This work highlights the problems related to the use of Professional Business Ethics in workers who provide Gastronomic Services.
DEVELOPING
Gastronomy is a very old art that is part of the culture of the peoples, in each one there are stories and legends about popular customs and this is included in them with the flavor of ancestors, Indian peoples, landscapes and fauna, whose The kitchen has expression through its dishes, there must also be a taste and an art of table service.
It is evident that gastronomy is very necessary for human beings, many make the serious mistake of underestimating it as a profession without utility and without incentive, all people from birth to the end of their lives need it since it is an “activity that It refers to knowledge for human nutrition and exhibits as a purpose, to ensure its conservation using the best fruits of nature ”.
On the other hand, the staff that provides gastronomic services, which in general, are in charge of serving the public with food and drinks in establishments destined for this purpose, must carry out this work in such a way that the techniques, skills and good disposition shown, satisfy customers and help enhance their well-being while they stay in these establishments.
To achieve this fully, these personnel, in addition to the technical knowledge acquired, will apply the principles of hygiene and food handling established in their work, as well as education, courtesy and good treatment standards derived from the correct conception of the work it does. That is:
The Rules of Conduct in the provision of Gastronomic Services and The correct observance of the Professional Ethics of Commerce.
These two aspects identify and dignify before clients the image of the work carried out by the people who provide these services. Today more than ever, they constitute an indispensable condition in the world for the success of sales management in gastronomic services, as well as the solidity of the corporate image of the entities that provide it. At this time we will emphasize aspects related to Ethics.
Some general considerations that, in the author's opinion, characterize the correct application of the Professional Ethics of Commerce are treated as a premise:
- Focus on the client
A customer is the most important element to consider in any business. Knowing what you need at all times and being able to offer it in the best conditions and according to your expectations, is a permanent task to be managed by the executives and workers of the gastronomic activity.
Therefore these conceptual ideas should be elevated to a category of principles:
- The gastronomic service worker depends on the client. He does not interrupt his work, he is the object of it and does him a favor when he allows me to attend him.
- The client deserves to be treated with the utmost courtesy and attention, he is not someone with whom he should argue or get angry even if he is right.
- If the client buys to satisfy his needs, the people who dedicate themselves to the provision of services must sell, satisfaction of needs.
- Each client has different needs, expectations and perceptions that must be met, therefore, in a different way.
- The cultivation of the culture of the worker who provides gastronomic services is an important base to communicate with the client, to which a good memory, ease of expression, correct language, adequate volume of voice, intuition and prudence to know the fair point of kindness and courtesy that the client of UD expects.
The non-observance of these principles is the great difficulty that we face every day to achieve excellence in the offer of these services.
- The Approach of the Gastronomic Services Vendor.
According to what is established in the sales philosophy, the worker who provides gastronomic services is conceptually also a "salesman".
- A concept of the Gastronomic Services Vendor:
"He is the professional who exercises the science and art of selling the gastronomic service with exclusive and permanent dedication, interpreting the demands of the clients and applying his general culture and constantly renewed technical knowledge, to satisfy their needs, through the correct use of standards of conduct and professional ethics for the common good. ”
- Importance of the team that provides gastronomic services.
The only significant difference between companies and companies that compete with each other is in the relative quality of their Sales Force (sales personnel).
In most cases, the customer's decision depends on the arguments made by the sellers, that is: what they say; how they say it; what they do and how they do it. The sellers of gastronomic services must exert a more decisive influence on the success of the sales plans of their entities, to the same extent that their work becomes more professional. New products, technologies and techniques force service sellers to resort to their creativity instead of limiting themselves to the "simple peaceful reaction" to customers and their needs, which as they are always growing force them to constantly change the way of satisfy them.
In today's world, with aggressive and highly competitive markets, if your sellers can't do it, others will.
- The Approach towards a good image in the Gastronomic Services.
- Corporate identity
“All the forms and manifestations through which the culture and the specific strategy of a company are perceived, as well as its business structure. Aside from strictly visual manifestations…, there are other "visible" manifestations that are decisively influenced by "behavioral aspects." (Behavior). All this must be fused into a stable and own style ”.
“This is especially important in service companies, which lack tangible products; in this case, uniformity in attitudes, actions and styles underlines the identity of the organization ”.
- Corporate image
"It is the set of representations, through which the public identifies and remembers: An organization, a product, a service or a brand.
Each audience perceives each facet under a certain angle and with a certain psychological nuance. Therefore, a particular audience supports a certain image of the product or service. ”
The gastronomic service worker must always remember that the image that each client takes of himself or his unit, that is, the image that the client carries in his mind, is the result of the evaluation of their referential elements, for example: Facts, attitudes, manifestations, information, quality of the product / service, the way of dressing, the way of speaking, or wearing the uniform, among other aspects.
- Management Methods and Styles: An element that influences the maintenance of a good corporate image.
All those who lead human groups within the Gastronomic Services must know that there is another element related to the Corporate Image, which influences the behavior of those who provide services in the first line of contact with customers; therefore, it is necessary to stop at the General Management Function called “MANDO. Through it, those who lead must make it possible to achieve the objectives proposed in the organization, through the people who work in it ”.
This function becomes a reality when those who lead human groups, use adequate rules and procedures that propel the activity and print creative energy.
- “Leadership, as an influence through which an individual or group of people can get members of an organization to collaborate voluntarily and with enthusiasm in achieving organizational objectives”, is of utmost importance in maintaining a favorable image in an entity, since this attitude of the manager, produces high levels of effort and performance in the collaborators, in addition to being closely correlated with the achievement of the decrease in turnover rates, higher productivity, greater satisfaction of those collaborators and by Therefore, greater satisfaction of customer needs, which projects a good image of the units that provide the service.
It can be concluded that the Approach towards the client, the Approach of the Gastronomic Services vendor and the Approach towards a good image in the Gastronomic Services, are three general considerations that, as cornerstones, characterize the ethical behavior of the workers within this activity.
ABOUT THE PROFESSIONAL ETHICS OF THE GASTRONOMIC SERVICES WORKER.
ETHICS:
"Science that studies the origin, structure and regularities of the historical development of morality, of the rules and norms of conduct of men, of their duties towards society, country, family."
Seen from the philosophical point of view is the set of moral principles and norms that regulate human activities.
- Professional Ethics
”In every society, man is linked to MORAL demands that are generated by the force of SOCIAL AWARENESS, EDUCATION, CUSTOMS AND TRADITIONS. Together with these demands, each person has specific demands related to the SPECIFIC WORK ACTIVITY that he develops, they are called PROFESSIONAL ETHICS ”.
- The Professional Ethics of the Worker of Commerce.
The professional ethics of the commerce worker is not a new topic, it has always been a compulsory topic in this activity and it is not necessary to be a scholar in social sciences to understand the need for his presence in achieving good communication with customers, which should also generate a good corporate image for the business unit. It is perfectly applicable to the activity of Gastronomic Services and must also be analyzed, as an inherent and complementary aspect to interpersonal communication in the field of the provision of any type of service, especially at present times, where a timely, respectful explanation and cordial can help the client to understand the lack of a product / service they have requested and leave satisfied or choose another.
- Qualities of the professional ethics of the commerce worker.
- a) Demonstrate attentive and well-educated b) Maintain good personal appearance c) Be interested in satisfying customer demands d) Conscious attitude towards work e) Conscious attitude towards social property.
Of course, every gastronomic service worker who manifests behaviors or modes of action, according to the aforementioned qualities, must also be able to exhibit, as a work tool, attitudes worthy of being admired and praised by any client who visits their unit and you could be talking about "Values" in some way.
VALUES:
"It is the positive significance acquired in the framework of social relations by objects, behaviors and ideas, representing human activity and its results, in correspondence with the interests and needs of the individual, social group or society as a whole "
The values, together with the ethical behavior, serve as a strategic channel to achieve the goals or objectives of an organization. Some are stated that, in the author's opinion, the workers of the gastronomic activity must possess.
- VALUES THAT MUST CHARACTERIZE THE WORKER OF THE GASTRONOMIC SERVICES.
PROFESSIONALISM.
Quality of the worker who exercises his activity or profession, (employment, faculty or trade), with relevant capacity, application and dedication towards the client.
SENSE OF BELONGING.
Attitude of care and protection of the assets available and development of the tendency to use them appropriately. Opposition to the misappropriation of goods and resources, refusal to exceed the individual use of the social means available to them, confronting the neglect of social property that is at the service of the labor collective.
HONESTY.
Expression of the sincerity to the client, assimilation of the reasonable and the equitable, manifestation of the truth. Opposition to lies, deception in the service provided and injustice, rejection of bribery, treason and double standards.
RESPONSIBILITY.
Conscious, consistent and timely action of the worker in full compliance with their duties and rights. Achievement of satisfaction for the fulfillment of his duties and the behavior of commitment with those activities with which he is committed, being faithful with the labor and social performance norms. Opposition to disorder, disrespect, disobedience and indiscipline with the working day.
SENSITIVITY.
Natural inclination to identify with others, manifestation of tenderness and delicacy in their relationships with clients, achievement of impressionability in the face of the social significance of recognizing the interests, desires, needs of others, as well as showing concern and occupation to satisfy them, desires for serve, keep a pleasant expression on your face, smile. Opposition to selfishness, contempt, sulking, rigidity and unwarranted intransigence.
LABORIOUSNESS.
Hobby for creative work, inclination to do something that contributes individually or socially to the satisfaction of the wishes, interests, motives and needs of clients, development of admiration and respect for the results of creative work, scope of satisfaction for the work that is carried out, the achievement of consecration and perseverance at work, maintaining agility and skill in service. Opposition to late payment, stagnation, entertainment, distraction and waste of time.
COURTESY.
Practice of the spirit of urbanity among people, manifestation of a civic conduct based on rules of education, culture, delicacy, good treatment, tact, good manners, being solicited, considerate, understanding, in relations with clients. Opposition to acts of rudeness, the use of gestures and sudden movements, bad character, bad treatment and abuse with customers, rejection of inappropriate and inappropriate behavior in interpersonal relationships and in the practice of rights and duties.
NEATNESS.
Positive attitude towards personal cleanliness, keeping your body and language healthy and clean, keeping your clothes, your work area properly and achieving order and harmonious balance in your environment. Opposition to dirt, lack of hygiene, disorder, neglect, personal abandonment, and vulgarities. This translates into: being neat, clean hands and nails, well-groomed hair, discreet peeling, shaving, clean and ironed uniform, care and finesse, as well as a clean, organized and beautified work area.
ELEGANCE.
Grace and distinction in bearing, clothing and manners, rational adjustment to fashion, to the moment, to the place, knowing how to conduct oneself, delicacy of expression when taking a product, showing it, maintaining an upright position, correct use of uniform, makeup and garments, neatness and urbanity. Opposition to the exaggerated use of makeup, rolls, headscarves, very long necklines, transparent blouses, gutter, vulgarities, etc.
What satisfaction do customers feel when they perceive these qualities in the gastronomic service worker, with whom they communicate!
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