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O impacto do servicespace na experiência do turista: estudo de caso aplicado no Four Points by Sheraton Sesimbra
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| 3.55 MB | Adobe PDF |
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Abstract(s)
O presente Relatório de Estágio foi elaborado no âmbito da obtenção do grau de Mestre em Gestão e Direção Hoteleira, ministrado na Escola Superior de Turismo e Tecnologia do Mar do Instituto Politécnico de Leiria. O estágio foi realizado no hotel Four Points by Sheraton em Sesimbra, entre 2 de setembro e 31 de março, totalizando aproximadamente 1620 horas, sob a supervisão de Sofia Palito, chefe de receção do hotel. Este relatório não se limita a uma mera descrição das tarefas realizadas; em vez disso, identifica e propõe soluções para a melhoria do desafio com foco no conceito de servicescape, crucial para a imagem de uma unidade hoteleira. Mediante questionários aos colaboradores e da análise de comentários dos hóspedes em plataformas como Booking e no website do hotel, foram recolhidos dados que permitiram avaliar o servicescape do Four Points by Sheraton. A investigação revelou que elementos como a limpeza, a estética harmoniosa e a funcionalidade dos espaços são altamente valorizados pelos clientes, influenciando positivamente a sua experiência. Adicionalmente, foram identificadas áreas de melhoria, como a atualização de infraestruturas e a otimização da sinalização interna, visando aumentar a satisfação dos hóspedes e a competitividade do hotel no mercado. Este estudo não só contribui para a informação existente sobre gestão hoteleira, destacando a importância do servicescape, como também fornece insights práticos para futuras pesquisas e intervenções no setor. Em termos pessoais e profissionais, o estágio proporcionou uma aplicação prática dos conhecimentos teóricos adquiridos ao longo do curso, bem como o desenvolvimento de competências essenciais para a carreira na indústria hoteleira. Em suma, a análise do servicescape do Four Points by Sheraton de Sesimbra revelou-se uma experiência enriquecedora, demonstrando a importância estratégica dos elementos do ambiente físico para a melhoria da experiência dos hóspedes e o sucesso empresarial no setor hoteleiro.
This Internship Report was drawn up as part of the process of obtaining a Master's degree in Hotel Management and Direction from the School of Tourism and Technology of the Sea of the Polytechnic Institute of Leiria. The internship was carried out at the Four Points by Sheraton hotel in Sesimbra between 2nd September and 31st March, totalling approximately 1620 hours, under the supervision of Sofia Palito, the hotel's head of reception. This report is not limited to a mere description of the tasks carried out; instead, it identifies and proposes solutions for improving the challenge with a focus on the concept of servicescape, which is crucial to a hotel's image. Through questionnaires to employees and analysing guest comments on platforms such as Booking and the hotel's website, data was collected that made it possible to assess the Four Points by Sheraton's servicescape. The research revealed that elements such as cleanliness, harmonious aesthetics and the functionality of the spaces are highly valued by customers, positively influencing their experience. In addition, areas for improvement were identified, such as updating infrastructures and optimising internal signage, with the aim of increasing guest satisfaction and the hotel's competitiveness in the market. This study not only contributes to existing information on hotel management by highlighting the importance of the servicescape, but also provides practical insights for future research and interventions in the sector. In personal and professional terms, the internship provided a practical application of the theoretical knowledge acquired throughout the course, as well as the development of essential skills for a career in the hotel industry. In conclusion, analysing the servicescape of the Four Points by Sheraton in Sesimbra proved to be an enriching experience, demonstrating the strategic importance of the elements of the physical environment for improving the guest experience and business success in the hotel sector.
This Internship Report was drawn up as part of the process of obtaining a Master's degree in Hotel Management and Direction from the School of Tourism and Technology of the Sea of the Polytechnic Institute of Leiria. The internship was carried out at the Four Points by Sheraton hotel in Sesimbra between 2nd September and 31st March, totalling approximately 1620 hours, under the supervision of Sofia Palito, the hotel's head of reception. This report is not limited to a mere description of the tasks carried out; instead, it identifies and proposes solutions for improving the challenge with a focus on the concept of servicescape, which is crucial to a hotel's image. Through questionnaires to employees and analysing guest comments on platforms such as Booking and the hotel's website, data was collected that made it possible to assess the Four Points by Sheraton's servicescape. The research revealed that elements such as cleanliness, harmonious aesthetics and the functionality of the spaces are highly valued by customers, positively influencing their experience. In addition, areas for improvement were identified, such as updating infrastructures and optimising internal signage, with the aim of increasing guest satisfaction and the hotel's competitiveness in the market. This study not only contributes to existing information on hotel management by highlighting the importance of the servicescape, but also provides practical insights for future research and interventions in the sector. In personal and professional terms, the internship provided a practical application of the theoretical knowledge acquired throughout the course, as well as the development of essential skills for a career in the hotel industry. In conclusion, analysing the servicescape of the Four Points by Sheraton in Sesimbra proved to be an enriching experience, demonstrating the strategic importance of the elements of the physical environment for improving the guest experience and business success in the hotel sector.
Description
Keywords
Servicescape Gestão hoteleira Satisfação do hóspede Competitividade Qualidade do serviço Hotelaria