Estratégias de hospitalidade nas Agências de Turismo no contexto pós-Pandemia: um enfoque na terceira e quartas idades

Abstract

In a scenario of possible resumption of tourism, in the post-pandemic period, the third and fourth ages emerge as a potential public for the increase of tourist activity, in view of their availability of time and income. Therefore, the aim of this study was to understand how a Natal-RN agency performs care and investigates the hospitality strategies adopted for the older target audience. Methodologically, the research was based on a case study, based on a qualitative, descriptive and exploratory approach, which used the open structured interview method to obtain the results. The main results showed how the pandemic had a strong impact on the company's activity, especially because it focused on the third and fourth ages, who were one of the most vulnerable audiences in the pandemic. In addition, care and attention dedicated to the public of the third and fourth ages were perceived, which have projects and travel itineraries scheduled for the year 2022, in order to take leisure and motivate the elderly to remain free in the face of the choices of the scheduled itineraries, and religious tourism is the most sought after package for the best age. Thus, it was noticeable how much the agency is dedicated to its target audience and the loyalty of its customers in returning to consume their services. It is concluded that the actions adopted by the agency resulted in competitive advantage, through its face-to-face service, which is considered its essential tool to continue selling its products and services.