Gestão de recursos humanos e pesquisa de clima organizacional na hotelaria: estudo de caso em um hotel da rede Alfa na cidade de Juiz de Fora - MG

Abstract

Hospitality plays a fundamental role in the service sector, with employee satisfaction being directly related to the quality of service provided. Organizational climate reflects the level of employee satisfaction through several factors, aiming to increase engagement and well-being. Employee satisfaction can be one of the key factors in delivering memorable experiences to guests through high-quality service. This article aims to analyze the impact of human resources management and organizational climate on employee satisfaction in the hotel sector. For this purpose, a case study was conducted using secondary data collected in 2022, 2023, and 2024 in a Hotel of the Alfa Chain, located in city of Juiz de Fora - MG. The research presents an analysis of organizational climate and people management in the hospitality segment, highlighting as one of the results, the internal communication and professional recognition as critical factors for employee satisfaction.