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Abstract(s)
O setor dos grupos e eventos tem vindo, ao longo das últimas décadas, a assumir um papel
preponderante e efetivo na realidade das unidades hoteleiras.
De facto, esta área assume um papel importante no que respeita à estratégia e ao
posicionamento desses empreendimentos turísticos. Constata-se, portanto, nos últimos anos,
uma aposta por parte dos hoteleiros neste campo e em novos produtos, serviços, inovação,
manutenção e desenvolvimento de acessibilidades. Tal acontece pelo facto de ser a principal
fonte de receita e pelos governos considerarem a área como economicamente benéfica para o
país, em termos de posicionamento e consequentes visitas. Associado aos grupos e eventos, tem
vindo a estar o departamento de F&B, uma vez que proporciona uma oferta mais completa, assim
como todos os outros departamentos que trabalham em conjunto e com o propósito de que é
alcançado tudo o que o cliente contrata e espera. É o caso do segmento Meetings, Incentives,
Conferences and Exhibitions (MICE), cujo serviço carece de todos os outlets.
A lacuna bibliográfica existente em termos de comunicação interdepartamental e, mais
ainda, em termos da enumeração procedimental, quando se trata de grupos e eventos em
unidades hoteleiras, levou à investigação dessas mesmas questões.
Pretende-se, assim, a descrição dos vários processos e procedimentos a ter em conta nas
várias etapas exigidas pelas reservas de grupos e eventos, assim como a relação entre os diversos
outlets e estes mesmos processos e procedimentos.
Com base nisto, é ainda intenção do presente relatório sistematizar informação relativa
ao tema, aplicando-a à realidade de uma unidade hoteleira, por forma a validar a importância da
comunicação interdepartamental nos processos e procedimentos inerentes às reservas de
grupos e eventos.
The groups and events' sector has reached, during the last decades, a leading and effective role in hotel units' reality. In fact, groups and events assume an important role on what concerns strategy and positioning of those same tourism units. The market has faced, over the last years, a strong investment from hoteliers in this particular field, as well as in new products, services, innovation, maintenance and accessibilities. All these factors are hoteliers' main source of income, as well as the Government's way to benefit from the country's positioning and consequent number of visitors. Associated to Groups and Events, the Food & Beverage (F&B) department provides a wider and more complete offer to the client, as well as the remaining departments, which work along aiming the same goal: to reach all customers' needs and demands. The MICE segment is, therefore, a true case on Interdepartmental dependence, since its service is dependent of all outlets. The lack of existing bibliography regarding the Interdepartmental communication and, moreover, in terms of procedures' description, on what concerns groups and events in hotel units, led to the investigation of these same questions. It is, therefore, intended to describe the several processes and procedures during the different steps of groups and events' reservations, as well as the relation between the different outlets and those same processes and procedures. Based on this, the present work also intends to systematize the information related to the topic, applying it to a hotel unit's reality, as a way of validating the importance of communication in the processes and procedures inherent to the groups and events' reservation process.
The groups and events' sector has reached, during the last decades, a leading and effective role in hotel units' reality. In fact, groups and events assume an important role on what concerns strategy and positioning of those same tourism units. The market has faced, over the last years, a strong investment from hoteliers in this particular field, as well as in new products, services, innovation, maintenance and accessibilities. All these factors are hoteliers' main source of income, as well as the Government's way to benefit from the country's positioning and consequent number of visitors. Associated to Groups and Events, the Food & Beverage (F&B) department provides a wider and more complete offer to the client, as well as the remaining departments, which work along aiming the same goal: to reach all customers' needs and demands. The MICE segment is, therefore, a true case on Interdepartmental dependence, since its service is dependent of all outlets. The lack of existing bibliography regarding the Interdepartmental communication and, moreover, in terms of procedures' description, on what concerns groups and events in hotel units, led to the investigation of these same questions. It is, therefore, intended to describe the several processes and procedures during the different steps of groups and events' reservations, as well as the relation between the different outlets and those same processes and procedures. Based on this, the present work also intends to systematize the information related to the topic, applying it to a hotel unit's reality, as a way of validating the importance of communication in the processes and procedures inherent to the groups and events' reservation process.
Description
Relatório de estágio
Keywords
Comunicação interdepartamental Turismo Hotelaria Departamento comercial Vendas Marketing Grupos Eventos Crowne Plaza Porto Communication Tourism Hospitality Commercial department Sales Marketing Groups Events