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Advisor(s)
Abstract(s)
A presente dissertação investiga as barreiras e desafios enfrentados por
hóspedes com surdez profunda ou total em estabelecimentos hoteleiros, visando
identificar dificuldades de acessibilidade e propor soluções inclusivas.
O estudo destaca a crescente importância da inclusão de pessoas com
deficiência auditiva no setor da hospitalidade, evidenciando ainda lacunas
consideráveis em termos de acessibilidade nos estabelecimentos hoteleiros.
Inicialmente, a pesquisa contextualiza a surdez profunda como uma condição que
afeta a comunicação e interação dos hóspedes e enfatiza a necessidade de
adaptações físicas e comunicacionais nos hotéis. A literatura aponta medidas como
sistemas de alerta visual, legendas em videos, informações em Língua Gestual
Portuguesa e formação para funcionários que lidam diretamente com pessoas
surdas.
Este estudo descritivo e exploratório, de abordagem qualitativa, recolheu
dados por meio de entrevistas com 14 pessoas, incluindo especialistas da
comunidade surda, hóspedes com surdez profunda ou total e profissionais do setor
hoteleiro. Os resultados revelam que a maioria dos hotéis não está completamente
preparada para atender adequadamente hóspedes com surdez profunda ou total.
Os principais desafios mencionados incluem barreiras de comunicação, de
segurança, privacidade e falta de conhecimento das necessidades dessa população.
Quanto as sugestões de melhoria, destacam—se questões de comunicação,
de segurança,
de formação dos colaboradores,
de procedimentos e organização dos
estabelecimentos hoteleiros e de postura e comportamento dos funcionários. Os
resultados sublinham a necessidade urgente de intervenções específicas para
melhorar a experiência de hóspedes com surdez profunda ou total em hotéis.
This dissertation investigates the barriers and challenges faced by guests with profound or total deafness in hotels, aiming to identify accessibility difficulties and propose inclusive solutions. The study highlights the growing importance of including people with hearing impairments in the hospitality sector, while also pointing out significant gaps in accessibility within hotels. Initially, the research contextualizes profound deafness as a condition that affects guests' communication and interaction, emphasizing the need for physical and communicational adaptations in hotels. Based on the literature, suggested measures include visual alert systems, subtitles in videos, information in Portuguese Sign Language, and training for staff who interact directly with deaf guests. This descriptive and exploratory study, using a qualitative approach, gathered data through interviews with fourteen individuals, including specialists from the deaf community, guests with profound or total deafness, and hotel professionals. The results reveal that most hotels are not fully prepared to adequately accommodate guests with profound or total deafness. The main challenges mentioned include communication barriers, safety concerns, privacy issues, and a lack of awareness regarding the needs of this population. Regarding suggestions for improvement, the research highlights issues related to communication, safety, staff training, hotel procedures and organization, as well as staff attitudes and behavior. The results underscore the urgent need for specific interventions to enhance the experience of guests with profound or total deafness in hotels.
This dissertation investigates the barriers and challenges faced by guests with profound or total deafness in hotels, aiming to identify accessibility difficulties and propose inclusive solutions. The study highlights the growing importance of including people with hearing impairments in the hospitality sector, while also pointing out significant gaps in accessibility within hotels. Initially, the research contextualizes profound deafness as a condition that affects guests' communication and interaction, emphasizing the need for physical and communicational adaptations in hotels. Based on the literature, suggested measures include visual alert systems, subtitles in videos, information in Portuguese Sign Language, and training for staff who interact directly with deaf guests. This descriptive and exploratory study, using a qualitative approach, gathered data through interviews with fourteen individuals, including specialists from the deaf community, guests with profound or total deafness, and hotel professionals. The results reveal that most hotels are not fully prepared to adequately accommodate guests with profound or total deafness. The main challenges mentioned include communication barriers, safety concerns, privacy issues, and a lack of awareness regarding the needs of this population. Regarding suggestions for improvement, the research highlights issues related to communication, safety, staff training, hotel procedures and organization, as well as staff attitudes and behavior. The results underscore the urgent need for specific interventions to enhance the experience of guests with profound or total deafness in hotels.
Description
Dissertação de mestrado
Keywords
Surdez profunda ou total Estabelecimentos hoteleiros Acessibilidade Hotéis Inclusão Comunicação Hospitalidade Profound or total deafness Hotels Accessibility Inclusion Communication Hospitality