Principles and organizational values: the question of training and the excel-lence of the hotel services. A case study in the JW Marriott Rio de Janeiro

Abstract

Human capital should be seen as one of the most valuable assets to hotel businesses that aim for offering excellence, hospitality, efficiency and helpfulness to their business segment. In this sense, this paper has as main objective the exposure of principles and values that support the logic of workers’ capacity and training process in hotel ambience, seen here as a fundamental precept to structure a service and a treatment based on excellence values. Exposed it, this academic research has its methodological foundation on quantitative and qualitative analysis presented by a case study - JW Marriott Rio de Janeiro - seeking to exhibit an evaluation of training policies and their effects on excellence in service, in order to demonstrate how their guidelines reflect on hotel business operational and managerial results. Thus, the sample universe, guided by the perception of 26 workers on organizational training activities, allowed the following considerations: (1) there is, through different departments of this organization, the recognition of the importance of this process and its inferences on organizational results, conditioning to ensuring excellence of services; (2) the logic, the frequency and the commitment to the values presented by this guidelines allow a greater security and reliability on human resource, encouraging its proactivity. Finally, it will be discussed how such issues need to be seen as competitive advantages, able of offering its employees a "know how" essential for satisfaction, enchantment and loyalty of a hotel demand.