Diseño de un manual operativo para optimizar los procesos del Front of the House

Abstract

The School of Integral Event Organization (EOIE by its Spanish acronym) provides catering and food delivery services in the city of Guayaquil. However, the Front of House processes, the area visible to the client, are not documented and are transmitted verbally, so new employees lack a clear guide for each process. Therefore, the objective of this project is to design operational procedure manuals for the Front of House processes at EOIE to strengthen internal control. A five-step methodology was applied: (1) document analysis, (2) observation of different types of service, (3) interviews with operational and administrative staff, (4) cost-benefit analysis, and (5) development of the manuals. The project is expected to result in a 20% increase in operational efficiency in customer service capacity, an 8% improvement in staff performance in terms of time and compliance with standards, and a 9% reduction in operating costs relative to revenue. Finally, six operational processes are standardized through roles, policies, performance indicators, and flowcharts that sequentially organize the critical activities of service and event closure. Keywords: Front of House, operational manuals, standardization, processes, and EOIE.