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Publication
Relatório de estágio no Novotel Barcelona Cornellà
| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 1.66 MB | Adobe PDF |
Advisor(s)
Abstract(s)
O objetivo deste relatório é compartilhar a experiência adquirida durante o estágio na área da recepção, assim como apresentar a marca Accor e a unidade hoteleira Novotel Barcelona Cornellà, destacando os seus serviços, ofertas e equipamentos. O foco de desenvolvimento foi um novo modelo de Recepção implementado há quatro anos, substituindo a recepção física tradicional. Embora essa inovação traga benefícios, também apresenta desafios significativos no atendimento ao cliente.
Durante esta experiência, procurou-se identificar um problema ou situação que chamasse a atenção e analisá-lo, e foi assim que surgiu a questão de investigação “A inexistência de uma recepção física tradicional influência a satisfação dos hóspedes do Novotel Barcelona Cornellà?” Para contextualizar a situação, também se realizou uma revisão de conceitos teóricos relevantes que ajudam a compreender a dinâmica do atendimento.
Para obter informações diretamente dos envolvidos, utilizou-se uma metodologia de investigação descritiva com uma abordagem mista. Através de inquéritos realizados com os hóspedes, conse- guiu-se identificar a sua insatisfação relacionada à ausência de uma recepção física tradicional. Complementarmente, a entrevista com o segundo gestor de departamento de recepção, revelaram a percepção de que embora o novo sistema tenha potencial, ainda existem elementos que precisam ser melhorados. Posteriormente, foram elaboradas as conclusões e recomendações pertinentes de acordo com o estudo.
The aim of this report is to share the experience gained during my internship in the reception area, as well as to present the Accor brand and the Novotel Barcelona Cornellà hotel unit, highlighting its services, offers and equipment. The focus of my development was on a new Reception model implemented four years ago, replacing the traditional physical reception. Although this innovation brings benefits, it also presents significant challenges in terms of customer service. During this experience, I tried to identify a problem or situation that caught my attention and analyses it, and this is how the research question emerged Does the absence of a traditional physical reception influence guest satisfaction at Novotel Barcelona Cornellà?’ To contextualize the situation, I also reviewed relevant theoretical concepts that help to understand the dynamics of customer service. To obtain information directly from those involved, I used a descriptive research methodology with a mixed approach. Through guest surveys, I was able to identify their dissatisfaction with the lack of a traditional physical reception desk. In addition, interviews with the second manager of the reception department revealed the realization that although the new system has potential, there are still elements that need to be improved. Subsequently, the relevant conclusions and recommendations were drawn up in accordance with the study.
The aim of this report is to share the experience gained during my internship in the reception area, as well as to present the Accor brand and the Novotel Barcelona Cornellà hotel unit, highlighting its services, offers and equipment. The focus of my development was on a new Reception model implemented four years ago, replacing the traditional physical reception. Although this innovation brings benefits, it also presents significant challenges in terms of customer service. During this experience, I tried to identify a problem or situation that caught my attention and analyses it, and this is how the research question emerged Does the absence of a traditional physical reception influence guest satisfaction at Novotel Barcelona Cornellà?’ To contextualize the situation, I also reviewed relevant theoretical concepts that help to understand the dynamics of customer service. To obtain information directly from those involved, I used a descriptive research methodology with a mixed approach. Through guest surveys, I was able to identify their dissatisfaction with the lack of a traditional physical reception desk. In addition, interviews with the second manager of the reception department revealed the realization that although the new system has potential, there are still elements that need to be improved. Subsequently, the relevant conclusions and recommendations were drawn up in accordance with the study.
Description
Keywords
Satisfação Recepção Estágio