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Fatores determinantes para manter ou concessionar o departamento de A&B em hotéis de 4 estrelas na cidade do Porto
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Abstract(s)
O presente estudo tem o objetivo de analisar os fatores determinantes para concessionar ou não o departamento de A&B em hotéis de 4 estrelas na cidade do Porto. Sendo um dos maiores e mais complexos departamentos num hotel, a secção da A&B exige a constante preocupação por parte dos gestores. Este departamento é muitas vezes pouco rentável e, em certos casos, pode mesmo estar a gastar rendimentos do alojamento. Atualmente, o número de estudos sobre o tema é bastante reduzido, o que demonstra a importância deste trabalho.
Por essa razão e com o recurso a um questionário online, foi possível saber quais os fatores determinantes para a concessão ou não do departamento de A&B. A amostra é constituída por 61 hotéis, sendo que 87% contribuiu para a investigação (53 participantes). Com a análise de clusters, foi possível perceber que a redução de custos e o acesso a recursos humanos e tecnológicos foram os indicadores mais importantes para os decisores que concessionam o departamento, apesar de carecerem dos padrões de serviço do hotel e dos baixos níveis de motivação dos colaboradores do quadro. De ressalvar que apenas 5 hotéis da amostra praticam a concessão total do departamento. A restante amostra, não procura a subcontratação pela falta de experiência na concessão e o pouco conhecimento da atividade que pretende subcontratar, pelo receio de conflitos e/ou litígios entre as partes e pelo possível oportunismo do fornecedor, que poderá utilizar anomalias no contrato para cobrar taxas e valores extra por serviços não referidos e/ou dúbios.
Além disso, foi possível perceber que as entidades que não recorrem à concessão do departamento de A&B, consideram que, se o fizessem, afetaria negativamente a satisfação dos clientes.
The purpose of this study is to analyze which factors determine whether or not the F&B department is concessioned in 4-star hotels in the city of Porto. As one of the largest and most complex departments within a hotel, the F&B department requires constant concern on the part of managers. This department is often unprofitable and, in certain cases, may even be spending income from accommodation. There are currently very few studies on the subject, which demonstrates its importance. For this reason, and with the help of an online questionnaire, it was possible to find out which factors determine whether or not they concession the F&B department. The sample is composed of 61 hotels, 87 per cent of which contributed to the research (53 participants). research (53 participants). Cluster analysis revealed that cost reduction and access to human and technological resources were the most important indicators for those who concession the department, despite the lack of hotel service standards and low levels of staff motivation. It should be noted that only 5 hotels in the sample practice total concession of the department. The rest of the sample does not seek out subcontracting due to lack of experience in concessioning and little knowledge of the activity they intend to subcontract, fear of conflicts and/or disputes between the parties and possible opportunism from the supplier, who could use anomalies in the contract to charge extra fees and amounts for unmentioned and/or dubious services.
The purpose of this study is to analyze which factors determine whether or not the F&B department is concessioned in 4-star hotels in the city of Porto. As one of the largest and most complex departments within a hotel, the F&B department requires constant concern on the part of managers. This department is often unprofitable and, in certain cases, may even be spending income from accommodation. There are currently very few studies on the subject, which demonstrates its importance. For this reason, and with the help of an online questionnaire, it was possible to find out which factors determine whether or not they concession the F&B department. The sample is composed of 61 hotels, 87 per cent of which contributed to the research (53 participants). research (53 participants). Cluster analysis revealed that cost reduction and access to human and technological resources were the most important indicators for those who concession the department, despite the lack of hotel service standards and low levels of staff motivation. It should be noted that only 5 hotels in the sample practice total concession of the department. The rest of the sample does not seek out subcontracting due to lack of experience in concessioning and little knowledge of the activity they intend to subcontract, fear of conflicts and/or disputes between the parties and possible opportunism from the supplier, who could use anomalies in the contract to charge extra fees and amounts for unmentioned and/or dubious services.
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Keywords
Concessão Aepartamento de a&b Hotéis de 4 estrelas Porto