GUEST SATISFACTION WITH FOOD SERVICES AT RESORTS IN THE CARIBBEAN AND BRAZIL

ABSTRACT:

Satisfaction with food services is an important part of Online Travel Reviews (OTR) of resorts. These services can attract and retain guests, or drive them away, as well as influencing perceived satisfaction with the accommodation itself. The aim of this study is to analyze guest satisfaction in resort hotels, in relation to the food services offered during their stay. The methodology used in this qualitative and quantitative study was an analysis of satisfaction with the food services, based on 1600 OTRs posted on the TripAdvisor website, by guests of ten resorts located in Brazil and the Caribbean. The analysis focused on guests’ overall satisfaction, with breakfast, lunch, dinner, and bar services. The OTR were analyzed based in four categories: physical aspects of the establishment, quality of the food, quality of the service, and quality of the providers. The analysis showed that there are no differences in the aspects observed by guests of resorts in the Caribbean and Brazil. The OTRs show no variations in responses between these two regions, with bar, dinner and lunch services being the ones most remembered by guests. Both physical and quality aspects of the food and the providers are relevant in the OTR. Resort managers should be especially attentive to their bar services, as the results indicated that much of the perception of food satisfaction is related to this aspect. To increase the chances of a positive OTR, the bar service should be excellent.

KEYWORDS:
Satisfaction; Food Services; Resorts; Online Travel Reviews