Baş Aşçının Hizmet Kalitesine Etkileri Üzerine Bir Araştırma: Ankara Örneği (A Research on the Effects of Head Chef on Service Quality: Ankara Case)

Abstract

One of the foremost branches of the tourism industry, whose importance is increasing day by day, is accommodation establishments. In order to respond to changing customer demands in several competitive conditions and to gain a competitive advantage, accommodation businesses, like all businesses, must attach importance to service quality. It is seen that the service quality factor, which has shown great improvement in recent years, has effects on the food and beverage department and the kitchen management, which is the sub-unit of this department for accommodation establishments. For this reason, it was aimed to determine the potential for service quality by evaluating the proficiency of the head chef in service quality. For this purpose, it was asked whether the food and beverage managers of the five-star hotels in Ankara and the head chef, who is the kitchen manager they employ, have positive or negative contributions to the service quality and the advantages of the service quality provided by face-to-face interview technique. Semi-structured interview technique, which is a qualitative method, was adopted in the interviews. As a result of the research, it was observed that all participants gave positive answers to the questions in general. In addition, based on the interviews, it can be stated that the head chef, who has an important potential in terms of service quality, maintains the quality at a certain standard and provides guest satisfaction and guest loyalty.