RELATÓRIO DE ESTÁGIO SUPERVISIONADO

ESTUDO DO PERFIL DOS CLIENTES DO HOTEL ELITE

Michelle de Fraga Vieira

RELATÓRIO DE ESTÁGIO SUPERVISIONADO

ESTUDO DO PERFIL DOS CLIENTES DO HOTEL ELITE

Relatório de Estágio Supervisionado apresentado a FARGS - Faculdades Rio-Grandenses como requisito parcial para obtenção do título de Graduação em Administração – Linha de formação em Comércio Exterior.

Supervisor: Prof. Marcelo Franciosi

Porto Alegre

2012

“Graças te dou, visto que por modo assombrosamente maravilhoso me formaste; as tuas obras são admiráveis e a minha alma o sabe muito bem.” …exibir mais conteúdo…

Palavras-Chave: marketing; serviços; satisfação; clientes.

ABSTRACT

This study was conducted at Hotel Elite, company that works on the service segment, located in the coastal region of Tramandaí, which operates in the hotel business for nearly 17 years and in recent years have noticed a continuing increase competitiveness, noting need to react before the competition to stay active and strong market. After careful study, we identified the problematic situation, as the change in demand that occurs during certain periods of the year, for a better understanding of this event there is a need to describe the perception of customers regarding services received and what the strengths and weaknesses of the organization to achieve customer satisfaction and attract new customers to the hotel. Through the theoretical framework were discussed and the importance of services marketing, customer satisfaction and customer loyalty, trust and commitment, among other topics grounded in various authors, which easily led to the methodology in which the work was done. The research model was applied and the amount of research was through a questionnaire that was applied to customers of Elite Hotel with a randomly chosen sample. The answers obtained through the questionnaire resulted in the assembly of a spreadsheet in Excel to analyze the results on