Aperfeiçoamento da comunicação no centro de atendimento ao turista do mercado municipal Aldopho Lisboa

Abstract

This work presents as its theme tourism service and investigates “The Quality of Communication in the Tourist Service Center – CAT located in the Adolpho Lisboa Municipal Market”, a place for tourist visits in city ​​of Manaus. The observations made on site by the researcher who performed the role of attendant at CAT Mercado showed distinctions in communicationprocess, as well as influences that compromised the quality of service to tourists, especially foreigners. These observations sparked interest in investigating the communication process in this tourist service location.The general objective was to investigate the communication process between tourists and attendants at CAT Mercado, in Manaus. As specific objectives, evaluate the quality of communication in the service process; raise awareness among employees about the importance of transmission of accurate information and; propose improvements to service. THE study was based on research previously carried out in CATs to outline the methodological path with direct observations, field research combined with performance evaluation form and field notebook. AND exploratory and experimental work, with a view to offering a training through a workshop and workshop on customer service tourist at CAT and in the Market. Its results could contribute to the planning of Higher Education Institutions that offer training in Tourism, in the preparation and monitoring of the intern by the coordinator of internship and also for the intern who often starts an activity without any planning. Training is of great importance for the intern in Tourism, because if it is continually prepared to perform its function of welcoming and informing tourists with excellent communication, both tourists and interns will have better results in communication and information about the place visited. Training for interns improves communication with Brazilians and foreigners and ultimately demonstrates analysis, the importance that Amazonas attributes to tourism