O atendimento aos hóspedes com hipersensibilidades alimentares em meios de hospedagem:

aspectos de gestão e hospitalidade

Abstract

Receiving guests in the best possible way, according to the principles of hospitality, is one of the essential activities of any lodging establishments (MHs), and is therefore also a relevant task for the routines of managers of Food and Beverage Departments (F&B). This premise is valid for serving guests with food allergies (AA) and food intolerances (AI), as people with these conditions are often unable to eat satisfactorily in gastronomic services. This research studied the service provided to guests with food hypersensitivity (AH) in MHs, based on narratives presented by these individuals and how this type of customer influences organizational aspects according to managers of F&B Departments. It was concluded that accommodation managers need to improve service to guests with food hypersensitivities, especially with regard to breakfast. Furthermore, it should be noted that communication between guests and accommodation can be an effective action to reduce possible problems with this target audience. Regarding the findings with managers, doubts were detected regarding AH symptoms, highlighting the need for a higher level of training on this topic. It is noteworthy that these initiatives can improve care for hypersensitive people, aiming at quality of service, hospitality and food safety.