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A Gestão operacional em hotelaria: caso de estudo Martinhal Quinta Family Resort
| Name: | Description: | Size: | Format: | |
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| 4.7 MB | Adobe PDF |
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Abstract(s)
O presente relatório reflete a experiência on job no estágio curricular realizado no Martinhal
Quinta Family Resort. Este estágio teve início em julho de 2019 e terminou em março de 2020,
sendo parte integrante do Mestrado em Direção e Gestão Hoteleira da Universidade do Algarve
com especialização no ramo II: Hoteleira, Empreendedorismo e Projetos de Investimento.
Apresenta-se uma revisão de literatura sobre o Turismo analisado através de várias
dimensões geográficas. Destaca-se a contextualização dos aldeamentos turísticos em Portugal
e descreve-se a história e funcionamento dos Leading Hotels of The World. A caracterização
do grupo Martinhal é desenvolvida ao logo deste relatório com uma incidência especifica na
contextualização operacional do Martinhal Quinta. Esta contextualização é desenvolvida acerca
de todos os departamentos desta unidade hoteleira. Posteriormente é feita a descrição das tarefas
realizadas e a síntese dos obstáculos verificados na gestão operacional de cada departamento.
Num momento inicial foi utilizado o método de observação participante pois em todos os
departamentos, para além de ser observada a dinâmica operacional, também se participou na
realização das tarefas. Este método levou a um posterior registo das observações e consequentes
sugestões de alterações operacionais.
A gestão operacional visa a análise e controlo de todos os fatores que conduzem à entrega
do serviço (Starr & Gupta, 2017). Resulta deste estágio, uma análise à gestão operacional na
unidade hoteleira num todo. São identificados os obstáculos de cada departamento e as soluções
para melhoria. Todos os departamentos contam com as suas especificidades que são exploradas
em cada secção.
Concluiu-se que uma análise específica de cada departamento é essencial para se poder
conhecer a gestão operacional, identificar obstáculos e proceder às respetivas melhorias.
Verificou-se, inerente a todos os departamentos, uma elevada necessidade de melhoria na
definição dos Standard Operating Procedures. Uma gestão operacional eficiente depende da
também da comunicação entre os departamentos.
This report is based on the curricular internship held at Martinhal Quinta Family Resort, which began in July 2019 and ended in March 2020, in order to complete the Master in Hotel Direction and Hospitality Management at the University of Algarve, with a specialization in Entrepreneurship and Investment Projects. A review of the literature on Tourism is analyzed through various geographical dimensions, highlighting the contextualization of tourist villages in Portugal, and describing the history and functioning of the Leading Hotels of The World. A depiction of the Martinhal group is developed throughout this report with a specific focus on the operational context of Martinhal Quinta. This contextualization encompasses all departments of this hotel. Subsequently, a description of the performed tasks is presented, as well as a summary of the obstacles found in the operational management of each department. At an initial stage, the participant observation method was used in all departments, since in addition to observing the operational dynamics, there was also a practical involvement in the tasks. This method led to a record of observations and a compilation of consequent suggestions for operational changes. Operational management aims to analyze and control all factors that lead to the delivery of the service (Starr & Gupta, 2017). This management results in an in-depth analysis of the operational management in the hotel as a whole. As such, the obstacles of each department and solutions for improvement are identified. All departments have obstacles that are explored in each section of this report. It was concluded that the analysis of the specific departments is essential for the understanding of the operational management, for the identification of eventual obstacles, as for the proposal of improvement strategies. There was, inherent to all departments, a high need for improvement in the definition of Standard Operating Procedures. The communication between departments was also recognized as a very important factor for efficient operational management.
This report is based on the curricular internship held at Martinhal Quinta Family Resort, which began in July 2019 and ended in March 2020, in order to complete the Master in Hotel Direction and Hospitality Management at the University of Algarve, with a specialization in Entrepreneurship and Investment Projects. A review of the literature on Tourism is analyzed through various geographical dimensions, highlighting the contextualization of tourist villages in Portugal, and describing the history and functioning of the Leading Hotels of The World. A depiction of the Martinhal group is developed throughout this report with a specific focus on the operational context of Martinhal Quinta. This contextualization encompasses all departments of this hotel. Subsequently, a description of the performed tasks is presented, as well as a summary of the obstacles found in the operational management of each department. At an initial stage, the participant observation method was used in all departments, since in addition to observing the operational dynamics, there was also a practical involvement in the tasks. This method led to a record of observations and a compilation of consequent suggestions for operational changes. Operational management aims to analyze and control all factors that lead to the delivery of the service (Starr & Gupta, 2017). This management results in an in-depth analysis of the operational management in the hotel as a whole. As such, the obstacles of each department and solutions for improvement are identified. All departments have obstacles that are explored in each section of this report. It was concluded that the analysis of the specific departments is essential for the understanding of the operational management, for the identification of eventual obstacles, as for the proposal of improvement strategies. There was, inherent to all departments, a high need for improvement in the definition of Standard Operating Procedures. The communication between departments was also recognized as a very important factor for efficient operational management.
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Keywords
Turismo Hotelaria Gestão operacional Leading hotels of the world Serviço ao cliente