Loading...
Publication
Elevating customer satisfaction at Rotterdam Marriott Hotel: insights from Marriott Bonvoy elite members
| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 1.56 MB | Adobe PDF |
Authors
Advisor(s)
Abstract(s)
O presente relatório de estágio analisa a perceção de valor e a satisfação dos membros Elite do programa de fidelização Marriott Bonvoy no Rotterdam Marriott Hotel, no contexto da experiência profissional desenvolvida nesta unidade hoteleira. A análise centrou-se especialmente em situações em que não são oferecidos upgrades complementares, procurando compreender de que forma outros elementos do serviço influenciam a satisfação do cliente. A metodologia adotada foi de natureza quantitativa, com a recolha de dados através de um inquérito estruturado aplicado a 62 hóspedes. Os resultados evidenciam que a qualidade dos quartos e a qualidade da prestação do serviço pelo colaborador são fatores determinantes para a satisfação dos clientes, enquanto a ausência de upgrades tem um impacto reduzido. Estes dados reforçam a importância da aposta contínua na melhoria do serviço, na personalização da experiência e na formação da equipa. Para além da vertente analítica, este relatório reflete as aprendizagens adquiridas ao longo do estágio, bem como o contributo prático proporcionado ao hotel.
This internship report analyses the perceived value and satisfaction of Elite members of the Marriott Bonvoy loyalty programme at the Rotterdam Marriott Hotel, based on the professional experience developed at this hospitality unit. The analysis focused particularly on situations in which complimentary upgrades were not offered, aiming to understand how other service elements influence customer satisfaction. A quantitative methodology was adopted, with data collected through a structured survey applied to 62 guests. The results show that room quality and staff performance are key drivers of customer satisfaction, while the absence of upgrades has a limited impact. These findings highlight the importance of continuously investing in service quality, personalised guest experiences, and staff training. In addition to the analytical dimension, this report reflects the learning outcomes achieved during the internship and the practical contribution provided to the hotel.
This internship report analyses the perceived value and satisfaction of Elite members of the Marriott Bonvoy loyalty programme at the Rotterdam Marriott Hotel, based on the professional experience developed at this hospitality unit. The analysis focused particularly on situations in which complimentary upgrades were not offered, aiming to understand how other service elements influence customer satisfaction. A quantitative methodology was adopted, with data collected through a structured survey applied to 62 guests. The results show that room quality and staff performance are key drivers of customer satisfaction, while the absence of upgrades has a limited impact. These findings highlight the importance of continuously investing in service quality, personalised guest experiences, and staff training. In addition to the analytical dimension, this report reflects the learning outcomes achieved during the internship and the practical contribution provided to the hotel.
Description
Relatório de estágio
Keywords
Fidelização Hotelaria Marriott Bonvoy Membros elite Qualidade do serviço Satisfação do cliente Customer satisfaction Elite members Hospitality Loyalty Marriott Bonvoy Service quality