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Abstract(s)
O objetivo deste estudo é perceber qual o impacto das Práticas de Gestão de
Recursos Humanos (PGRH) na indústria hoteleira e a sua influência na motivação e
satisfação do colaborador no ambiente de trabalho, tendo em analise um grupo hoteleiro.
O comportamento dos colaboradores da indústria hoteleira desempenha um papel
fundamental na satisfação do cliente, pois afeta diretamente a qualidade do serviço
prestado aos consumidores. Diversos autores evidenciam os colaboradores como um
recurso essencial para alcançar o sucesso empresarial.
Assim, este estudo tem como foco a Gestão de Recursos Humanos (GRH), que
considera os colaboradores como um recurso estratégico para o sucesso empresarial e
tem como objetivos perceber quais as PGRH aplicadas num grupo hoteleiro e avaliar o
impacto destas práticas para a satisfação e motivação dos colaboradores.
O presente estudo é baseado num estudo misto, conta com uma metodologia
quantitativa, com a participação de 60 colaboradores de um grupo hoteleiro na resposta
a um questionário, e uma metodologia qualitativa, por meio de uma entrevista realizada
ao/ã Diretor/a de Recursos Humanos, de forma a atingir os objetivos do estudo.
Através deste estudo, foi possível identificar as PGRH mais valorizadas pelos
colaboradores e a forma como influenciam a sua satisfação e motivação. Também foi
possível perceber se o/a Diretor/a de Recursos Humanos partilhava da mesma opinião.
Os resultados sugerem que, embora a administração do grupo hoteleiro considere que
as suas práticas são eficientes e eficazes, os colaboradores não compartilham desta
opinião, o que afeta negativamente a sua satisfação e motivação no local de trabalho.
Conclui—se que, apesar das respostas dos colaboradores e do entrevistado/a
serem compatíveis em maior parte dos assuntos, há questões em que as respostas
divergem, como por exemplo, relativamente a formação e aos tipos de benefícios
pretendidos pelos colaboradores. isto indica que a GRH não esta a ser eficaz nas políticas
e práticas implementadas. Com os resultados deste projeto, pretende-se consciencializar
o setor hoteleiro de que os recursos humanos são um dos elementos mais valiosos da
organização e que merecem ser tratados como tal.
The objective of this study is to understand the impact of Human Resource Management Practices (HRMP) in the hospitality industry and their influence on employee motivation and satisfaction in the workplace, using a hotel group as a case study. The behavior of employees in the hospitality industry plays a fundamental role in customer satisfaction, as it directly affects the quality of service provided to consumers. Various authors highlight people as an essential resource for achieving business success. Thus, this study focuses on Human Resource Management (HRM), which considers people as a strategic resource for business success, with the objectives of identifying the HRMP applied in a hotel group and evaluating the impact of these practices on employee satisfaction and motivation. The present study is based on a mixed-methods approach, employing a quantitative methodology with the participation of 60 employees from a hotel group who responded to a questionnaire, and a qualitative methodology through an interview conducted with the Director of Human Resources, to achieve the study's objectives. Through this study, it was possible to identify the HRMP most valued by employees and how they influence their satisfaction and motivation. It was also possible to determine if the Director of Human Resources shared the same opinion. The results suggest that, although the hotel group's management considers its practices to be efficient and effective, the employees do not share this view, which negatively affects their satisfaction and motivation in the workplace. It is concluded that, despite the responses of the employees and the interviewee being compatible on most issues, there are areas where their answers differ, such as regarding training and the types of benefits desired by employees. This indicates that HRM is not being effective in its implemented policies and practices. The results of this project aim to raise awareness in the hospitality sector that human resources are one of the most valuable elements of the organization and deserve to be treated as such.
The objective of this study is to understand the impact of Human Resource Management Practices (HRMP) in the hospitality industry and their influence on employee motivation and satisfaction in the workplace, using a hotel group as a case study. The behavior of employees in the hospitality industry plays a fundamental role in customer satisfaction, as it directly affects the quality of service provided to consumers. Various authors highlight people as an essential resource for achieving business success. Thus, this study focuses on Human Resource Management (HRM), which considers people as a strategic resource for business success, with the objectives of identifying the HRMP applied in a hotel group and evaluating the impact of these practices on employee satisfaction and motivation. The present study is based on a mixed-methods approach, employing a quantitative methodology with the participation of 60 employees from a hotel group who responded to a questionnaire, and a qualitative methodology through an interview conducted with the Director of Human Resources, to achieve the study's objectives. Through this study, it was possible to identify the HRMP most valued by employees and how they influence their satisfaction and motivation. It was also possible to determine if the Director of Human Resources shared the same opinion. The results suggest that, although the hotel group's management considers its practices to be efficient and effective, the employees do not share this view, which negatively affects their satisfaction and motivation in the workplace. It is concluded that, despite the responses of the employees and the interviewee being compatible on most issues, there are areas where their answers differ, such as regarding training and the types of benefits desired by employees. This indicates that HRM is not being effective in its implemented policies and practices. The results of this project aim to raise awareness in the hospitality sector that human resources are one of the most valuable elements of the organization and deserve to be treated as such.
Description
Dissertação de mestrado
Keywords
Práticas de gestão de recursos humanos Satisfação Motivação Hotelaria Human resource management practices Satisfaction Motivation Hospitality