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Publication
Hotel Coimbra Affiliated by MeliĆ”
| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 3.87 MB | Adobe PDF |
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Abstract(s)
O presente relatĆ³rio surge no Ć¢mbito do estĆ”gio curricular do Mestrado em GestĆ£o e DireĆ§Ć£o Hoteleira, na Escola Superior de Turismo e Tecnologia do Mar, em Peniche. O estĆ”gio decorreu entre o perĆodo de outubro de 2021 a junho de 2022, nas instalaƧƵes do Hotel Coimbra Affiliated by MeliĆ”. Consistiu num cross-training em departamentos operacionais, como o alojamento1 e F&B2 e em departamentos nĆ£o operacionais, como a direĆ§Ć£o, economato e apoio administrativo. O principal objetivo da formaĆ§Ć£o em contexto de trabalho Ć© o de complementar as componentes de formaĆ§Ć£o acadĆ©mica, atravĆ©s da interaĆ§Ć£o com uma unidade hoteleira que proporcione uma formaĆ§Ć£o prĆ”tica e que possibilite a aplicaĆ§Ć£o de conhecimentos e competĆŖncias teĆ³rico-prĆ”ticas adquiridas ao longo do mestrado.
No Hotel Coimbra Affiliated by MeliĆ”, foram desempenhadas diversas tarefas nos vĆ”rios departamentos, sempre com o intuito de implementar e melhorar procedimentos de forma a facilitar a prestaĆ§Ć£o dos serviƧos. Neste sentido, serĆ£o apresentadas limitaƧƵes e propostas de melhoria, tendo parte delas sido colocadas em prĆ”tica.
AtravĆ©s da realidade observada na referida unidade, resultou o interesse em aprofundar a importĆ¢ncia da gestĆ£o de reclamaƧƵes. Neste sentido, serĆ£o abordados conceitos como qualidade no serviƧo, valor e satisfaĆ§Ć£o para o cliente, gestĆ£o de reclamaƧƵes na hotelaria e recuperaĆ§Ć£o de serviƧo. Para alĆ©m disso, serĆ” apresentado um questionĆ”rio de satisfaĆ§Ć£o baseado no modelo SERVQUAL, que terĆ” como objetivo melhorar a performance do Hotel Coimbra Affiliated by MeliĆ”, atravĆ©s da identificaĆ§Ć£o e eliminaĆ§Ć£o de falhas.
The present report inserts on the curricular internship of the Master in Hotel Management, at School of Tourism and Maritime Technology, in Peniche. The internship took place from october 2021 to June 2022, at the premises of Hotel Coimbra Affiliated by MeliĆ”. It consisted of a cross-training in operational departments, such as rooms division3 and F&B4, and in non-operational departments, such as management, purchase, and administrative support. The main goal of on-the-job-training is to complement the academic training components, through interaction with a hotel unit that provides practical training and enables the application of theoretical-pratical knowledge and skins acquired during the masterās degree At Hotel Coimbra Affiliated by MeliĆ”, several tasks were performed in the various departments, always with the aim of implementing and improving procedures in order to facilitate customer service. This way, limitations and improvement proposals will be presented, some of which have been put into practice. The interest for the importance of complaint emerged from the observation of reality of the unity. This way, concepts such as service quality, customer value and satisfaction, hotel complaints management and service recovery will be addressed. In addition, a satisfaction questionnaire based on the SERVQUAL model will be presented, which will aim to improve the performance of the Hotel Coimbra Affiliated by MeliĆ”, through the identification and elimination of gaps.
The present report inserts on the curricular internship of the Master in Hotel Management, at School of Tourism and Maritime Technology, in Peniche. The internship took place from october 2021 to June 2022, at the premises of Hotel Coimbra Affiliated by MeliĆ”. It consisted of a cross-training in operational departments, such as rooms division3 and F&B4, and in non-operational departments, such as management, purchase, and administrative support. The main goal of on-the-job-training is to complement the academic training components, through interaction with a hotel unit that provides practical training and enables the application of theoretical-pratical knowledge and skins acquired during the masterās degree At Hotel Coimbra Affiliated by MeliĆ”, several tasks were performed in the various departments, always with the aim of implementing and improving procedures in order to facilitate customer service. This way, limitations and improvement proposals will be presented, some of which have been put into practice. The interest for the importance of complaint emerged from the observation of reality of the unity. This way, concepts such as service quality, customer value and satisfaction, hotel complaints management and service recovery will be addressed. In addition, a satisfaction questionnaire based on the SERVQUAL model will be presented, which will aim to improve the performance of the Hotel Coimbra Affiliated by MeliĆ”, through the identification and elimination of gaps.
Description
Keywords
Qualidade no serviƧo Valor e satisfaĆ§Ć£o para o cliente GestĆ£o de reclamaƧƵes na hotelaria RecuperaĆ§Ć£o de serviƧo Modelo SERVQUAL QuestionĆ”rio de satisfaĆ§Ć£o