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Publication
Relatório de estágio: Hotel Waldorf Astoria Amsterdam
| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 3.9 MB | Adobe PDF |
Advisor(s)
Abstract(s)
Este presente relatório relata a experiência profissional adquirida pela realização de um estágio no departamento de Housekeeping do hotel Waldorf Astoria Amsterdam, enquanto supervisor de housekeeping (Floor Supervisor).
De forma a descrever melhor esta prática de estágio, o primeiro ponto retrata a revisão da literatura, dividindo-se em dois momentos distintos. O primeiro momento aborda a temática do turismo e hotelaria no mundo e, em particular, nos Países Baixos. É feito ainda uma pequena abordagem e análise do COVID-19 e o seu impacto no turismo e na hotelaria. O segundo foca-se na caracterização da entidade hoteleira onde foi realizado o estágio, descreve ainda alguns aspetos únicos associados tanto à propriedade como à marca Waldorf Astoria, tal como, aborda ainda alguns aspetos mais globais do grupo hoteleiro onde está inserido.
O segundo ponto divide-se igualmente em dois momentos. O primeiro retrata o enquadramento teórico onde é abordado a temática do departamento de alojamento, consequentemente, e mais detalhada, a temática do housekeeping. São abordados desde as funções de cada membro da equipa desta seção aos procedimentos e documentos necessários ao bom funcionamento da operativa.
O segundo momento deste segundo ponto é marcado pela descrição da realidade do WAA. Aborda-se mais uma vez o departamento de alojamento de uma forma muito geral, dando um maior enfoque na operativa do housekeeping. A rotina de um supervisor foi o subponto mais desenvolvido, uma vez que, o estágio tratou-se do desempenho desse cargo. Seguindo a mesma linha de pensamento, são descritas todas as outras funções dos restantes membros da equipa face a realidade no WAA, os procedimentos e standards requeridos diariamente. Para terminar este ponto são retratados os desafios e as oportunidades deste estágio e ainda o impacto procedimental do COVID-19 nos alojamentos e na rotina da operação do housekeeping.
De um modo geral, conclui-se que embora a pequena dimensão do hotel a nível do número de quartos, o nível de exigência é extremamente alto, não podendo haver qualquer margem para erro, o que acarreta uma responsabilidade ainda mais acrescida dos supervisores, uma vez que, estes são os últimos a entrar num quarto antes que este seja liberto para venda. Isto por vezes, viu-se mais dificultado com a falta de uma comunicação eficaz entre seções. Contudo, a experiência foi um grande momento de aprendizagem e serviu, sem dúvida, como uma base sólida de início de carreira nesta área.
This report presents a professional experience obtained by carrying out an internship in the housekeeping department of the Waldorf Astoria Amsterdam hotel, as Floor Supervisor. To better describe this internship, the first point is divided into two distinct moments. The first moment addresses the theme of tourism and hospitality in the world and in the Netherlands. A small approach and analysis of COVID-19 and its impact on tourism and hospitality was also made. The second moment is focused on the characterization of the hotel entity where the internship took place, it is also presented some exclusive aspects associated with both the property and the Waldorf Astoria brand, as well as addressing some more global aspects of the hotel group where it is inserted. The second point is equally divided into two moments. The first one portrays the theoretical framework where the room department is approached, as well as, consequently, and more detailed, the housekeeping service. It is made an approach of the functions of each team member, the procedures, and documents necessary for the good flow of the operation. The second moment from the second point is evidenced by the description of the reality of the WAA. Once again, the room department is approached in a very general way, giving a greater focus on the housekeeping operation. The routine of a supervisor at the WAA was the most developed subpoint once the internship dealt with the performance of this position. Following the logic, all other functions of the remaining team members regarding the reality at WAA are described, as well as the procedures and standards required on a daily basis. The conclusion of this point is related to the challenges and opportunities found during the internship and to the procedural impact of COVID-19 in the rooms and in the routine of the housekeeping operation. In general, although the small size of the hotel regarding to the total number of rooms, the level of demanding is extremely high, there can be no margin for error, which is an even greater responsibility for the supervisors, once they are the last to enter the room before being released for sale. The functions of a supervisor were sometimes more difficult to execute due to the lack of effective communication between sections. However, the experience itself was a great learning and it is seen, without a doubt, as a solid basis for starting a career in this area.
This report presents a professional experience obtained by carrying out an internship in the housekeeping department of the Waldorf Astoria Amsterdam hotel, as Floor Supervisor. To better describe this internship, the first point is divided into two distinct moments. The first moment addresses the theme of tourism and hospitality in the world and in the Netherlands. A small approach and analysis of COVID-19 and its impact on tourism and hospitality was also made. The second moment is focused on the characterization of the hotel entity where the internship took place, it is also presented some exclusive aspects associated with both the property and the Waldorf Astoria brand, as well as addressing some more global aspects of the hotel group where it is inserted. The second point is equally divided into two moments. The first one portrays the theoretical framework where the room department is approached, as well as, consequently, and more detailed, the housekeeping service. It is made an approach of the functions of each team member, the procedures, and documents necessary for the good flow of the operation. The second moment from the second point is evidenced by the description of the reality of the WAA. Once again, the room department is approached in a very general way, giving a greater focus on the housekeeping operation. The routine of a supervisor at the WAA was the most developed subpoint once the internship dealt with the performance of this position. Following the logic, all other functions of the remaining team members regarding the reality at WAA are described, as well as the procedures and standards required on a daily basis. The conclusion of this point is related to the challenges and opportunities found during the internship and to the procedural impact of COVID-19 in the rooms and in the routine of the housekeeping operation. In general, although the small size of the hotel regarding to the total number of rooms, the level of demanding is extremely high, there can be no margin for error, which is an even greater responsibility for the supervisors, once they are the last to enter the room before being released for sale. The functions of a supervisor were sometimes more difficult to execute due to the lack of effective communication between sections. However, the experience itself was a great learning and it is seen, without a doubt, as a solid basis for starting a career in this area.
Description
Keywords
Hilton worldwide Hotel Waldorf Astoria Amsterdam Relatório de estágio Housekeeping Mestrado em direção e gestão hoteleira