Implementación de un departamento técnico gastronómico en el restaurante “Picantería El Resbalón” de la ciudad de Riobamba 2017

Abstract

The purpose of this research work is to generate a plan for improvement in the service and customer service through a manual where the staff of the restaurant "Picantería El Resbalón" has a source of information to provide a service and a quality product to the customers. In the same way it seeks to set up strategies of continuous for restaurant to be one of the preferred by the citizenship and being able to be the leader of the service of typical food of the city. For the realization of the research proposal, the descriptive method with a deductive design was used; The study population were the customers of the restaurant, calculating a sample of 383 and 9 employees of the organization. 100% of the customers express that the restaurant has big weaknesses (outdated processes, obsolete instruments) in their daily function (customer service and service). 80% of employees consider that the restaurant does not have administrative devices which causes inconveniences between the owner and the administrator. On the other hand, 100% of the customers express that the restaurant lack of quality service and decadent customer service but they assert that the product is of quality and unique in the market (organoleptic properties). It is concluded that by providing a better service sales could increase. That is why it is recommended to use service manuals, handling and hygiene of food and a marketing plan for the business.