Hospitalidade sob o olhar do hóspede nos espaços do hotel

Abstract

Dissertation presented to the Caxias do Sul University, RS, on the Program of Master Post-graduation in Tourism, line of research "Tourism and Organizations", as partial requisite for attainment of the heading of Master in Tourism. The research had focus in the guest´s perception on hospitality, to know if it´s related to the human contact decurrently in the treatment of the collaborators who pay service on the different hotel areas. The study´s theoretical reflections were headed on the themes hospitality and fundamental reception, considering the terms´ wide areas, the senses and meanings found in specific literature. The study researched the guests´ opinions about the concept of hospitality, on a four-star classified, luxury pattern hotel. On a quantityquality methodology, was given to the Grande Hotel Dall´Onder´s guests, in Bento Gonçalves, RS, throughout December month, 2007, 141 questionnaires, concerning the guest´s opinion on if hospitality relates to contact with people in different environments, or if only spaces can be related to hospitality. The results shown that there is the sense of hospitality, even without the presence of another person, because someone already prepared the room for them. The research also indicates that, the sectors that keep professionals working were elected from the guests, among the ones who give the most sense of hospitality; therefore, from the guest´s view, hospitality is connected with human touch, even when there´s not human contact. Throughout bibliographical revision, were search the necessary components, for the hospitality relations to happen, from where were selected to study, two actors the guest and the host and the space where the meeting happens, the hotel.