A QUALIDADE DOS SERVIÇOS PRESTADOS PELA HOTELARIA DE SÃO LOURENÇO-MG PARA O ENFRENTAMENTO DO MERCADO COMPETITIVO

Abstract

Know which market strategies can be adopted by the hospitality segment to conquer and retain its customers, in the midst of facing the competitive market was a source of motivation and research theme of the referred article. If justified, therefore, in the globalized world to urge the need for any organization to readiness in strategic and operational terms to maintain its activities competitive prices or quality services. The objective, then, was to show that quality of service and quality of the relationship with the tourist / guest (client) is one of the identified strategies. To do so, perform a field research with employees and guests / tourists of hotels and inns of São Lourenço-MG, using the questionnaire for data collection. It was identified that the segment adopts loyalty instruments / policies and tourists / customers; the price, comfort an cleanliness and good service are the main requirements expected by customers; the employees are properly trained to provide customer service and relationship; and which services were welcomed as excellent; the quality is perceived through services, courtesy, speed of response, communication, credibility, access and security. It was concluded that the management of the attributes of quality of care and relationship as services offered in the hotel segment of São Lourenço-MG is strategy to face the competitive market and can be perceived by its employees (attendants) and tourists / guests (customers), enabling loyalty and, consequently, keeping organizations on the market.