La gestión integrada de la calidad en procesos de elaboración de alimentos en hoteles de la ciudad de Manta.

Abstract

The quality of service provided by the hotel staff, food and beverage suppliers and all other sub-processes of the gastronomic services impact the way these services are organized and perceived. It influences how the association with these services becomes experiences that affect both the well-being of the tourist and their overall development as a person. Giving people what they want in a high-end hotel may be associated with feelings of accomplishment, while providing low-quality service in a motel may generate dissatisfaction. Under this premise, the present research had the objective of analyzing the integrated management of quality in food manufacturing processes in hotels in the city of Manta. A methodology with a qualitative approach and a descriptive type of research was employed, using observation and personnel surveys as data collection techniques. A documentary review of the subprocesses in the kitchen area of three hotels in Manta was also used. It was found that in general the hotels analyzed have efficient processes, in which no complaints are received, but there are problems of internal and external communication, which has led to repeated complaints from customers. It was also found that the kitchen space is small in relation to the furniture, equipment and personnel.