Manual para asegurar la calidad del servicio en el salón de recepciones y espectáculos Los Balcones. 2014

Abstract

This entitled thesis “Manual to ensure the quality of service by the reception hall and Entertainment Los Balcones”, becoming a tool for staff that seek information about the steps and procedures for doing a first class event and disseminating the name of the lounge by offering a quality service. Information sources were used for the development of research such as: surveys, which were done to all the employees of the place and an observation guide that allowed analyzing in the different areas the existing critical points, besides, bibliography and websites were used which helped to identify the theoretical and methodological references that establish the importance of developing brochure of standards and procedures for organizations. It was taken as reference processes practiced by employees for structuring the rules and procedures manual and serving customers and the structure of each area of the room. Due to inadequate development of optimal processes for the establishment, it causes little influx of customers as a result the economic activity decreases. Therefore it was contributed to the practice of rules and processes clear that let employees guide themselves properly for providing customers with a complete service and quality with this brochure of standards and procedures.