Perceived hospitality in the best hotels to work in the city of São Paulo
DOI:
https://doi.org/10.29147/revhosp.v20.1062Keywords:
Hospitality, services, reception, reviews, hotel industryAbstract
Hospitality occurs in the details of human relationships, perceived in the reception, human warmth, and receptivity. However, “understanding how hospitality is perceived by guests of the best hotels to work for in the city of São Paulo” is the main objective of this study, which aims to contribute to the development of hospitality and assist in a better understanding of the principles of guest attention based on hospitality in the hotel industry. To this end, this qualitative and exploratory study sought, through the global consulting firm Great Place to Work - GPTW, between 2018 and 2021, the hotel units and hotel chains listed as “the best companies to work for” in this sector in the city of São Paulo. Next, through the TripAdvisor platform, all comments left from 2018 to 2022 were analyzed where the keyword ‘hospitality’ is mentioned, in order to perceive which terms, sensations, and/or perceptions are related to it. Finally, among the words used in relation to hospitality in hotel services are education and politeness, attention to detail, feeling at home, cordiality, kindness, smile, empathy, and other expressions.
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