La Tesis presented below has been developed as part of the final exercise of completion of studies to obtain the degree of Bachelor of Tourism by Reinier Mesa Grillo. To download it completely you can do it through the following link: http://adf.ly/1W8RzE
The present investigation was carried out with the objective of evaluating the current situation of the quality of the service in the university canteens Fructuoso Rodríguez and José Machado. In order to meet the established objective, each of the processes, that directly affect the food and beverage service, for this purpose checklists were applied that facilitated the evaluation of the behavior of the reception, storage, distribution, culinary preparation and gastronomic service in the dining rooms under study.
Methods such as direct observation of compliance with standards were used established for each of the processes and surveys to external and internal clients.
With the results obtained, the Pareto Diagram was prepared, which allowed know what were the main problems to which you should pay more attention. Finally, strategies were defined that will enable the continuous improvement of the quality of services and will contribute to raising the level of customer satisfaction.
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