Hospitalidade virtual em tempos de pandemia: um estudo de caso no SERHS Natal Grand Hotel & Resort

Abstract

Hospitality in a virtual environment has been increasingly implemented in tourism enterprises, as an important point in customer relationship management for its to establish a connection between consumers and companies. Thus, hospitality and connected tourism have become immediate responses in accommodation facilities, especially in unusual contexts, such as the pandemic. Therefore, this research aims to analyze the strategies employed by Serhs Natal Grand Hotel & Resort to maintain their level of hospitality in the context of social distancing and restraint of travel imposed by the pandemic of covid-19. Having as specific objectives a) to examine the hospitality strategies employed by the enterprise before the pandemic; B) analyze which strategies changed during the pandemic period; C) identify the impact of virtual hospitality strategies adopted by the company on the hotel reservations. The methodological approach consists of a study characterized as exploratory-descriptive since there are few works on this theme. In view of this, the results show that it is possible to use virtual hospitality in contact as a strategy for communication with customers, given the social distance. The conection of the customers and offered by virtual hospitality, the latter was mediated by social media, such as: WhatsApp and Instagram that were used more during the pandemic, allowing a smaller impact on the reserves.