A logística como ciência na tomada de decisão em um hotel no município de Salvador-Bahia

Abstract

This is a study which analyzes the logistics as science in decision making at the hotel in the city of Salvador-Bahia, in order to identify the characteristics of the logistics sector in the quest to improve the quality of services. In this sense, several topics related to logistics area were approached, including approaches and materials control. Thus, was carried out a historical survey on a quality in service rendering, performance indicators and customer satisfaction. Subsequently, was done a survey on the hotel industry in the world and in Brazil and its characteristics. Soon afterwards, was carried out a case studying a hotel in the city of Salvador Bahia, where the procedure of control and replacement of mini refrigerator, product losses and proposals for improvements were recorded. The work shows that it is necessary to provide an efficient service that meets the needs of consumers, so that provide an effective logistical control. However, the research showed that it is possible to plan and logically manage the process of control within the organization, to avoid financial losses through the use of logistics tools.