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Abstract(s)
Este trabalho é o resultado da aplicação prática dos conhecimentos adquiridos no Mestrado de Direção Hoteleira, através da realização de um estagio e visa a criação de um manual de boas praticas a aplicar a qualquer unidade hoteleira. Pretende-se com este trabalho criar orientações ao nível das duas areas essenciais do Hotel; alojamento (reservas) e F&B, Food and Bevarage, (compras), tentando elevar o serviço ao nivel da excelência, a tentativa da standardização e da eliminação do erro. O objetivo será a retenção do cliente, a fidelização e a sustentabilidade do negocio.
Considerando que a concorrência aumenta e o grau de exigência do cliente é cada vez maior, e urgente criar modelos que nos permitam estar ao nivel dos melhores do mercado.
No seguimento desta linha de pensamento, a criaçao de um manual de boas praticas hoteleiras, revela-se como uma boa alternativa para consulta e aplicabilidade dos procedimentos corretos em hotelaria.
Under the Hotel Management master's degree purvievv, vve Were proposed to do a curricular internship at a hotel, Where vve should, during that time, address and investigate a topic considered pertinent. This thesis aims to create guidelines of tvvo key areas of a Hotel; accommodation (reservations) and F&B (purchasing), trying to raise the level of service excellence, to attempt the standardization and the improvement of the errors. The goal is customer retention, loyalty and the sustainability of the business. Whereas the competition increases and the degree of client requirement are increasing, there is an urgent need to create templates that allovv us to be at the level of the best in the market. Follovving this line of thought, the creation of a handbook of good practices is a good preparation for the correct procedures to have when vvorking in any hotel.
Under the Hotel Management master's degree purvievv, vve Were proposed to do a curricular internship at a hotel, Where vve should, during that time, address and investigate a topic considered pertinent. This thesis aims to create guidelines of tvvo key areas of a Hotel; accommodation (reservations) and F&B (purchasing), trying to raise the level of service excellence, to attempt the standardization and the improvement of the errors. The goal is customer retention, loyalty and the sustainability of the business. Whereas the competition increases and the degree of client requirement are increasing, there is an urgent need to create templates that allovv us to be at the level of the best in the market. Follovving this line of thought, the creation of a handbook of good practices is a good preparation for the correct procedures to have when vvorking in any hotel.
Description
Keywords
Compras Hotel InterContinental Manual de boas praticas em hotelaria Porto Reservas Purchasing Hotel good practices handbook Reservations
Citation
Publisher
Instituto Politécnico do Porto. Escola Superior de Hotelaria e Turismo