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Authors
Advisor(s)
Abstract(s)
A generalidade dos hotéis apresenta um serviço que nem sempre deixa o cliente
satisfeito, coexistindo diferentes perspetivas no que concerne o valor acrescentado dos
produtos, do ponto de vista do gestor, e aquilo que se poderá designar pela experiência
do turista e a forma como este perceciona o serviço. No sentido de mudar esse paradigma
e responder a tendências atuais, as unidades hoteleiras começam a demonstrar uma
maior preocupação com a sustentabilidade e a personalização do serviço, muito embora
ainda estejam muito longe de alcançar um patamar de sustentabilidade percebido pelo
cliente.
Este projeto visa desenvolver um projeto para a criação de um hotel com
infraestruturas adequadas a clientes com dificuldades de mobilidade, física, visual ou
auditiva, criando acessos em todas as áreas comuns para que os mesmos se sintam
integrados. Para além dessa vertente, o hotel primará pela sustentabilidade, desde as
fontes de energia utilizadas, passando pela economia circular, no sentido de abranger
todos os critérios de sustentabilidade e políticas de desenvolvimento sustentável. Para
além das infraestruturas, o principal elemento diferenciador deste hotel será o tipo de
serviço oferecido aos clientes, que será personalizado, permitindo aos mesmos visitar
sem preocupações vários destinos e até experienciar atividades completamente
inovadoras.
Tendo por base este pressupostos, definiram-se objetivos específicos que se
encontram orientados para a sustentabilidade e adaptabilidade, sendo eles os seguintes:
a definição de estratégias de economia circular na infraestrutura paisagística do hotel; o
desenvolvimento da procura pelo serviço diferenciador na área da hotelaria e turismo; o
desenvolvimento de solução para mobilidade reduzida; o aumento da utilização de
energias renováveis; a definição de novas estratégias de sustentabilidade na hotelaria;
Recorrendo à elaboração de um plano de negócios, no âmbito do
desenvolvimento deste projeto, realizou-se uma a análise de mercado, tendo por base
um inquérito por questionário aplicado a profissionais de hotelaria e turismo e a
viajantes e turistas, no sentido de permitir recolher e confrontar diferentes perspetivas
relativas à temática da inclusão e da sustentabilidade. Procedeu-se ainda à análise
económica e financeira através do modelo FINICIA desenvolvido por IAPMEI – Agência para a Competitividade e Inovação que permitiu analisar a rendibilidade e viabilidade da
empresa.
Como principais resultados encontramos um VAL positivo nos três métodos
utilizados. Sendo estes métodos o pós financiamento, com um VAL positivo de
2 632 489€, o pré-financiamento, com um VAL positivo de 1 466 645€ e o investidor,
com um VAL positivo de 1 883 207€.
Concluímos que o projeto é viável uma vez que o VAL é positivo nos três métodos
referidos. Este plano de negócios demonstra que o projeto pode avançar para a
concretização efetiva.
Most hotels present services that do not always lead to customer satisfaction. Presently, different perspectives coexist regarding the added value of products both from the manager's point of view, and what may be called the tourist experience and how tourists perceive service. To change this paradigm and keep up with current trends, hotels are beginning to demonstrate a greater concern with sustainability and the tailoring of service, although they are still far from reaching a level of sustainability perceived by the customer. This project aims to develop a project for the creation of a hotel with adequate infrastructure for customers with mobility difficulties, physical, visual, or hearing, creating access in all common areas, to make them feel integrated. Besides this aspect, the hotel will excel in sustainability, with sustainable policies ranging from the energy sources to the application of circular economy principles, aiming to comply with sustainability criteria and sustainable development policies. In addition to the infrastructures, the main differentiating element of this hotel will be the type and quality of service offered to customers, which will be personalized, allowing them to visit various destinations without worries and even experience completely innovative activities. Based on these assumptions, specific objectives were defined that are steered towards sustainability and adaptability, namely: the definition of circular economy strategies in the hotel's landscape infrastructure; the encouragement of demand for differentiated service in the hospitality and tourism area; the development of solutions for reduced mobility; the increased use of renewable energies; the definition of new sustainability strategies in the hospitality industry. These premises led to the development of a business plan as part of this project, making it necessary to carry out a market analysis. This analysis was based on questionnaires applied to hospitality and tourism professionals and travelers and tourists, in order to collect and compare different perspectives on the theme of inclusion and sustainability. In addition, economic and financial analysis through the FINICIA model developed by IAPMEI - Agency for Competitiveness and Innovation was also carried out, making it possible analyze the profitability and viability of the company. As main results we found a positive VAL in the three methods used. These methods are post-financing, with a positive VAL of 2 632 489€, pre-financing, with a positive VAL of 1 466 645€ and investor, with a positive VAL of 1 883 207€. We conclude that the project is viable, since the VAL is positive in all three methods. This business plan demonstrates that the project can move forward to effective fulfillment.
Most hotels present services that do not always lead to customer satisfaction. Presently, different perspectives coexist regarding the added value of products both from the manager's point of view, and what may be called the tourist experience and how tourists perceive service. To change this paradigm and keep up with current trends, hotels are beginning to demonstrate a greater concern with sustainability and the tailoring of service, although they are still far from reaching a level of sustainability perceived by the customer. This project aims to develop a project for the creation of a hotel with adequate infrastructure for customers with mobility difficulties, physical, visual, or hearing, creating access in all common areas, to make them feel integrated. Besides this aspect, the hotel will excel in sustainability, with sustainable policies ranging from the energy sources to the application of circular economy principles, aiming to comply with sustainability criteria and sustainable development policies. In addition to the infrastructures, the main differentiating element of this hotel will be the type and quality of service offered to customers, which will be personalized, allowing them to visit various destinations without worries and even experience completely innovative activities. Based on these assumptions, specific objectives were defined that are steered towards sustainability and adaptability, namely: the definition of circular economy strategies in the hotel's landscape infrastructure; the encouragement of demand for differentiated service in the hospitality and tourism area; the development of solutions for reduced mobility; the increased use of renewable energies; the definition of new sustainability strategies in the hospitality industry. These premises led to the development of a business plan as part of this project, making it necessary to carry out a market analysis. This analysis was based on questionnaires applied to hospitality and tourism professionals and travelers and tourists, in order to collect and compare different perspectives on the theme of inclusion and sustainability. In addition, economic and financial analysis through the FINICIA model developed by IAPMEI - Agency for Competitiveness and Innovation was also carried out, making it possible analyze the profitability and viability of the company. As main results we found a positive VAL in the three methods used. These methods are post-financing, with a positive VAL of 2 632 489€, pre-financing, with a positive VAL of 1 466 645€ and investor, with a positive VAL of 1 883 207€. We conclude that the project is viable, since the VAL is positive in all three methods. This business plan demonstrates that the project can move forward to effective fulfillment.
Description
Trabalho de projeto
Keywords
Adaptabilidade Diferenciação Estratégia Inclusão Inovação Sustentabilidade Adaptability Differentiation Strategy Inclusion Innovation Sustainability