Estratégias para melhoria da qualidade dos serviços prestados no restaurante África Tropical

Abstract

The fight for customer satisfaction places restaurants in an increasingly competitive scenario, as currently, the difference is not only in the nostalgia of the dish, in the pleasant geographic location and/or in the physical structure appreciable, but also in the qualification and professionalism of the employees, as they deal directly with the customer and they are the ones who can provide hospitality, warmth and quality services thus ensuring a unique and memorable experience for customers. The objective of this project is to propose the training, procedure manual and motivational strategies to improve the quality of services provided at the África Tropical restaurant, so that employees can provide higher quality services thus ensuring customer satisfaction, as well as their loyalty and leveraging productivity. To this end, the bibliographical research technique was used to explore existing and published knowledge about the regarding the quality of services in restaurants, applied research was also used, which allowed the construction of knowledge with a practical purpose later, fieldwork was carried out via survey on the platform Google forms aimed at customers and questionnaires aimed at employees and management, filtering questions whose responses were necessary for the project. By implementing the proposed strategies, it is expected to increase competitiveness, greater employee motivation, greater customer satisfaction, revenue maximization, in In short, employees in Tropical Africa are expected to provide the highest quality services. (TRADUÇÃO NOSSA).