System of Application of Good Practices and Quality of Service in the Real Hotel

Abstract

The predominance of the system of application of good practices on the quality of service perceived by hotel customers, enable variations aimed at the structural improvement of hotels, oriented towards their productive enhancement, optimizing the achievement of institutional achievements. The objective is to demonstrate the influence of the system of application of good practices on the quality of service perceived by the clients of the Real Hotel. The sample consisted of 358 people distributed in a manager, five workers and 352 clients, using a questionnaire as a data collection instrument, accompanied by a non-experimental design, of correlational scope. The arithmetic mean, the standard deviation, the "t" of student for related samples were determined as descriptive and inferential techniques to process and analyze the data obtained. It is highlighted among the results that, hay a significant increase in the fulfillment of indicators of the Manual of good practices for lodging establishments, since 85 indicators (measured in the pretest) went on to meet  114 indicators which represents an increase of 15% in compliance with standards; as well as in technical assistance of 92 indicators (measured in the pretest) went on to meet 131,  i.e. an increase of 20%; concluding that the application of the system of application of good practices significantly influences the quality of service offered by the Real Hotel, improving its responsiveness, reliability, empathy, security and tangibility, to face the difficult task of satisfying the expectations of customers.