Loading...
Publication
Relatório de Estágio Real Marina Hotel & Spa relações-públicas no Real Marina Hotel & Spa: perceção dos clientes relativamente à qualidade do serviço
| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 4 MB | Adobe PDF |
Authors
Advisor(s)
Abstract(s)
Este relatório de estágio, forma parte da fase final do Mestrado em Direção e Gestão Hoteleira, na Escola Superior de Hotelaria e Turismo da Universidade do Algarve, em Faro.
O relatório resulta do estágio, com uma duração de seis meses, realizado entre outubro de 2022 e abril de 2023 no Real Marina Hotel & Spa (RMO) em Olhão, Algarve, parte do grupo Hotéis Real.
Ao longo desta experiência, o estágio foi desenvolvido em diferentes secções, quais Receção, Departamento Comercial, Guest Relations (GR), Spa & Animação e Food & Beverage. Assim sendo, fará parte deste relatório a descrição das tarefas executadas no dia a dia, tendo por referência o respetivo enquadramento teórico.
Considerando a crescente competitividade na indústria hoteleira e a necessidade de diferenciação neste setor, torna-se relevante analisar a perceção dos clientes relativamente à qualidade do serviço.
Com o estudo de caso desenvolvido, espera-se responder o desafio proposto através da aplicação de questionários analisados através da metodologia SERVQUAL, que mede a disparidade entre as expectativas do consumidor e o serviço prestado. Após investigação e análise dos dados disponíveis, determinamos as lacunas existentes ou gap’s do cliente no Real Marina Hotel & Spa.
This internship report forms part of the final phase of the Master's Degree in Hotel Management, at the Escola Superior de Hotelaria e Turismo at the University of Algarve, in Faro. The report is the result of the six-month internship carried out between October 2022 and April 2023 at the Real Marina Hotel & Spa in Olhão, Algarve, part of the Real Hotels Group (RHG). Throughout this experience, the training was developed into different sections, including Reception, Commercial Department, Guest Relations, Spa & Entertainment and Food & Beverage. Therefore, the description of the day-to-day tasks performed will be part of this report, with reference to the respective theoretical framework. Considering the growing competitiveness in the hotel industry and the need for differentiation in this sector, it is relevant to analyze customer perception regarding service quality. With the case study developed, it is expected to respond to the proposed challenge through the application of questionnaires analyzed using the SERVQUAL methodology, which measures the disparity between consumer expectations and the service provided. After investigation and analysis of available data, we determined the existing gaps at Real Marina Hotel & Spa.
This internship report forms part of the final phase of the Master's Degree in Hotel Management, at the Escola Superior de Hotelaria e Turismo at the University of Algarve, in Faro. The report is the result of the six-month internship carried out between October 2022 and April 2023 at the Real Marina Hotel & Spa in Olhão, Algarve, part of the Real Hotels Group (RHG). Throughout this experience, the training was developed into different sections, including Reception, Commercial Department, Guest Relations, Spa & Entertainment and Food & Beverage. Therefore, the description of the day-to-day tasks performed will be part of this report, with reference to the respective theoretical framework. Considering the growing competitiveness in the hotel industry and the need for differentiation in this sector, it is relevant to analyze customer perception regarding service quality. With the case study developed, it is expected to respond to the proposed challenge through the application of questionnaires analyzed using the SERVQUAL methodology, which measures the disparity between consumer expectations and the service provided. After investigation and analysis of available data, we determined the existing gaps at Real Marina Hotel & Spa.
Description
Keywords
Guest relations Qualidade Serviço Servqual Hotelaria