Loading...
Publication
Relatório de estágio: apoio à equipa de direcção geral & coordenação F&B do Porto Palácio Congress Hotel & Spa, lançamento novos conceitos restauração, ISC outlets
| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 3.96 MB | Adobe PDF |
Authors
Advisor(s)
Abstract(s)
O relatório apresentado pela autora tem como principal objetivo descrever a experiência laboral do estágio realizado no departamento de Guest Relations, do Porto Palácio Congress Hotel & SPA. O mesmo ocorreu durante aproximadamente 7 meses, mais concretamente entre Março e Setembro de 2017. A elaboração deste trabalho enquadra-se no âmbito do Mestrado em Direção e Gestão Hoteleira, nos termos do regulamento do ciclo de estudos conducente à obtenção do grau de mestre pela Escola Superior de Gestão, Hotelaria e Turismo da Universidade do Algarve.
Quanto à revisão de literatura, a mesma vai ao encontro das actividades desenvolvidas ao longo do estágio, explorando temas como o serviço ao cliente, na tentativa de superar as suas espectativas e satisfazer as suas necessidades, fazendo com que a sua experiência no hotel, na cidade e no país seja a memorável.
É feita uma abordagem teórica da economia das experiências na hotelaria e também de como o serviço de Guest Relations é importante para a hotelaria e o mesmo deve ser assegurado, mesmo com o constante avanço da tecnologia na tentativa de se manter-inovador e diferenciador. A fidelização é o objetivo principal e para esse fim, a autora pretende desenvolver na unidade hoteleira o acompanhamento direto com o hóspede antes da chegada, durante a estadia e depois da saída do mesmo.
The presented report has as main objective to describe the work experience as intern in Guest Relations department, of Porto Palácio Congress Hotel & SPA. The duration of the internship was approximately 7 months, between March and September 2017. The development of this work fits in scope of the Master in Direction and Hospitality Management, under the regulation of the cycle of studies leading to obtain a master's degree by the School of Management, Hospitality and Tourism, at University of the Algarve. The literature review meets the activities along the internship, exploring topics such as customer service, in an effort to exceed the expectations and meet the guest’s needs, making the experience at the hotel, in the city and in the country memorable. Is made a theoretical approach to the economy of the experiences in the hotel and also how Guest Relations is important for the hotel and must be ensured, even with the constant progress of technology in an attempt to remain innovative and differentiating. Customer loyalty is the main objective and to this end, the author intends to develop in the hotel the customer journey, giving assistance before the guest arrival, during the stay and after their departure.
The presented report has as main objective to describe the work experience as intern in Guest Relations department, of Porto Palácio Congress Hotel & SPA. The duration of the internship was approximately 7 months, between March and September 2017. The development of this work fits in scope of the Master in Direction and Hospitality Management, under the regulation of the cycle of studies leading to obtain a master's degree by the School of Management, Hospitality and Tourism, at University of the Algarve. The literature review meets the activities along the internship, exploring topics such as customer service, in an effort to exceed the expectations and meet the guest’s needs, making the experience at the hotel, in the city and in the country memorable. Is made a theoretical approach to the economy of the experiences in the hotel and also how Guest Relations is important for the hotel and must be ensured, even with the constant progress of technology in an attempt to remain innovative and differentiating. Customer loyalty is the main objective and to this end, the author intends to develop in the hotel the customer journey, giving assistance before the guest arrival, during the stay and after their departure.
Description
Keywords
Serviço ao cliente Economia das experiências Fidelização Percurso de viagem do hóspede