The thesis presented below has been developed as part of the final exercise of completion of studies to obtain the degree of Bachelor of Tourism by Karina Montes Padrón. To download it completely you can do it through the following link: http://adf.ly/1W8Ncz
The demands of the market and the high competition between tourist facilities make it necessary to search for the quality, mainly in restaurant services; for the importance they have for the client. Reason why the present quality diagnosis was developed, in the Restaurant Maraka´s of the Saint John´s Hotel. To carry out this research, the author relied on bibliographic searches, consultation of documents from the facility, interviews with specialists of the entity and surveys of internal and external clients. Techniques typical of the management of quality such as: checklists, brainstorming, SWOT Matrix and Cross Impact Matrix.
The application of these tools allowed evaluating processes, that directly affect the activity of the restaurant, to know the problems that affect the performance of the installation workers and the satisfaction of the clients regarding the service provided.
It was evident that the Restaurant Maraka´s is in an unprofitable position so it must carry out survival strategies; giving rise to the preparation of a proposal of actions; aimed at continuous improvement of the quality of restaurant and customer satisfaction.
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