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Relatório de estágio Hotel Paraíso de Albufeira: os departamentos de uma unidade hoteleira
| Name: | Description: | Size: | Format: | |
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| 1.7 MB | Adobe PDF |
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Abstract(s)
O presente relatório descreve o estágio realizado no Hotel Paraíso de Albufeira – outubro/2017 a maio/2018. Visando alinhar a teoria assimilada no mestrado à realidade profissional. Concluído o projeto, no âmbito do Mestrado em Direção e Gestão Hoteleira, pretende-se, obter o grau de mestre pela ESGHT da Universidade do Algarve.
O relatório apresenta uma revisão da literatura, direcionada para departamentos onde decorreu o estágio. Destaque para o alojamento e F&B, que envolveram a maior parte do projeto. Os restantes departamentos, com intervenção mais curta, foram também considerados na revisão bibliográfica. Complementando a revisão, analisou-se ainda literatura relevante nas áreas de Turismo e Hotelaria.
Na terceira parte do relatório faz-se a caracterização do Hotel Paraíso de Albufeira. Depois descrevem-se as funções desempenhadas durante o estágio. De forma a experienciar as necessidades operacionais na gestão de uma unidade hoteleira, o estágio envolveu diversos departamentos - direção, CRM, comercial, marketing, reservas - mas incidiu principalmente em dois departamentos-chave do hotel: alojamento e F&B.
O relatório retrata o funcionamento de um hotel de quatro estrelas e a sua organização interna, elementos importantes para a estagiária adquirir novos conhecimentos e competências. A principal metodologia para conhecer verdadeiramente o “mundo” da gestão hoteleira, segundo os profissionais do setor, consiste em: realizar tarefas em contexto real de trabalho. Foi o que sucedeu neste estágio: a permanência em áreas funcionais-chave permitiu acompanhar rotinas, observar situações únicas e analisar indicadores de gestão, visando a adoção de práticas de melhoria contínua. A colaboração com os diversos setores do hotel, fez perceber que havia défices em determinadas áreas, nomeadamente na organização do staff, formação, e planeamento das operações diárias, entre outras. Determinados procedimentos necessitavam de uma organização mais delineada e precisa. As propostas de melhoria e críticas apontadas à gestão do hotel, constantes do relatório, focam-se nesses aspetos.
This report´s primary objective is to describe the internship held at Hotel Paraíso de Albufeira between October 2017 and May 2018, with the objective of using and putting into practice, what was learned at the master´s classes, in “the real world” (on the “ground”). With this done, within the scope of the Masters in Management and Hotel Management, it is my intention to obtain a master's degree from the University of Algarve's School of Management, Hospitality and Tourism. The report contains an assessment of the departments where the internship took place, mainly accommodation and F&B utilizing what was learned as a basis of analyses. The remaining departments, where the intervention was shorter, were also considered, in terms of bibliographic review. In parallel, completing the review, we analyzed relevant literature in the areas of Tourism and Hospitality, in a macro perspective. The third part of the report also presents the characterization of the Hotel Paraíso de Albufeira. The functions performed during the stage are described below. In order to experience the operational and management needs of a hotel unit, the internship took place in a wide range of departments - management, CRM, commercial, marketing, reservations - but focused mainly on two key departments of the hotel: accommodation and F&B. The report portrays the operation of a large four-star hotel and its internal organization, these being important elements for the trainee to acquire new knowledge and develop skills throughout the internship. The main methodology for truly knowing and understanding the "world" of hotel management, consists, according to conversations held with professionals of the sector, in performing tasks in a real work context. This was done during the internship; being present in key functional areas allowed us to follow the routines, observe unique situations and analyze management indicators, with a view to adopting continuous improvement practices. The collaboration with the various sectors of the hotel made it clear that there were some shortcomings in certain areas, such as staff organization, training, and planning of daily operations, among others. Certain procedures required a more delineated and precise organization. The proposals for improvement and criticism of the hotel management in the report focuses on these aspects.
This report´s primary objective is to describe the internship held at Hotel Paraíso de Albufeira between October 2017 and May 2018, with the objective of using and putting into practice, what was learned at the master´s classes, in “the real world” (on the “ground”). With this done, within the scope of the Masters in Management and Hotel Management, it is my intention to obtain a master's degree from the University of Algarve's School of Management, Hospitality and Tourism. The report contains an assessment of the departments where the internship took place, mainly accommodation and F&B utilizing what was learned as a basis of analyses. The remaining departments, where the intervention was shorter, were also considered, in terms of bibliographic review. In parallel, completing the review, we analyzed relevant literature in the areas of Tourism and Hospitality, in a macro perspective. The third part of the report also presents the characterization of the Hotel Paraíso de Albufeira. The functions performed during the stage are described below. In order to experience the operational and management needs of a hotel unit, the internship took place in a wide range of departments - management, CRM, commercial, marketing, reservations - but focused mainly on two key departments of the hotel: accommodation and F&B. The report portrays the operation of a large four-star hotel and its internal organization, these being important elements for the trainee to acquire new knowledge and develop skills throughout the internship. The main methodology for truly knowing and understanding the "world" of hotel management, consists, according to conversations held with professionals of the sector, in performing tasks in a real work context. This was done during the internship; being present in key functional areas allowed us to follow the routines, observe unique situations and analyze management indicators, with a view to adopting continuous improvement practices. The collaboration with the various sectors of the hotel made it clear that there were some shortcomings in certain areas, such as staff organization, training, and planning of daily operations, among others. Certain procedures required a more delineated and precise organization. The proposals for improvement and criticism of the hotel management in the report focuses on these aspects.
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Keywords
Gestão Hoteleira Food & beverage Housekeeping Alojamento Comercial & marketing CRM