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A comunicação intra e inter-departamental: o caso de Jupiter Algarve Hotel
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Abstract(s)
O presente relatório foi elaborado no âmbito do Mestrado em Turismo, especialidade em Gestão Operacional pela Universidade do Algarve - Escola Superior de Gestão Hotelaria e Turismo. Tem como objetivo a descrição de todo o processo de estágio, que decorreu de 10 de dezembro de 2018 a 31 de maio de 2019, nos departamentos de reservas, receção, F&B e hou-sekeeping unidade hoteleira Jupiter Algarve Hotel.
Sendo o grupo Jupiter uma cadeia que está em ascensão, apresenta atualmente quatro unidades hoteleiras, Jupiter Algarve Hotel, Jupiter Marina Hotel, Jupiter Lisboa Hotel, nome-ado para o prémio publituris portugal travel awards 2019 e sua mais recente unidade, Jupiter Albufeira Hotel.
Através do estágio no grupo supramencionado, foi possível estudar a interligação entre a comunicação intra e interdepartamental, e a sua gestão operacional.
Na revisão de literatura no âmbito da comunicação intra e interdepartamental hoteleiro, serão apresentados três casos comunicacionais, que conduziram a obstáculos na tomada de de-cisão entre departamentos.
Com a aprendizagem obtida no estágio curricular no Jupiter Algarve Hotel, foi possível identificar, desenvolver e apresentar recomendações para muitos dos desafios/divergências que um colaborador no setor hoteleiro se depara no seu dia-a-dia.
Transversalmente, o presente estágio permitiu adquirir experiência operacional no âm-bito dos vários departamentos de uma unidade hoteleira, bem como uma aprendizagem e com-preensão das barreiras à comunicação interdepartamental, tendo-se criado neste contexto, um fluxograma de comunicação entre departamentos que identifica as principais barreiras à comu-nicação e apresenta propostas para a sua melhoria. No caso concreto do Hotel Jupiter destacam-se as seguintes barreiras, a sinergia entre departamentos e o manuseio do sistema informático, às quais se propõe uma melhoria na formação operacional e no processo de comunicação entre departamentos.
This report was prepared within the scope of the Master in Tourism, specializing in Operational Management by the University of Algarve - School of Hospitality and Tourism Management. It aims to describe the entire internship process, which took place from December 10, 2018 to May 31, 2019, in the reception, F&B, housekeeping and reservations departments of the Jupiter Algarve Hotel. As the Jupiter group is an up-and-coming chain, it currently features four hotel units, Jupiter Algarve Hotel, Jupiter Marina Hotel, Jupiter Lisboa Hotel, nominated for the 2019 publituris Portugal Travel Awards and its most recent unit, Jupiter Albufeira Hotel. Through the internship, it was possible to study the interconnection between intra and interdepartmental communication, and its operational management. In the literature review, in the scope of intra and interdepartmental hotel communica-tion, it will be presented three communicational cases that led to obstacles in operational man-agement. With the experience obtained in the curricular internship at Jupiter Algarve Hotel, it was possible to identify, develop and present recommendations for many of the challenges / divergences that an employee in the hotel sector, faces in their day-to-day. Crosswise, the present internship allowed to acquire operational experience in the scope of the various hotel departments, as well learning and understanding the interdepart-mental communication created. In this context, it will be presented a communication flowchart between departments that identifies the main communication barriers and presents proposals for their improvement. In the specific case of Hotel Jupiter, the following barriers stand out, the synergy between de-partments and the handling of the computer system for which an operational qualification training is requires and the internal communication departments.
This report was prepared within the scope of the Master in Tourism, specializing in Operational Management by the University of Algarve - School of Hospitality and Tourism Management. It aims to describe the entire internship process, which took place from December 10, 2018 to May 31, 2019, in the reception, F&B, housekeeping and reservations departments of the Jupiter Algarve Hotel. As the Jupiter group is an up-and-coming chain, it currently features four hotel units, Jupiter Algarve Hotel, Jupiter Marina Hotel, Jupiter Lisboa Hotel, nominated for the 2019 publituris Portugal Travel Awards and its most recent unit, Jupiter Albufeira Hotel. Through the internship, it was possible to study the interconnection between intra and interdepartmental communication, and its operational management. In the literature review, in the scope of intra and interdepartmental hotel communica-tion, it will be presented three communicational cases that led to obstacles in operational man-agement. With the experience obtained in the curricular internship at Jupiter Algarve Hotel, it was possible to identify, develop and present recommendations for many of the challenges / divergences that an employee in the hotel sector, faces in their day-to-day. Crosswise, the present internship allowed to acquire operational experience in the scope of the various hotel departments, as well learning and understanding the interdepart-mental communication created. In this context, it will be presented a communication flowchart between departments that identifies the main communication barriers and presents proposals for their improvement. In the specific case of Hotel Jupiter, the following barriers stand out, the synergy between de-partments and the handling of the computer system for which an operational qualification training is requires and the internal communication departments.
Description
Keywords
Hotelaria Reservas Receção F&b Housekeeping Comunicação intradepartamental Comunicação interdepartamental Barreiras à comunicação Propostas para a melhoria da comunicação