A importância da gestão da qualidade para a satisfação de hóspedes de um hotel 3 estrelas

Abstract

This study aimed to address the management of quality and customer satisfaction in the 3-star hotel industry. The general objective was to verify how the quality management of 3-star hotels takes place based on the requirements of their specifications. And specific objectives: identify the quality control mechanisms that provide data on the level of customer satisfaction in the context of 3-star hotels compared to those offered, and demonstrate the benefits of quality management for the 3-star hotel industry considering the specifications of services offered in this sector. From a bibliographic review, using theorists that dealt with the theme of hospitality, management and quality, it became possible to highlight the main