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Advisor(s)
Abstract(s)
As condições de limpeza e desinfeção no setor da Hotelaria e Turismo são
fundamentais para a satisfação dos hóspedes. O departamento de alojamento de uma
unidade hoteleira é aquele que gera maior percentagem de receita e é também um dos
departamentos com maior número de colaboradores. Apesar da sua importância, os
colaboradores do departamento de housekeeping sentem-se usualmente desmotivados
e desvalorizados. A motivação e a satisfação destes colaboradores têm um grande
impacto na produtividade e rentabilidade.
Neste sentido, este relatório de estagio tem como principal objetivo analisar o
departamento de housekeeping como setor prestador de serviços de qualidade tendo em
conta e a satisfação dos hóspedes e colaboradores. Para a sua realização foi executado
um estágio no departamento de Gestão de Operações onde se recolheram informações
sobre o serviço (tangível e intangível). Neste estudo foi utilizada uma metodologia
qualitativa, através de uma entrevista semiestruturada a 5 colaboradores de diferentes
níveis hierárquicos relacionados com o departamento. Com a intensão de conhecer a
opinião dos hóspedes realizou-se também um estudo de conteúdo a partir da análise dos
comentários realizados online e na plataforma interna. Procurou-se conhecer toda a
dinâmica existente no hotel com a intenção de garantir a veracidade do estudo e
adequabilidade das medidas propostas.
Os resultados deste estudo sugerem que, apesar da geral satisfação dos hóspedes,
o departamento necessita definir uma estratégia que pressupõe contínuos estudos de
mercado, auditorias e a envolvência de todos os ativos humanos (gestores e
operacionais). A falta de um líder no departamento impacta a qualidade de serviço e o
ambiente laboral entre os colaboradores. É um departamento muito exigente física e
psicologicamente, o que impacta a motivação e a eficiência dos colaboradores.
The cleanliness and disinfection conditions in the Hospitality sector are fundamental for the satisfaction of the guests. The accommodation department of a hotel is the one that generates the highest percentage of revenue and is also one of the departments with the highest number of employees. Despite their importance, employees of the housekeeping department usually feel unmotivated and devalued. The lack of motivation and satisfaction of these employees has a major impact on their productivity and profitability. In this sense, this internship report has as main objective to analyse the housekeeping department as a quality service provider taking into account the guest and employee satisfaction. For its accomplishment, an internship was carried out in the Operations Management department where information about the service (tangible and intangible) was collected. In this study, a quantitative methodology was used, through a semi—structured interview with 5 employees from different hierarchical levels related to the department. With the intention of knowing the opinion of the guests, a content study was carried out based on the analysis of the comments made online and on the internal platform. We tried to acknowledge all the existing dynamics in the hotel with the intention of guaranteeing the veracity of the study and the adequacy of the proposed measures. The results of this study suggest that, despite the general satisfaction of the guests, the department needs to define a strategy that assumes continuous market studies, audits and the involvement of all human assets (managers and operational). The lack of a leader in the department impacts the quality of service and the working environment among employees. It is a very demanding department, physically and psychologically, which impacts the motivation and efficiency of employees.
The cleanliness and disinfection conditions in the Hospitality sector are fundamental for the satisfaction of the guests. The accommodation department of a hotel is the one that generates the highest percentage of revenue and is also one of the departments with the highest number of employees. Despite their importance, employees of the housekeeping department usually feel unmotivated and devalued. The lack of motivation and satisfaction of these employees has a major impact on their productivity and profitability. In this sense, this internship report has as main objective to analyse the housekeeping department as a quality service provider taking into account the guest and employee satisfaction. For its accomplishment, an internship was carried out in the Operations Management department where information about the service (tangible and intangible) was collected. In this study, a quantitative methodology was used, through a semi—structured interview with 5 employees from different hierarchical levels related to the department. With the intention of knowing the opinion of the guests, a content study was carried out based on the analysis of the comments made online and on the internal platform. We tried to acknowledge all the existing dynamics in the hotel with the intention of guaranteeing the veracity of the study and the adequacy of the proposed measures. The results of this study suggest that, despite the general satisfaction of the guests, the department needs to define a strategy that assumes continuous market studies, audits and the involvement of all human assets (managers and operational). The lack of a leader in the department impacts the quality of service and the working environment among employees. It is a very demanding department, physically and psychologically, which impacts the motivation and efficiency of employees.
Description
Relatório de estágio
Keywords
Housekeeping Melhora contínua Princesa Yaiza Suite Hotel Resort Lanzarote (Espanha) Human resources Continuous improvement