A gestão das emoções dos hóspedes

Some authors emphasize the importance of maximizing the positive emotions, so guests have a memorable experience, creating thereby a greater connection with the hotel. This article aims to analyze the management of the guests' emotions from the employee’s perspective, using a different methodological approach. The use of point of view of employees for such analysis is due to the fact that they are considered essential parts in the provision of the hotelier services, and can be considered important tools in managing the guests' emotions. In relation to methodology research that were used the techniques of brainstorm and issue cards, developed from the design thinking's approach. Based on the application of these tools it is observed that the use of a different methodology is relevant for understanding the operation of guest's emotions from the standpoint of the collaborator mainly due to the complexity of the subject in question and also the need to be aware of to all details concerning to the topic