Aperfeiçoamento da comunicação no centro de atendimento ao turista do Mercado Municipal Adolpho Lisboa.

Abstract

This research presents the tourism service and investigates "The Quality of Communication at the Touristic Information Center - TIC located at the Municipal Market Adolpho Lisboa", a place of tourist visitation in the city of Manaus. The observations made locally by the researcher who worked as an attendant at the TIC showed distinctions in the communication process, as well as influences that put to risk the attendance quality to tourists, especially foreigners. These observations aroused the interest in investigating the communication process in this place of touristic assistance. The general objective was to investigate the process of communication between tourists and attendants at the TIC situated inside the market. The specific objectives were to evaluate the quality of communication in the attendance process; to make the attendants aware of the importance in transmitting accurate information and to propose improvements to the service. The study was based on previous research done at TICs to delineate the methodological course with direct observations, field research combined with performance appraisal form and field notebook. It is an exploratory and experimental work, in the perspective of offering a training through a workshop on tourist assistance about the TIC and the Market. The results can contribute to the planning of the Institutions of Higher Education that offer graduation in the Tourism field, in the preparation and follow-up of the trainee by the coordinator of traineeship. It also can provide help for the trainee that often initiates an activity without any planning. The training is of great importance to the trainee in Tourism, because if he continuously prepares to perform his duties of welcoming and informing tourists with excellence in communication, both tourists and trainees will have better results in communication and information about the destination visited. Training also improves tourism trainees’ communication with Brazilians and foreigners, and also demonstrates, in the final analysis, the importance that the Amazon attaches to tourism.