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Relatório de estágio no Novotel Barcelona City: Importância da gestão de reclamações na hotelaria
| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 2.54 MB | Adobe PDF |
Authors
Abstract(s)
O presente relatório surge no âmbito do segundo ano letivo do Mestrado em Gestão e
Direção Hoteleira, na Escola Superior de Turismo e Tecnologia do Mar, em Peniche, após a
escolha da opção de estágio curricular. Este decorreu entre o primeiro de Setembro de 2022
e o final de Maio de 2023, nas instalações do hotel Novotel Barcelona City, em Barcelona.
Composto por atividades em departamentos não-operacionais, como Direção, Qualidade e
Revenue Management. O principal objetivo desta formação em contexto profissional de
trabalho foi complementar as componentes académicas adquiridas durante o período letivo
transato, através da integração numa unidade hoteleira que proporcione o desenvolvimento
profissional e que possibilite a aplicação das competências teóricas adquiridas. No hotel
Novotel Barcelona City, foram desempenhadas tarefas organizacionais e de coordenação
logística, assim como relações públicas. Neste sentido, são apresentadas as tarefas
desempenhadas e as limitações sentidas no decorrer desta experiência. De acordo com as
funções desempenhadas durante o estágio, resultou a sugestão das orientadoras científicas,
em aprofundar a importância da gestão de reclamações. Assim, expõe-se a revisão de
literatura de conceitos como a qualidade, a qualidade no serviço, reclamações, e a
importância da sua gestão.
This report is part of the second academic year of the Master's Degree in Hotel Management, at the Escola Superior de Turismo e Tecnologia do Mar, in Peniche, after choosing the curricular internship option. The curricular internship took place between the first of September 2022 and the end of May 2023, on the premises of the Novotel Barcelona City hotel in Barcelona. It consisted of activities in non-operational departments such as Management, Quality and Revenue Management. The objective of this training, in a working professional context, was to complement the academic components acquired during the previous academic period, through the integration in a hospitality facility that would allow for professional development and enable the application of the theoretical skills acquired. At the Novotel Barcelona City hotel, organizational and logistical coordination tasks were performed, as well as public relations. In this sense, the tasks performed and the limitations felt during this experience are presented. According to the functions performed during the internship, the suggestion of the scientific advisor resulted in deepening the importance of complaints management. As thus, the literature review covers concepts such as quality, quality in service, complaints, and the importance of their management is exposed.
This report is part of the second academic year of the Master's Degree in Hotel Management, at the Escola Superior de Turismo e Tecnologia do Mar, in Peniche, after choosing the curricular internship option. The curricular internship took place between the first of September 2022 and the end of May 2023, on the premises of the Novotel Barcelona City hotel in Barcelona. It consisted of activities in non-operational departments such as Management, Quality and Revenue Management. The objective of this training, in a working professional context, was to complement the academic components acquired during the previous academic period, through the integration in a hospitality facility that would allow for professional development and enable the application of the theoretical skills acquired. At the Novotel Barcelona City hotel, organizational and logistical coordination tasks were performed, as well as public relations. In this sense, the tasks performed and the limitations felt during this experience are presented. According to the functions performed during the internship, the suggestion of the scientific advisor resulted in deepening the importance of complaints management. As thus, the literature review covers concepts such as quality, quality in service, complaints, and the importance of their management is exposed.
Description
Keywords
Qualidade Qualidade de serviço Reclamações online Gestão de reclamações na hotelaria Quality Quality of service Online complaints Complaints management in hospitality