O uso estratégico de recursos e capacidades no setor hoteleiro: o caso Ritz Porto Alegre

Abstract

This paper tries to elucidate how the Ritz Hotel in Porto Alegre (Brazil) compete successfully with its resources and capabilities within the range of the chosen strategy. The research is qualitative, descriptive with semi‑structured interviews and non‑participant observation. All the employees and the owner were interviewed. Among the main conclusions reached were the importance of human capital and organizational culture as competitive and operational resources. In addition, the network of contacts formed by former residents, the internet as well as government agencies contribute in the renovation of hotel guests.