Welcome

Quality and Customer Service in Restaurants is a professional blog written by Alberto Pelayo, Verónica Rojo and Fernanda Viñas, all students at University of Europe. It constitutes the final project of the 4^th year’s subject: Quality Management and Customer Service lectured by Federico Soto.   

As the authors are very enthusiastic about food, restoration and restaurants the topic was easily chosen by consensus. We believe that hygiene and security in food is full of controversy and it is also a trendy topic, daily we watch news about poor quality management in restaurants, untruthful practices and bad customer service so we wanted to share objective knowledge with the readers to improve their management skills and quality processes.

The blog is structured as follows: firstly, we wrote several introductory posts about the sector, the importance of quality and customer service, examples of good practices and the main mistakes of restaurants in this field. Secondly, we become more objective writing about quality systems and quality monitoring tools, as well as about customer service and tools to measure and improve it. Thirdly, we will present you some of the most important quality certifications in restaurants and relevant information about it. Finally, we got in contact with three top restaurants to include real opinions and practices about quality and customer service management.

About the authors:

Alberto Pelayo – Alberto is from Castilla-La Mancha (Spain) and he is doing his last year of Business Administration. He does not have any professional experience but he is looking forward to join a company after graduating. Alberto thinks quality is a source of competitive advantage: “Companies should invest in quality and customer service to differentiate themselves from the crowd”.

Verónica Rojo – Verónica is from Canary Islands (Spain). She is doing her last year of Business Administration after starting her bachelor in Tenerife and moving to London. Verónica has professional experience in banking, marketing and advertising; she likes strategy and brand management. Verónica thinks quality is not a matter of quantity: “It is the result of intelligent and efficient thinking”.

Fernanda Viñas – Fernanda is from Veracruz (Mexico). She is doing an exchange programme in Madrid while studying Business Administration in Mexico. After graduating, she aims to have her own company as well as travel and know new places. Fernanda thinks quality is very personal and relative: “There are three subjective things in life: beauty, art and quality”.

Universidad Europea de Madrid, Front Facade of Building B