Administración de Empresas

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Plan de Mejora en el Servicio al Cliente en el Restaurante el Potrero
Montes-Velasco, María Fernanda; Rodríguez-Santana, Carlos Andrés
The purpose of this work is to design and implement a plan to improve the customer service of the restaurant El Potrero Gourmet, located in the town of Chapinero in Bogotá. This establishment is characterized by offering typical Colombian food in a cozy and traditional atmosphere, but has identified some shortcomings in customer service that require a structured intervention. Customer service represents a decisive factor in the consumer's perception of value. In the gastronomic sector, where experience influences as much as the quality of the product, providing timely, warm and standardized attention is essential for loyalty and competitive positioning. In this context, this work proposes a concrete proposal that is based on contemporary administrative and strategic theories, as well as recent studies on quality management in tourist and urban restaurants. To this end, a diagnosis was developed based on customer surveys and employee interviews, critical points of the attention process were identified and specific actions were formulated that include the training of human talent, the implementation of service protocols and the use of technological tools for monitoring and loyalty.