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O contributo do departamento de alojamentos para a satisfação dos hóspedes no hotel W Barcelona
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Abstract(s)
De forma a concluir o 2º ano do Mestrado em Direção e Gestão Hoteleira – Ramo Comercial, ministrado na Escola Superior de Gestão, Hotelaria e Turismo da Universidade do Algarve, foi efetuado um estágio curricular no hotel W Barcelona com a duração de 800 horas, com início a 6 de fevereiro de 2024 e término a 22 de junho de 2024. O tema escolhido para este relatório de estágio foi o contributo do departamento de alojamentos para a satisfação dos hóspedes no hotel W Barcelona. O estágio foi efetuado no departamento de Welcome Desk e de Style permitindo assim que o estudante consolidasse os conceitos teóricos adquiridos ao longo do 1º ano do mestrado. Além disso, desenvolveu-se um estudo científico que avaliou se a satisfação dos hóspedes em relação a determinados atributos estava alinhada com a perceção de desempenho desses mesmo atributos, segundo a opinião dos colaboradores. A recolha de dados decorreu ao longo de 18 dias, e posteriormente, utilizou-se a análise Importância-Desempenho para analisar os dados. O estágio foi importante para perceber o nível de serviço e o ritmo de trabalho esperado num hotel de 5 estrelas, além disso, permitiu adquirir importantes valências profissionais e de criar valiosos contactos para o futuro profissional do estudante. A parte científica permitiu identificar que o único atributo que apresentou uma alta importância por parte do hóspede e um baixo desempenho por parte dos colaboradores foi o tempo de espera para efetuar check-in. O que indica que o hotel W Barcelona poderá delinear uma nova estratégia que vise aumentar o desempenho operativo associado a este atributo para, consequentemente, influenciar positivamente a satisfação dos hóspedes.
To complete the 2 nd year of the Master´s Degree in Hotel Management and Administration – Commercial Field, offered by the School of Management, Hospitality and Tourism of the University of Algarve, a curricular internship of 800 hours was carried out at the hotel W Barcelona, starting on the 6 th of February of 2024 and ending on the 22nd of June of 2024. The chosen theme for this report was the contribution of the rooms division to guest satisfaction at the hotel W Barcelona. The internship was carried out in the Welcome Desk and the Style department, thus allowing the student to consolidate the theoretical concepts acquired during the 1 st year of the master´s program. In addition, a scientific study evaluated whether guest satisfaction with specific attributes was aligned with employees´ perception of performance of the same qualities. Data collection was conducted over 18-day, and the Importance-Performance analysis was used to analyse the data. The internship provided invaluable insights into the service standards and work pace characteristic of a 5-star hotel environment. Moreover, it facilitated the development of crucial professional competencies and the establishment of valuable professional networks for the student´s future endeavours. The scientific component of the study indicated that the check-in wait time was the sole attribute identified as having a high level of guest importance coupled with low staff performance. The study´s results suggested that W Barcelona would benefit from adoption a new strategic approach to enhance performance levels and, ultimately, elevate guest satisfaction.
To complete the 2 nd year of the Master´s Degree in Hotel Management and Administration – Commercial Field, offered by the School of Management, Hospitality and Tourism of the University of Algarve, a curricular internship of 800 hours was carried out at the hotel W Barcelona, starting on the 6 th of February of 2024 and ending on the 22nd of June of 2024. The chosen theme for this report was the contribution of the rooms division to guest satisfaction at the hotel W Barcelona. The internship was carried out in the Welcome Desk and the Style department, thus allowing the student to consolidate the theoretical concepts acquired during the 1 st year of the master´s program. In addition, a scientific study evaluated whether guest satisfaction with specific attributes was aligned with employees´ perception of performance of the same qualities. Data collection was conducted over 18-day, and the Importance-Performance analysis was used to analyse the data. The internship provided invaluable insights into the service standards and work pace characteristic of a 5-star hotel environment. Moreover, it facilitated the development of crucial professional competencies and the establishment of valuable professional networks for the student´s future endeavours. The scientific component of the study indicated that the check-in wait time was the sole attribute identified as having a high level of guest importance coupled with low staff performance. The study´s results suggested that W Barcelona would benefit from adoption a new strategic approach to enhance performance levels and, ultimately, elevate guest satisfaction.
Description
Keywords
Direção e Gestão Hoteleira Departamento de Alojamento Welcome Desk Housekeeping Satisfação do hóspede W Barcelona