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Abstract(s)
O objetivo deste trabalho consiste em estudar de que forma respondem os hotéis de topo às motivações do turista de luxo, usando para o efeito um estudo de caso realizado no Hotel Six Senses Douro Valley. Em hotelaria de topo, graças à forte interação humana, os clientes atribuem um elevado valor à forma como são recebidos e tratados, a experiência é avaliada como um todo e todos os detalhes contam. Assim, pensamos ser importante entender a influência do consumo do turista de luxo nos serviços oferecidos pelos hotéis, verificar de que forma se manifesta o envolvimento dos colaboradores na perceção da experiência vivenciada pelo turista de luxo e analisar que estratégias de inovação e diferenciação existem para que a satisfação do hóspede seja plena.
No desenvolvimento do presente estudo optámos por uma abordagem metodológica qualitativa usando o estudo de caso como forma de pesquisa. Baseámo-nos em entrevistas semiestruturadas, aplicadas a 17 secções do hotel, e na observação direta, que foi concretizada pela deslocação do investigador para o hotel durante 5 dias, onde se integrou como residente.
Constatou-se, através dos dados obtidos, que o turista tem uma influência direta na planificação e organização dos produtos oferecidos, que são cada vez mais personalizados e variados sem perder de vista a qualidade e a sustentabilidade, quer social quer ambiental, conceitos intrínsecos ao sucesso do hotel. Foi também verificado que os colaboradores se envolvem completamente no serviço que prestam ao seu hóspede e, por essa via, a experiência que o turista vive não pode ser isolada da forma como lhe é oferecida.
Pode concluir-se que o luxo discreto encontrado neste hotel vai de encontro ao perfil do turista de luxo por recurso a estratégias como recursos humanos, tecnologias, instalações, inovação e diferenciação em serviços, qualidade e sustentabilidade, pelo que se considera que foi possível cumprir aceitavelmente o objetivo geral do estudo.
The objective of this work is to study how the top hotels respond to the motivations of the luxury tourist, using a case study carried out at the Hotel Six Senses Douro Valley. In top hospitality, thanks to strong human interaction, customers attach a high value to the way they are received and treated, the experience is valued as a whole and all details count. Thus, we think it is important to understand the influence of luxury tourist consumption on the services offered by the hotels, to verify how the employees' involvement in the perception of the experience experienced by the luxury tourist manifests and to analyze which strategies of innovation and differentiation exist for the satisfaction of the guest is full. In the development of the present study we opted for a qualitative methodological approach using the case study as a form of research. We were based on semi-structured interviews, applied to 17 sections of the hotel, and direct observation, which was accomplished by the trip of the researcher to the hotel for 5 days, where he became a resident. Based on the data obtained, the tourist has a direct influence on the planning and organization of the products offered, which are increasingly personalized and varied without losing sight of the quality and sustainability, both social and environmental, concepts intrinsic to the success of the hotel. It was also verified that employees are completely involved in the service they provide to their guest and, for this reason, the experience that the tourist lives cannot be isolated in the way it is offered. It can be concluded that the discreet luxury found in this hotel meets the profile of the luxury tourist by using human resources, technologies, facilities, innovation and differentiation in services, quality and sustainability, and it is considered that it was possible to acceptably comply the general objective of the study.
The objective of this work is to study how the top hotels respond to the motivations of the luxury tourist, using a case study carried out at the Hotel Six Senses Douro Valley. In top hospitality, thanks to strong human interaction, customers attach a high value to the way they are received and treated, the experience is valued as a whole and all details count. Thus, we think it is important to understand the influence of luxury tourist consumption on the services offered by the hotels, to verify how the employees' involvement in the perception of the experience experienced by the luxury tourist manifests and to analyze which strategies of innovation and differentiation exist for the satisfaction of the guest is full. In the development of the present study we opted for a qualitative methodological approach using the case study as a form of research. We were based on semi-structured interviews, applied to 17 sections of the hotel, and direct observation, which was accomplished by the trip of the researcher to the hotel for 5 days, where he became a resident. Based on the data obtained, the tourist has a direct influence on the planning and organization of the products offered, which are increasingly personalized and varied without losing sight of the quality and sustainability, both social and environmental, concepts intrinsic to the success of the hotel. It was also verified that employees are completely involved in the service they provide to their guest and, for this reason, the experience that the tourist lives cannot be isolated in the way it is offered. It can be concluded that the discreet luxury found in this hotel meets the profile of the luxury tourist by using human resources, technologies, facilities, innovation and differentiation in services, quality and sustainability, and it is considered that it was possible to acceptably comply the general objective of the study.
Description
Dissertação de mestrado
Keywords
Luxo Hotelaria Turismo Experiências Inovação Sustentabilidade Luxury Hospitality Tourism Experiences Innovation Sustainability
Pedagogical Context
Citation
Publisher
Instituto Politécnico do Porto. Escola Superior de Hotelaria e Turismo