Contente ou descontente: como está a satisfação do cliente interno número 1 do hotel

Abstract

This article aimed to investigate, through qualitative research, the level of satisfaction of professionals engaged in the office manager of the hotel. For this, the survey - with general managers three chains operating in Brazil - aimed to understand why this happens and what actions are being conducted for these changes to occur. The research was applied to 30 general managers of hotel units operating in different Brazilian cities and obtained 80% response rate. As an hypothesis, we attempted to prove the propensity of these subject to change career due to dissatisfaction. It was noted, however, that although dissatisfied with some situations related to career in hotel chain, these professionals are not taking any effective action to change this reality. We developed synthesis of common meanings and perceived differences in relation to the following: reasons to join the organization, relevant characteristics for the practice of managing, daily work, positive and negative aspects of the work and function of the impact on the personal lives of managers. Relevant aspects of manager function that did not emerge in the speech of respondents were also identified.