Implementação de sistema de gestão da qualidade dos serviços de alojamento para fidelização dos clientes no Hotel Manguela Light

Abstract

The pursuit of customer satisfaction places hotels in an increasingly competitive landscape; the quality of accommodation services has become a decisive factor for competitiveness and survival in today's market. This is because the key differentiator lies not only in room organization, geographic location, or impressive physical facilities, but also in the qualifications and professionalism of the staff—who interact directly with guests and deliver the hospitality and quality service that ensure a unique and memorable experience. The general objective of this study was to analyze the implementation of a Quality Management System (QMS) within accommodation services to foster customer loyalty at a hotel. To this end, an applied research study was conducted using a qualitative and descriptive approach, employing case study and bibliographic research as methodological procedures. The theoretical framework covered concepts of service quality, processes related to guest service, reception, and housekeeping, as well as customer loyalty strategies. Implementing a QMS contributes to the standardization of procedures, the reduction of errors, increased guest satisfaction, and a strengthened hotel image. The study concludes that a well-structured QMS in accommodation services is a strategic tool that drives continuous process improvement and generates competitive advantage through customer loyalty.(TRADUÇÃO NOSSA)