The management of the guests' emotionsDOI: 10.7784/rbtur.v6i3.478

• Autor(a) principal: Manosso, Franciele Cristina
• Data de Publicação: 2012
• Outros Autores: Gândara, José Manoel Gonçalves, de Souza, Thiago Alves, Bógea, Verena
• Tipo de documento: Artigo
• Idioma: por
• Título da fonte: Revista Brasileira de Pesquisa em Turismo
• Texto Completo: https://rbtur.org.br/rbtur/article/view/478
• topic: Emotions; Guests; Hotel management; Design thinking; Human resources.; Emociones; Huéspedes; Gestión de los hoteles; Design thinking; Recursos humanos.; Emoções; Hóspedes; Gestão de hotéis; Design thinking; Recursos humanos.

Some authors emphasize the importance of maximizing the positive emotions, so guests have a memorable experience, creating thereby a greater connection with the hotel. This article aims to analyze the management of the guests' emotions from the employee’s perspective, using a different methodological approach. The use of point of view of employees for such analysis is due to the fact that they are considered essential parts in the provision of the hotelier services, and can be considered important tools in managing the guests' emotions. In relation to methodology research that were used the techniques of brainstorm and issue cards, developed from the design thinking's approach. Based on the application of these tools it is observed that the use of a different methodology is relevant for understanding the operation of guest's emotions from the standpoint of the collaborator mainly due to the complexity of the subject in question and also the need to be aware of to all details concerning to the topic.