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- 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.
- 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.