Variabilidade de serviços na restauração: proposta de processos de redução do grau de variabilidade dos serviços de atendimento ao cliente no clube do comodoro (restaurante do hotel Casa do Capitão)

Abstract

The present study addresses the issue of service variability from a perspective that aims to establish bases for suggestion of possible solutions for such occurrences. The restaurant at the Casa do Capitão hotel, given its refinement and fame that its facilities boast in the city of Inhambane, it is extremely popular and demanded by people from different places. Due to its close relationship with concepts such as satisfaction, quality and loyalty, the superficially interpreted service is one of the reasons why many service users and consumers of products simply abandon without even giving feedback that facilitates process improvement. The theme in discussion to propose possible solutions is due to the need to provide the Commodore's Club with variability management strategies, although they are suggestions that may be of interest to other branches of activity characterized by the provision of services. The objective is mainly through this, to find tools that reduce the degrees of heterogeneity in services to imperceptible levels, as well as ensuring guarantee of an identity that is projected onto a more consolidated niche and aware of the satisfaction of its expectations. The search for the main factors that compromise a standardized provision of services is one of the primary challenges imposed by the study and in view of this we seek to adopt methods that allow us to go from encounter the real problem. Listen to personnel linked to the provision of services, observe behavior and processes as well as carrying out experiments that culminate in criticism based on literature, are measures that offer conditions that are more likely to determine effective measures. It is expected that the concrete procedures presented by this work are capable of improving the image of the restaurant service, giving the hotel a greater concentration of positive factors that make it competitive compared to its competitors, exert influence over the surrounding and contextual media and provide a better negotiation capacity in front of their suppliers. It is not utopian to think that these measures are capable of resulting in similar effects if they are applied in different scenarios since its applicability is somewhat comprehensive to service companies. (TRADUÇÃO NOSSA)