Do saguão à suíte: a missão (quase) impossível da qualidade na hotelaria

Abstract

This work presents a case study that explores the challenges faced by Hotel Mineirinho, a family-owned business located in the interior of Minas Gerais, Brazil. Alice, a young business student and future heir to the company, works to mitigate difficulties related to service quality, debt, lack of investment, outdated infrastructure and standardization of procedures. The central dilemma of the case revolves around the family's decision on how to improve service quality without further compromising the hotel's financial health. Based on service quality theory, particularly the SERVQUAL (Service Quality) and GAP models, the case enables an analysis of how discrepancies between customer expectations and actual experience impact perceived quality. The study aims to develop knowledge in quality management, financial management and human resources, as well as decision-making, planning and communication skills. Additionally, it seeks to foster attitudes focused on attention to detail and customer orientation, enabling students to propose improvements for the hospitality industry in a financially constrained environment. The goal is to devise strategies that enhance perceived quality while balancing costs, debt and investment, without jeopardizing operations in a family-run business setting. The case encouraged reflection on the importance of quality management as a key factor for sustainability and competitiveness in the hospitality sector. The study was developed using an empirical approach, combining direct observation of a real hotel's daily operations, literature review on the topics covered in the teaching notes and data simulation to demonstrate the applicability of quality management tools.