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- A operacionalização de eventos gastronómicos na educação/formação em hotelaria e restauraçãoPublication . Campos, Joana; Melo, António; Oliveira, Mónica; Silva, José António; Fonseca, Rui; Quintas, Marta; Fernandes, Patrícia; Correia, RosaO planeamento e organização de eventos gastronómicos apresenta-se como uma oportunidade de simulação na formação em hotelaria e restauração, uma vez que potencia a simbiose entre os contextos teórico e prático que são inerentes a esta área, procurando a semelhança a dinâmicas profissionais futuras. A importância da experiência prática no ensino superior reside, não só para desenvolver competências técnicas e transversais (Monteiro, Almeida & Garcia-Aracil, 2016), mas também para promover oportunidades onde os estudantes possam criar redes de contactos que são posteriormente, mobilizadas na procura de emprego (Alves, 2010). Estas experiência tornam-se particularmente importantes no desenvolvimento de competências relacionadas com a tomada de decisão, fulcral na adaptação aos desafios diários na profissão (Edelheim & Ueda, 2007). As experiências adquiridas pela realização destas atividades, com particular incidência nos eventos gastronómicos, têm sido fatores de promoção da sua aproximação ao mundo do trabalho quer em contextos formais de aprendizagem ou fora deles, e a noção do valor acrescentado que pode levar para a organização, são, de facto, cruciais na obtenção de emprego (Valente, 2014). A realização de eventos gastronómicos com uma componente iminentemente prática acontece através de trabalhos interdisciplinares entre UCs Direção de Operações e Serviços II (da Licenciatura de Gestão de Restauração e Catering, 3º ano) e Técnicas de Restaurante/Bar e Cozinha/Pastelaria (dos TeSP em Serviços de Restauração e Catering e Operações Hoteleiras, 1º ano), na UC Gestão e Organização de Eventos (2º ano) e na UC Gestão de Alimentos e Bebidas da Licenciatura de Gestão de Administração Hoteleira (3º ano).
- An approach to revenue management strategies in the hospitality industryPublication . Liberato, Dália; Oliveira, Mónica; Cardoso, Rui; Liberato, PedroYM is characterized as integrating the techniques, formulas, and strategies used to manage inventory, pricing, and sales policies. When linked to the hotel and tourism sector, YM manages availability, accommodation control, and discounts applied to overnight stays. RM is the evolution of YM, where using the full potentiality of the elements allows for maximizing revenue in periods of high demand and maximizing demand in periods of low revenue. RM is based on demand forecasting, price and inventory management, distribution channels, and revenue management performance. The world of hotel distribution is very complex and there is no way to control it. The Revenue Manager must be vigilant for the large price disparities in the various distribution channels. The distribution channels allow the hotel to reach a wider market share and an increase its competitive range. The Crowne Plaza Porto has a wide network of distribution channels represented by direct bookings and contracted distributors: Direct reservations come from four sources: Central Reservations Office (CRO), direct contact with the reservations department, the IHG brand website, and the mobile app. This research presents a qualitative methodology, applied to the Hotel Crowne Plaza Porto, whose purpose is to identify the segmentation introduced by two main segments: Individuals and Groups. The results of this research suggest that each of these segments is divided into several subgroups according to the specificity of their characteristics, and adequately identified, allowing the hotel's Revenue Manager to apply different strategies to the different customer groups, equally justified.
- The buying process on hospitality services and its implication to loyalty behaviourPublication . Ferreira, Fernanda A.; Campos, Joana; Oliveira, MónicaThis research aims to explore hotel brand loyalty by analysing what are the main factors that lead to it and explain the individual's reasons that lead guest decision towards a specific hotel service since operational knowledge indicates that new consumption trends as well as new market segments in tourism have specific consumption behaviours and arises with the evolution of the industry. The main goal of this paper is to provide relevant information to improve hotel marketing strategies and keep the knowledge on consumer habits updated because their motivations and actions will determine and influence the ability of hotels to adapt to new consumption realities. In this context, this research focus on service hotel marketing, quality of service and hotel brand loyalty and allowed the implementation of applied consumer research in scientific methodology, using questionnaires filled out by consumers who made hotel reservations. The authors applied a statistical inferential test, a binary logistic regression model, looking up to understand if customer loyalty behaviour may be explained by our predicted and studied variables, specially emotional and rational factors, the knowledge of guests' preferences and habits, employees' performance and the existence of a loyalty programme. This research allowed to conclude that there are five main dimensions that influence loyalty behaviour: knowledge of guests' habits and preferences, contact with hotel employees, existence of a loyalty programme, room rate and rational factors, which is an important information to improve hotel marketing strategies as hotel industry becomes more competitive each year.
- Motivation as a lever for service excellencePublication . Silva, Ana Isabel; Oliveira, Mónica; Silva, SusanaIn recent years, we have seen a change in mentalities in the way organisations are managed. Day by day, we realize that an organization's human resources are the key to success. In this sense, human resources management assumes an essential position that will allow to achieve levels of motivation and satisfaction of employees central to the performance of the organization. In the hotel sector, we still observe organizations with little focus on human resources management. However, it is from the sectors where this management becomes vital. The satisfaction and motivation of employees are directly reflected in customer satisfaction, compromising the future of the hotel unit. This work aims to understand the impact of the employee's motivation on their performance, according to their perspective. Thus, the method used was the questionnaire survey, addressed to all employees of the InterContinental Porto — Palácio das Cardosas hotel. Data analysis was performed through descriptive and statistical analysis, with resources to the SPSS (Statistical Package for Social Sciences) program. The results obtained did not allow us to observe any direct relationship between employee motivation and performance, according to their perspective.
- The main strategies of restaurant revenue management and its applicability in the F&B departmentPublication . Maia, Pedro; Melo, António; Oliveira, MónicaOver the past years, Revenue Management has been used in various sectors, starting in the airlines, passing through the hotel and restaurant sectors, with a focus on the creation and maximization of revenue. In this sense, Restaurant Revenue Management becomes a useful tool for incomes, making establishments more competitive and contributing to business growth and sustainability in catering and restaurants context. The main objective of this study is to research the development and application of Restaurant Revenue Management, through the study of its systems and strategies, tounderstand how restaurant and catering establishments can optimize revenue through the creation and implementation of RRM systems. This research begins with a literature review where we aim to understand the principles and characteristics of Restaurant Revenue Management as a whole, to know the RRM strategies and how to apply them in the hospitality and catering sector. The methodology chosen was quantitative, where questionnaires were prepared and distributed to hotels and restaurants in Portugal. The results demonstrate that major part of the respondents is not familiar with the concept of Restaurant Revenue Management. Most respondents believe that the application of the RRM concept is important for the company's results and for those who are familiar with the concept, they consider that it allows the ideal customer to be defined based on their characteristics and enables decisions to be taken based on knowledge, creating a structure of fixed and variable costs. Purpose: Thus, the general and specific research objectives inherent to the study are: To assess how Restaurant Revenue Management is applied in Portugal in the restaurant and hotel contexts. To recognize what are its characteristics and practices. To understand how Restaurant Revenue Management influences revenues. To realize the advantages and disadvantages identified by the application of restaurant revenue management. Methodology: This research focuses on a quantitative methodology, using the questionnaire as a data collection tool. A deductive research approach was used in the scientific research process. The technical procedure used in the investigation phase was bibliographic research, having been collected information in several scientific articles and books on the subject. On a first moment, the collection of relevant documents for the research was made. The script was validated by six academic professionals and five professionals from the sector. After validation, an online questionnaire was conducted using the Google Forms platform. To achieve the maximum possible number of answers, the distribution channel used, to collect the results, was the e- mail. An initial telephone contact was made to confirm availability to answer the questionnaire. After this contact, the questionnaire was sent via e-mail. The questionnaires were conducted in Portuguese, as the study was only intended for entities located in Portugal. During the investigation, 880 questionnaires were sent out and 131 responses were received all completed, in a period between June and August. The instrument used to analyze and process the data collected was Excel. Results: The concept of Restaurant Revenue Management generally is not known among F&B departments, as demonstrated in the answers collected during the distribution of the questionnaire, in which 58.8% do not know the concept and only 41.2% of the respondents are familiar with the subject. Those who know and apply the concept of RRM consider the application of the concept and its respective impact important and crucial for the business. In the answers to the questionnaire about 57.4% consider its application important, while 24.1% considers it very important and 14.8% extremely important. Only 3.7% states that the RRM is not very important. Of the 131 respondents, only 41.2% are familiar with the concept of Restaurant Revenue Management, making a total of 54 responses. Originality: This is original research with the authors perspective constructed based in arguments from other research work to back up the investigation.
- Online teaching during COVID 19: how to get the best out of itPublication . Oliveira, Mónica; Pataco, TeresaThe aim of this study is to examine and present good strategies and practices for remote learning, during COVID-19. Given that this was the only safe and secure way to keep teaching, professors had to adapt the resources in the best way possible, so that students could keep learning. Schools had to set up environments for the students to understand, practice, and apply the skills learned. Online classes were delivered, and it was difficult to control if the students achieved the knowledge needed and if the correct message was sent. In our research, we present the methods used in our online classes (asynchronous or synchronous), the main worries and doubts of the instructors, as well as the solutions proposed to frame the learning process of the students. The objective is to present the procedures and processes developed during that period, the solutions found, and the results achieved. Data were collected from the results/grades of the students and a survey was submitted to acknowledge the main concerns of the students, the positive and negative aspects of this type of learning, the main difficulties, and social issues stemming from it.
- Describing skills in hotel management syllabi: a view from the fieldPublication . Silva, Rosa; Soares, Gisela; Pataco, Teresa; Oliveira, Mónica; Silva, Susana; Silva, CândidaDeveloping a course curricula is a complex and difficult task since it must reflect the fundamental technical competencies and skills, but also the soft skills that students must develop to practice a specific profession. In this sense, Higher Education Institutions have been struggling to find strategies and incorporate methodologies into their course curricula that will promote the balanced development of these technical and transversal competencies and skills. Therefore, this paper describes an exploratory study on how the competencies and skills dynamic is featured in the description of the learning outcomes of a 3-year Bachelor in Hospitality Management degree in Portugal. It analysed the forty learning outcomes of the different subjects of the degree and framed in the Reference Framework by The Council of the European Union. Moreover, it also analysed the application of the taxonomy of Bloom in describing the learning outcomes. The preliminary results show that there are some explicit learning outcomes outlined in the reference framework of the European Union but they still lack those related to soft skills development. Furthermore, the application of the taxonomy of Bloom is adequate and fully present in the learning outcomes. These results highlight the need of reviewing the description of the learning outcomes, mainly its alignment with the content and teaching and assessment methodologies adopted by the different subjects.
- Overcoming the crisis caused by COVID-19 and its post-crisis impact by tourism in PortugalPublication . Ferreira, Fernanda A.; Oliveira, Mónica; Miranda, MarianaPurpose - Tourism in Portugal has been growing exponentially in recent years, with a significant impact on the national economy. However, this growth was restricted by the current health crisis, caused by COVID-19. The pandemic has resulted in the confinement of a large part of the world’s population; the cancellation of travel; the closure of most establishments, including those involved in the tourism sector; the increase in the unemployment rate; and other tragic repercussions.The objective of the study is to understand the changes made by the sector to defeat this crisis and predict the most significant modifications in the sector and its impact. Design/methodology - Quantitative research based on a questionnaire survey, which target was the population of employees of tourism enterprises in Portugal. Qualitative research based on data collected in official governments websites, Turismo de Portugal I.P. website and national statistical data websites. Findings - This paper studies the measures implemented by the Portuguese Government and the tourist impact in the economy during the pandemic. It also examines the advantages and disadvantages of the implementation of those measures and how economic recovery is being achieved. From the results of the investigation, it was possible to conclude tourism enterprises generally suffered a considerable impact from the crisis caused by COVID-19. For this reason, they have taken various measures to ensure security conditions for all guests and staff. From the respondents’ answers it is possible to perceive the discontent of the workers with the lack of help from the Portuguese Government.
- Practices for online teaching and learning: a view from the hospitality fieldPublication . Pataco, Teresa; Oliveira, MónicaConsidering the issues triggered by COVID-19, remote learning was the only safe method to guarantee students could learn. The way instructors delivered information and interacted with students changed dramatically during COVID-19. Through the stress, pressure, and the emergency changes, professors had to choose the tools needed to provide the best teaching possible. It was necessary to create envi- ronments for the students to learn, to practice, and to apply the skills acquired. It was also necessary to entice some socialization during classes. Online classes require more autonomy, and if on the one hand students can learn on their own provided professors hand out some material, on the other hand it is difficult to control how their skills and knowledge evolve. The authors detail the methods used in their online classes (asynchronous or synchronous), the main concerns both instructors and students had, as well as the solutions found to meet those concerns as successfully as possible and to scaffold the learning process of their students at the School of Hospitality and Tourism of the Polytechnic of Porto.
- Expectations vs customer satisfaction: the case of luxury hotelsPublication . Santos, Sílvia; Oliveira, Mónica; Silva, SusanaCustomer expectations and satisfaction has been one of the most studied themes in marketing literature among several business areas. In the hospitality sector, these themes are crucial regarding the specific characteristics of the service but also the huge competitiveness in this field. Nowadays, in hospitality, it is current practice to evaluate customer satisfaction, but few studies relate this satisfaction with their expectations. This study aims to characterize the customer expectations with the services provided by luxury hotels and to characterize the luxury market in hospitality. To answer our objectives a quantitative study was conducted. Participated in our study 330 hotel customers, of both genders, with a mean age of 46,8 years (SD=13,9), from five luxury hotels. All the participants fulfilled a questionnaire with sociodemographic questions and several questions assessing the satisfaction level with the different services provided by the hotels. Statistical analysis, descriptive and inferential, were performed with SPSS 24.0. The preliminary results showed that luxury hotels customers made a positive or very positive evaluation of the services provided by the different hotels of the group. The relation between the same kind of service performed is significant, ie, when the customer considers the quality of the bar important also asses as important the quality and diversity of the restaurant. In the same way, the group seems to have some differences among the services provided by specific kinds of hotels. Thus, we can conclude that customers' satisfaction is very important to the services provided by hotels, namely in the luxury market. Moreover, the luxury market seems to be a tendency in the hospitality sector. We discuss the main practical and theoretical implications and offer some suggestions for further studies.