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Gestão estratégica de vendas no setor hoteleiro: maximização de receitas
| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 15.82 MB | Adobe PDF |
Advisor(s)
Abstract(s)
A maximização de receitas e gestão estratégica de vendas constituem pilares fundamentais para o sucesso no setor hoteleiro, caracterizado por um ambiente de elevada competitividade e pela necessidade constante de inovação. Este relatório de estagio focaliza-se no Hotel Es Princep, em Palma de Maiorca, com o objetivo de avaliar e otimizar práticas de gestão de vendas, direccionadas para o aumento do desempenho financeiro e a satisfação dos hóspedes.
A investigação abrange uma analise aprofundada da segmentação de mercado, a eficácia de pacotes promocionais, e a implementação de técnicas de cross-selling e upselling, integradas em pontos estratégicos de contacto com o cliente, como forma de fortalecer a fidelização dos hóspedes e incrementar a receita.
Este trabalho é o culminar de um estágio curricular de 840 horas, realizado entre outubro de 2024 e março de 2025 no Hotel Es Pn'ncep, um hotel de 5 estrelas do grupo Mon Hotels e membro da rede Leading Hotels of The World. Desenvolvido no departamento de receção, o estágio proporcionou uma experiência intensiva de 6 meses, permitindo uma análise detalhada das operações e interações com os hóspedes.
Ao longo deste período, a observação direta das práticas de vendas e atendimento permitiu identificar as oportunidades de melhoria, que embasam as recomendações apresentadas neste relatório. Estas sugestões estratégicas visam não apenas aumentar as receitas, mas também fortalecer o posicionamento do hotel no mercado e elevar a qualidade da experiência dos hóspedes.
Maximizing Revenue and strategic sales management are fundamental pillars for success in the hotel sector, characterized by a highly competitive environment and the constant need for innovation. This internship report focuses on the Hotel Es Príncep in Palma de Mallorca, with the aim of evaluating and optimizing sales management practices aimed at increasing financial perfomance and guest satisfaction. The research covers an in-depth analysis of market segmentation, the effectiveness of promotional packages, and the implementation of cross-selling and upselling techniques, integrated into strategic customers contact points, as a way of strengthening guest loyalty and increasing revenue. This work is the result of an 840-hour curricular internship, carried out between October and March at the Hotel Es Princep, a 5-star hotel belonging to the Mon Hotels group and a member of the Leading Hotels of the World network. Developed in the reception department, the internship provided an intensive 6-month experience, allowing for a detailed analysis of operations and interactions with guest. Throughout this period, direct observation of sales and service practices made it possible to identify opportunities for improvement, which form the basis of the recommendations presented in this report. These strategic suggestions aim not only to increase revenue, but also to strengthen the hotel's positioning in the market and raise the quality of the guest experience.
Maximizing Revenue and strategic sales management are fundamental pillars for success in the hotel sector, characterized by a highly competitive environment and the constant need for innovation. This internship report focuses on the Hotel Es Príncep in Palma de Mallorca, with the aim of evaluating and optimizing sales management practices aimed at increasing financial perfomance and guest satisfaction. The research covers an in-depth analysis of market segmentation, the effectiveness of promotional packages, and the implementation of cross-selling and upselling techniques, integrated into strategic customers contact points, as a way of strengthening guest loyalty and increasing revenue. This work is the result of an 840-hour curricular internship, carried out between October and March at the Hotel Es Princep, a 5-star hotel belonging to the Mon Hotels group and a member of the Leading Hotels of the World network. Developed in the reception department, the internship provided an intensive 6-month experience, allowing for a detailed analysis of operations and interactions with guest. Throughout this period, direct observation of sales and service practices made it possible to identify opportunities for improvement, which form the basis of the recommendations presented in this report. These strategic suggestions aim not only to increase revenue, but also to strengthen the hotel's positioning in the market and raise the quality of the guest experience.
Description
Relatório de estágio
Keywords
Gestão de vendas Fidelização de clientes Hotelaria Maximização de receitas Técnicas de venda Sales management Revenue maximization Hotel management Customer loyalty Sales techniques