 - 2013 and 2013 - 2014 repeatedly, destination surveys and web - sites like Tripadvisor have shown customer dissatisfaction regarding services in general, obtaining greater negative impact food and beverages services. That is why the objective of this research aims to design an improvement plan for service in Restaurant Buffet "C aibarien " at Meliá Las Dunas Hotel, to meet service standards. Analysis and synthesis, induction and deduction, document analysis, observation, expert judgment survey, interviews and the use of lists, were the some of the research methods used in this investigation
Tourism has become an industr y of great prospects for the world and for Cuba, bringing to customers more choices in accordance with their incomes and expectations. This leads for the systematic studies towards the constant search for improvements to facilitate the positioning of the o ffer in the minds of customers. In the specific case of the hotels, catering does not only supplements the accommodation, but also generates a volume of incomes, that’s is why it has gained importance as an independent business. During high season in 2012 - 2013 and 2013 - 2014 repeatedly, destination surveys and web - sites like Tripadvisor have shown customer dissatisfaction regarding services in general, obtaining greater negative impact food and beverages services. That is why the objective of this research aims to design an improvement plan for service in Restaurant Buffet "C aibarien " at Meliá Las Dunas Hotel, to meet service standards. Analysis and synthesis, induction and deduction, document analysis, observation, expert judgment survey, interviews and the use of lists, were the some of the research methods used in this investigation
Descripción
Palabras clave
Plan de Mejoras, Restauración