NEGATIVE AND POSITIVE ASPECTS IN QUALITY MANAGEMENT IN THE HOTEL NETWORK

Abstract

Quality plays an increasingly present role in organizations, which makes it important to have a concept that is suited to the real needs of each organization. The general objective of the study is to identify the functionality of Quality Management in the hotel sector. This study consisted of an integrative review of the literature, carried out using the Scielo and Google Scholar databases. After applying inclusion and exclusion criteria, articles were selected for this research. When implementing a quality program, obtaining positive results requires the application of numerous communication techniques, especially at the beginning of any process when their dissemination can help in the preparation of the final project and the consequence of achieving success. It is concluded that the study enabled a better understanding of Quality Management, focused on the hotel chain, concluding the importance that quality management is put into practice successfully, so that it can create a good and productive work environment.