Gestão de qualidade na prestação de serviços hoteleiros em um hotel na cidade de Santo Ângelo/RS

Abstract

This work integrates the study of quality management in hotel services, in order to ascertain the routine of a hotel. In this context, it is observed how the manager guides his employees to do the best job, with the purpose of satisfying their customers. To solve the proposed problem of how the study of the routine of hotel services can lead to the quality management of a hotel, located in the city of Santo Ângelo / RS, the general objective was to study the routine of hotel services and how it can influence the hotel's quality management and for specific objectives, it was defined to describe the routine flow of the services provided by the hotel; identify possible failures in the services provided by the hotel; analyze the quality of services provided by the hotel, through the quality indicators established by Damásio (2014); suggest quality indicators that can help to improve the quality of services provided by the hotel in the region of Missões. The theoretical bases used were about hotel hospitality, quality of hotel services, main concepts and quality indicators. To achieve it, the option was made to use descriptive research of a qualitative nature, adopting technical procedures for data collection through bibliographical research, observation and research in hotel documents. The main results obtained were the way the hotel manages its routine according to the daily clientele. The main flaws in the hotel are related to the cleanliness of the rooms. Finally, it can be said that the hotel has a lot of potential to stand out from others in the city, if it makes small adjustments, as it is located in an important point of the city and its employees are always willing to fulfill the clients' wishes.