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Advisor(s)
Abstract(s)
Compreender a lideranƧa em hotelaria numa perspetiva do que Ʃ requerido que o
diretor hoteleiro possua como perfil, o conjunto de atributos distintivos e as competĆŖncias
percebidas como essenciais para o auxiliar no exercĆcio da sua funĆ§Ć£o, tendo em conta atingir
os objetivos organizacionais, o bem-estar dos colaboradores, a satisfaĆ§Ć£o dos clientes e fazer
face aos demais desafios que o setor apresenta, traƧou a linha desta investigaĆ§Ć£o.
Explorar e conhecer o perfil do diretor hoteleiro em Portugal, nomeadamente na
regiĆ£o Norte, com vista Ć sua caracterizaĆ§Ć£o foi o propĆ³sito desta investigaĆ§Ć£o.
No enquadramento teĆ³rico foi perscrutado o conceito de lideranƧa entendido como
um processo de influĆŖncia e considerado um fenĆ³meno transversal Ć s organizaƧƵes. Foram
descritas as principais teorias e estilos de lideranƧa, apresentados numa perspetiva de melhor
compreender o papel do lĆder nas organizaƧƵes e compor o quadro teĆ³rico que leva Ć
compreensĆ£o do objetivo da investigaĆ§Ć£o. Foi apresentado o contexto hoteleiro, suas
especificidades e desafios para compreender onde se movimenta o diretor hoteleiro. Foram
explorados o conceito de competĆŖncias, as caraterĆsticas e competĆŖncias apontadas como
necessĆ”rias ao exercĆcio da funĆ§Ć£o no setor para um melhor entendimento sobre as mais
determinantes que podem auxiliar nessa missĆ£o, bem como os diferentes papĆ©is do diretor
na sua funĆ§Ć£o.
O estudo empĆrico foi operacionalizado atravĆ©s de metodologia qualitativa,
utilizando entrevistas semiestruturadas como instrumento de recolha de informaĆ§Ć£o,
aplicado a diretores de hotĆ©is de 4 e 5 estrelas da regiĆ£o norte de Portugal e mediante guiĆ£o
padronizado. A definiĆ§Ć£o da amostra foi feita com base no critĆ©rio de saturaĆ§Ć£o dos dados ā
saturaĆ§Ć£o teĆ³rica. Para o tratamento e anĆ”lise dos dados obtidos recorreu-se Ć metodologia
de anƔlise suportada na Grounded Analysis, um conjunto de procedimentos sistemƔticos de
anĆ”lise, categorizaĆ§Ć£o e comparaĆ§Ć£o de dados.
Os resultados deste estudo sugerem um perfil combinado de heterogeneidades que
revela uma geraĆ§Ć£o de diretores a ganhar forƧa, com um olhar novo Ć direĆ§Ć£o hoteleira e
vestĆgios de uma geraĆ§Ć£o que procura manter-se atual mas ainda revela traƧos de uma gestĆ£o
mais conservadora. A direĆ§Ć£o que a DireĆ§Ć£o hoteleira estĆ” a tomar Ć© indicadora de uma
mudanƧa de estilo de lideranƧa, mais participativo e mais democrata. Os resultados apontam para um diretor hoteleiro jovem, formado, ainda
maioritariamente masculino, com consolidada carreira no setor e experiĆŖncia relevante na
funĆ§Ć£o. Auto confiante e Ć vontade na sua funĆ§Ć£o tem a seu cargo equipas diversificadas,
exerce o duplo papel de gerir os interesses da empresa e rentabilidade do negĆ³cio e os
interesses dos colaboradores. Consciente do ambiente em que se move, do seu papel, do
papel do cliente e do papel do colaborador na sua funĆ§Ć£o, luta para gerir os seus recursos
humanos de forma estratĆ©gica. Vale-se de competĆŖncias como a formaĆ§Ć£o na Ć”rea, saber gerir
e lidar com pessoas, conhecimentos financeiros, orientaĆ§Ć£o para o cliente, experiĆŖncia no
setor, disponibilidade, gosto pela profissĆ£o, autodesenvolvimento, comunicaĆ§Ć£o, trabalhar
em equipa, organizaĆ§Ć£o, adaptabilidade, perfil de lideranƧa, e dar o exemplo.
The purpose of this investigation was to explore the profile of the hotel director in Portugal, namely in the North region, with a view to its characterization. Understanding the leadership in hospitality with a view to what is required from the leader as a profile, the set of distinctive attributes and skills perceived as essential to assist him performing his duty, considering the organizational objectives, the employee well-being, the customer satisfaction and the challenges that the sector presents, determined the course of this research. In the theoretical framework, the concept of leadership understood as a process of influence and considered a phenomenon transversal to the organizations was examined. The main theories and styles of leadership have been described, presented in a perspective to better understand the role of the leader in organizations and to compose the theoretical framework that leads to an understanding of the research objective. The hotel context, its specificities and challenges were presented to better understand the arena where the hotel director acts. The concept of competencies, the characteristics and competencies pointed out as necessary for him to perform the job in the hospitality sector were also explored in order to understand the most critical ones, as well as the different roles in the function. The empirical study was carried out through a qualitative methodology, using semi- structured interviews as an instrument for collecting the data, applied to directors of 4 and 5 star hotels in the northern region of Portugal. The sample definition was based on the criterion of data saturation - theoretical saturation. For the treatment and analysis of the data obtained we used the data analysis methodology supported in the Grounded Analysis, a set of systematic procedures of data collection, analysis, categorization and data comparison. The results of this study suggest a mixed profile of heterogeneities that reveals a generation of directors gaining strength with a new look at hotel management, and a generation that seeks to stay current but still reveals traits of more conservative management. The results show a young, mostly male-owned hotel manager with a strong career in the industry and relevant experience in the function. Self-confident and comfortable with his job, he is responsible for diversified teams and has a dual role of managing the interests of the company and the profitability of the business along with the interests of the employees. Aware of the environment in which he moves, his own role, the role of the client and the role of the employee in the scope of his job, he works to manage his human resources in a strategic way. He relies on competences such as training in the field, managing and dealing with people, financial knowledge, customer oriented, experience in the industry, availability, passionate about his job, self-development, communication, team work, organization, adaptability, leadership, and lead by example.
The purpose of this investigation was to explore the profile of the hotel director in Portugal, namely in the North region, with a view to its characterization. Understanding the leadership in hospitality with a view to what is required from the leader as a profile, the set of distinctive attributes and skills perceived as essential to assist him performing his duty, considering the organizational objectives, the employee well-being, the customer satisfaction and the challenges that the sector presents, determined the course of this research. In the theoretical framework, the concept of leadership understood as a process of influence and considered a phenomenon transversal to the organizations was examined. The main theories and styles of leadership have been described, presented in a perspective to better understand the role of the leader in organizations and to compose the theoretical framework that leads to an understanding of the research objective. The hotel context, its specificities and challenges were presented to better understand the arena where the hotel director acts. The concept of competencies, the characteristics and competencies pointed out as necessary for him to perform the job in the hospitality sector were also explored in order to understand the most critical ones, as well as the different roles in the function. The empirical study was carried out through a qualitative methodology, using semi- structured interviews as an instrument for collecting the data, applied to directors of 4 and 5 star hotels in the northern region of Portugal. The sample definition was based on the criterion of data saturation - theoretical saturation. For the treatment and analysis of the data obtained we used the data analysis methodology supported in the Grounded Analysis, a set of systematic procedures of data collection, analysis, categorization and data comparison. The results of this study suggest a mixed profile of heterogeneities that reveals a generation of directors gaining strength with a new look at hotel management, and a generation that seeks to stay current but still reveals traits of more conservative management. The results show a young, mostly male-owned hotel manager with a strong career in the industry and relevant experience in the function. Self-confident and comfortable with his job, he is responsible for diversified teams and has a dual role of managing the interests of the company and the profitability of the business along with the interests of the employees. Aware of the environment in which he moves, his own role, the role of the client and the role of the employee in the scope of his job, he works to manage his human resources in a strategic way. He relies on competences such as training in the field, managing and dealing with people, financial knowledge, customer oriented, experience in the industry, availability, passionate about his job, self-development, communication, team work, organization, adaptability, leadership, and lead by example.
Description
Keywords
LideranƧa Hotelaria CompetĆŖncias Perfil profissional Diretor Leadership Hospitality Competencies Professional profile Director
Citation
Publisher
Instituto PolitƩcnico do Porto. Escola Superior de Hotelaria e Turismo