Propuesta de mejoramiento del servicio y atención al cliente para el catering que ofrece la Mansión Santa Isabella

Abstract

This research aims to improve catering customer service in which Mansion Santa Isabella offers, the same is located in Riobamba, Chimborazo province. The research was based on characteristics of a descriptive type, not experimental and cross sectional study. Observation forms in a situ application and surveys applied to the service were used as research instruments. After the data tabulation, the absence of training service staff was evidenced and also was found a poor customer service. Besides, the need of a procedural manual was determined. It is proposed the design of the manual for catering service in order to provide with the necessary tools for the service staff the basic aspects mainly the customer service. It is intended to be achieved the customer service improvement, and with this, meet the needs and requirements in both, the survey applied to the catering staff service and the observation forms. It was shown that the staff need to be trained in order to improve their performance in the working area because. Most of them are not familiar with the catering procedures, basic principles of service, customer service, handling equipment, production and among others. That is why, the staff agree with having a manual procedure in order to know their tasks and achieve them in an efficient way. The research is concluded with the manual development and the procedures have to be worked in a standardized way keeping the policies and norms established by Mansion Santa Isabella