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Publication
Gestão hoteleira no Ciprotur Hotel Group : relatório de estágio
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Authors
Advisor(s)
Abstract(s)
O presente trabalho visa relatar toda a experiência do estágio no Ciprotur Hotel Group, grupo hoteleiro que gere quatro hotéis no Arquipélago dos Açores: explicar o funcionamento do grupo, das suas infraestruturas e expor a aquisição de competências nos vários departamentos onde se realizou o estágio, nomeadamente receção, departamento operacional e departamento comercial.
O relatório é fundamentado com base em diversos autores, que contextualizam o sector turístico, a hotelaria e os vários departamentos desta atividade que garantem a prestação de um serviço de qualidade. Por fim, fala-se sobre a importância da relação com o cliente no momento que antecede a reserva, durante a estadia e após a mesma. Para isto, é feita uma explanação sobre a receção, que recebe e trata de todos os pedidos e reclamações dos clientes durante a sua estadia, e sobre o marketing hoteleiro e as políticas de Customer Relationship Management, que definem estratégias de interação com os consumidores de forma a entender e antecipar as suas necessidades, personalizando os serviços de acordo com as suas preferências.
Em termos metodológicos, neste trabalho foi aplicada a metodologia qualitativa. A participação direta e observação permitiram alcançar uma análise intensiva e descritiva, tornando viável a interpretação e explanação do progresso das atividades desenvolvidas.
ABSTRACT: The present work aims to report the entire internship experience at Ciprotur Hotel Group, a hotel group that manages four hotels in the Azores Archipelago. The hotel group operations and infrastructures were explained as well as the skill acquisition in the various departments where the internship was held, such as the front office, and both operational and commercial departments. The information of this report is based on several authors who contextualize the tourism sector, the hotel industry and the various departments of this activity that ensures a quality service and, finally, it’s explored the importance of the relationship with the client in the moment before reservation, during and after its stay. To do so, it is made an explanation about the reception, which receives the guest and deals with all their requests and complaints during their stay, and about the hotel marketing and Customer Relationship Management policies, which define the interaction strategies with consumers in order to understand and anticipate their needs and personalize hotel services according to their preferences. In methodological terms, in this work was applied the qualitative methodology. The direct participation and observation allowed to reach an intensive and descriptive analysis, making possible the interpretation and explanation of the developed activities progress.
ABSTRACT: The present work aims to report the entire internship experience at Ciprotur Hotel Group, a hotel group that manages four hotels in the Azores Archipelago. The hotel group operations and infrastructures were explained as well as the skill acquisition in the various departments where the internship was held, such as the front office, and both operational and commercial departments. The information of this report is based on several authors who contextualize the tourism sector, the hotel industry and the various departments of this activity that ensures a quality service and, finally, it’s explored the importance of the relationship with the client in the moment before reservation, during and after its stay. To do so, it is made an explanation about the reception, which receives the guest and deals with all their requests and complaints during their stay, and about the hotel marketing and Customer Relationship Management policies, which define the interaction strategies with consumers in order to understand and anticipate their needs and personalize hotel services according to their preferences. In methodological terms, in this work was applied the qualitative methodology. The direct participation and observation allowed to reach an intensive and descriptive analysis, making possible the interpretation and explanation of the developed activities progress.
Description
Mestrado, Gestão do Turismo Internacional, 15 de fevereiro de 2019, Universidade dos Açores.
Keywords
Ciprotur Hotel Group Comunicação na Empresa Gestão Hoteleira Marketing Commercial Department Operational Department Tourism
Citation
Melo, Ana Beatriz Braga. "Gestão hoteleira no Ciprotur Hotel Group ". 2019. 123 p.. (Mestrado em Gestão do Turismo Internacional). Ponta Delgada: Universidade dos Açores, 2018. [Consult. Dia Mês Ano]. Disponível em www:<http://hdl.handle.net/10400.3/5225>.