El manual de procedimientos y su importancia en el área de alimentos y bebidas del sector hotelero. Caso Hotel Regal.

Abstract

This research work is aimed at the importance of the food and beverage department and the proper use of the process manual. Therefore, the main objective was to diagnose if the Regal hotel complies with a physical procedures manual within the kitchen brigade and to verify the quality standards towards the guest. For this reason, a descriptive method with a qualitative and quantitative approach was used. For this reason, the methodological instrument used was the survey, which was applied to the guests, and an interview with the person in charge of the food and beverage department A&B, where it was determined that the Regal hotel does not have a physical procedures manual, but its collaborators have experience and apply the manual empirically considering that they have it memorized, therefore, in terms of quality of service, it was determined that the guests are very satisfied with the service provided. Therefore, it is recommended that a process manual should be complied with and have it in physical form, as this would help a new employee to be guided and be effective in their functions, thus maintaining a quality service in the hotel.