Proposta de implementação de um sistema de gestão da qualidade (iso 9001) no sentido beach retreat

Abstract

This development project proposes the implementation of an ISO 9001 Quality Management System at the Sentidos Beach Retreat hotel. The aim is to ensure that all services provided are of high quality and standardized, maintaining proper quality control across every sector of the establishment. Quality is essential to any human activity; the hospitality industry, being predominantly service-oriented, must focus heavily on this aspect. It is well understood that a single department striving for quality cannot sustain the entire hotel on its own, as other departments also require attention. Therefore, a quality management system is proposed as a tool for continuous quality control, ensuring high standards for all services. While the establishment aims to provide quality services, challenges such as a lack of employee commitment to quality assurance and insufficient training in their respective roles hinder service quality. Consequently, this system is proposed to ensure—through the collaboration of all involved—that every service provided by the hotel meets quality standards. The project was developed using bibliographic research—based on a review of scientific articles, books, and the academic regulations of the Inhambane Higher School of Hospitality and Tourism—as well as field research involving a staff questionnaire, a customer survey, and an observation guide for data collection. It is expected that implementing this project will enable the hotel to consistently provide quality services and maintain continuous quality control.(TRADUÇÃO NOSSA)