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Abstract(s)
A indústria hoteleira ocupa um segmento de mercado em que a procura pela
qualidade dos serviços prestados é cada vez maior. Assim, as organizações vêm-se obrigadas
a aperfeiçoar os seus serviços tendo em conta a forte competitividade que existe no setor.
Neste sentido, as instituições de saúde começam a sentir a mesma necessidade e apostam na
implementação de serviços hoteleiros nas suas unidades. A hotelaria hospitalar veio
transformar este setor, que, até hoje, era visto apenas como um lugar de cura e tratamentos.
Para que a hotelaria hospitalar cumpra o papel de melhoria e humanização dos serviços, o
gestor de hotelaria hospitalar deve possuir um perfil congruente com o desempenhar das suas
funções tendo por base os objetivos organizacionais.
Com o principal objetivo de identificar o perfil do gestor de hotelaria hospitalar
comparativamente ao perfil do gestor de hotel, foi realizado um estudo qualitativo através do
método de estudos de caso, utilizando entrevistas semiestruturadas como instrumento de
recolha de informação a gestores hoteleiros, gestores de hotelaria hospitalar, recursos
humanos e diretores de associações de ambas as áreas. O estudo de caso I remete para os
gestores hoteleiros e o estudo de caso II para os gestores de hotelaria hospitalar.
As conclusões mostram semelhanças nas áreas de atuação e competências
necessárias para exercer a função de gestor e diferenças na formação académica e percurso
profissional dos profissionais. O estudo realizado demonstra a necessidade de
desenvolvimento curricular nos cursos de Gestão Hoteleira com unidades curriculares sobre
as áreas hospitalares.
The hotel industry holds a market segment in which the search for quality services is increasing. Thus, the organizations are obliged to perfect their services since there is a strong hustle in this sector. In this sense, health institutions start to feel the same need and they are implemeting hotel services on their facilities. The hospital management came to revigorate this sector which, until today, was seen only as a place for treatments and healing. In order for the hospital management to play its role of services’ improvement, their managers should hold a profile that is fitting to perfom their duties according to the organization goals. The main objective of this study was to identify and compare the profile of the hospital management manager with the profile of the hotel manager. To achieve this, a qualitative study was performed through the case studies method, using semi-structured interviews as an instrument of data collection to hotel managers, hospital management managers, human resources and association directors of both fields. The first case study follows the hotel managers whereas the second study shows the hospital management managers. In conclusion, similarities were found between both fields and the abilities needed to perform them although, differences of academic and professional background were also found between the two managers. Future studies on the hotel management area should focus on developing a higher background about hospital services.
The hotel industry holds a market segment in which the search for quality services is increasing. Thus, the organizations are obliged to perfect their services since there is a strong hustle in this sector. In this sense, health institutions start to feel the same need and they are implemeting hotel services on their facilities. The hospital management came to revigorate this sector which, until today, was seen only as a place for treatments and healing. In order for the hospital management to play its role of services’ improvement, their managers should hold a profile that is fitting to perfom their duties according to the organization goals. The main objective of this study was to identify and compare the profile of the hospital management manager with the profile of the hotel manager. To achieve this, a qualitative study was performed through the case studies method, using semi-structured interviews as an instrument of data collection to hotel managers, hospital management managers, human resources and association directors of both fields. The first case study follows the hotel managers whereas the second study shows the hospital management managers. In conclusion, similarities were found between both fields and the abilities needed to perform them although, differences of academic and professional background were also found between the two managers. Future studies on the hotel management area should focus on developing a higher background about hospital services.
Description
Dissertação de mestrado
Keywords
Hotelaria Hotelaria hospitalar Gestor Competências Perfil Hotel management Hospital management Manager Skills Profile