Diseño de propuesta administrativa y operativa para el área de alimentos y bebidas del Gran Hotel San Francisco, provincia del Carchi, Ecuador
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Date
2020
Journal Title
Journal ISSN
Volume Title
Publisher
PUCE - Ibarra
Abstract
El propósito de este estudio es formular una propuesta para reactivar el departamento de alimentos y bebidas en el restaurant perteneciente al Hotel San Francisco de la ciudad de San Gabriel. Respecto al estado del arte, se revisaron estudios previos tales como los de Silva (2015), Castellano y Badillo (2015), Correia (2012) y Reinoso (2011). Teóricamente, el estudio se fundamenta en el funcionamiento del departamento de alimentos y bebidas de un hotel: definición, importancia, estructura organizativa y operativa, estrategias de mercadeo y documentación requerida para respaldar las operaciones. Ello abarca además lo concerniente a establecer el estado actual de la demanda y oferta del servicio de alimentos y bebidas dentro del hotel San Francisco y estrategias para su fortalecimiento. Es un estudio de tipo descriptivo, de carácter no experimental, se recolectaron los datos de fuentes primarias a través de las técnicas de observación directa, entrevista y encuestas. Los resultados demostraron que la oferta del restaurante ha quedado reducida a los desayunos, aunque las instalaciones del departamento de alimentos y bebidas dentro del Hotel San Francisco están equipadas para un servicio completo. Se comprobó la debilidad estratégica de desarrollar un plan y no divulgar entre el personal involucrado. También se estableció la necesidad de respaldar los procesos administrativos dándole formalidad mediante la descripción de cargos y creación de la estructura administrativa, así como la necesidad de desarrollar la estrategia de comercialización que mejor se ajuste al hotel. Lo hallazgos permitieron desarrollar la propuesta basada en un plan estratégico, conformado por los aspectos administrativos que se refieren a los fundamentos filosóficos de gestión, la estructura organizativa, cuadro de funciones y cargos además de la documentación que respalda las operaciones junto con estandarización del recetario; todo orientado a mejorar el desempeño del departamento de alimentos. Como complemento se desarrolló la estrategia de comercialización que abarca renovación de imagen, uniformes, carta del menú y publicidad en redes sociales.
The purpose of this study is to formulate a proposal to reactivate the food and beverage department in the restaurant belonging to the Hotel San Francisco in the city of San Gabriel. Regarding the state of the art, previous studies such as those by Silva (2015), Castellano and Badillo (2015), Correia (2012) and Reinoso (2011) were reviewed. Theoretically, the study is based on the functioning of a hotel's food and beverage department: definition, importance, organizational and operational structure, marketing strategies, and documentation required to support operations. This also includes matters relating to establishing the current state of demand and supply of the food and beverage service within the San Francisco hotel and strategies for its strengthening. It is a descriptive study, non experimental, data were collected from primary sources through direct observation, interview and survey techniques. The results showed that the restaurant's offer has been reduced to breakfasts, although the facilities of the food and beverage department within the Hotel San Francisco are equipped for a full service. The strategic weakness of developing a plan and not disseminating it among the personnel involved was proven. The need to support the administrative processes was also established by giving it formality through the description of positions and the creation of the administrative structure, as well as the need to develop the marketing strategy that best suits the hotel. The findings made it possible to develop the proposal based on a strategic plan, made up of the administrative aspects that refer to the philosophical foundations of management, the organizational structure, functions and positions, as well as the documentation that supports the operations together with the standardization of the recipe book; all aimed at improving the performance of the food department. As a complement, the marketing strategy was developed that includes image renewal, uniforms, menu and advertising on social networks.
The purpose of this study is to formulate a proposal to reactivate the food and beverage department in the restaurant belonging to the Hotel San Francisco in the city of San Gabriel. Regarding the state of the art, previous studies such as those by Silva (2015), Castellano and Badillo (2015), Correia (2012) and Reinoso (2011) were reviewed. Theoretically, the study is based on the functioning of a hotel's food and beverage department: definition, importance, organizational and operational structure, marketing strategies, and documentation required to support operations. This also includes matters relating to establishing the current state of demand and supply of the food and beverage service within the San Francisco hotel and strategies for its strengthening. It is a descriptive study, non experimental, data were collected from primary sources through direct observation, interview and survey techniques. The results showed that the restaurant's offer has been reduced to breakfasts, although the facilities of the food and beverage department within the Hotel San Francisco are equipped for a full service. The strategic weakness of developing a plan and not disseminating it among the personnel involved was proven. The need to support the administrative processes was also established by giving it formality through the description of positions and the creation of the administrative structure, as well as the need to develop the marketing strategy that best suits the hotel. The findings made it possible to develop the proposal based on a strategic plan, made up of the administrative aspects that refer to the philosophical foundations of management, the organizational structure, functions and positions, as well as the documentation that supports the operations together with the standardization of the recipe book; all aimed at improving the performance of the food department. As a complement, the marketing strategy was developed that includes image renewal, uniforms, menu and advertising on social networks.
Description
Keywords
Alimentos y bebidas, Hotel, Restaurante