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Proposta de implementação de um sistema de gestão de qualidade e ambiente num hotel de 5 estrelas
| Name: | Description: | Size: | Format: | |
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| 3.4 MB | Adobe PDF |
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Abstract(s)
O presente relatório de Estágio Curricular integra-se no âmbito do Mestrado em
Gestão Hoteleira na Universidade da Madeira. Ao longo deste trabalho abordam-se as
tarefas realizadas em estágio e ainda, apresenta-se uma proposta de projeto denominada
‘Proposta de Implementação de um Sistema de Gestão de Qualidade e Ambiente num
Hotel de 5 Estrelas’. Este projeto está inteiramente ligado com a temática do estágio e
assenta na implementação de um Sistema de Gestão de Qualidade e Ambiente, o que
poderá servir de base para a certificação do hotel, onde se realiza o estágio, pelas normas
NP EN ISO 9001:2015 e NP EN ISO ISO 14001:2015.
O estágio teve a duração de 800 horas (6 meses) e contemplou os principais
departamentos do hotel, nomeadamente: Direção, Departamento de Alojamento,
Departamento de Comidas e Bebidas, Departamento de Relações Públicas e
Departamento Comercial.
O documento inicia-se com uma apresentação e contextualização da entidade
hoteleira que acolheu o estágio, com referência à história e evolução do grupo hoteleiro
Meliá Hotels International. Posteriormente, procede-se ao enquadramento teórico sobre
a temática em análise, seguido da descrição das tarefas realizadas ao longodo estágio. No
capítulo 5 apresentam-se todos os procedimentos, documentos e processos adotados na
obtenção da certificação do SGQA.
Por último, optou-se por recolher as opiniões e perceções de organizações hoteleiras
certificadas, a fim de se validar se os Sistemas de Gestão impactam o desempenho
operacional das mesmas. Os resultados obtidos fornecem evidências de que a
implementação das Normas ISO influencia significativamente a performance das
organizações hoteleiras. Além disso, observa-se que o comprometimento das empresas é
um dos fatores chave que poderá determinar o sucesso da certificação em SG.
The present Internship Report is part of the master's degree program in Hotel Management at the University of Madeira. Throughout this work, the tasks performed during the internship are discussed, and a project proposal entitled 'From Sustainability to Quality in the Hotels of Madeira Island' is presented. This project is closely related to the internship theme and focuses on the implementation of a Quality and Environmental Management System, which may serve as the basis for the certification of the hotel where the internship took place, according to the NP EN ISO 9001:2015 and NP EN ISO 14001:2015 standards. The internship lasted for 800 hours (6 months) and covered the main departments of the hotel, namely: Management, Accommodation Department, Food and Beverage Department, Public Relations Department, and Commercial Department. The document begins with a presentation and contextualization of the hotel entity in question, with reference to the history and evolution of the MHI Hotel Group. Subsequently, a theoretical framework on the analyzed topic is provided, followed by a description of the tasks performed during the internship period. The fifth part outlines all the procedures, documents, and processes adopted in obtaining the QEMS certification. Finally, it was decided to gather the opinions and perceptions of certified Hotel Organizations to validate whether Management Systems impact their operational performance. The results obtained provide evidence that the implementation of ISO Standards significantly influences the performance of hotel organizations. Futhermore, it is observed that the commitment of companies is one of the key factors that can determine the success of SG certification.
The present Internship Report is part of the master's degree program in Hotel Management at the University of Madeira. Throughout this work, the tasks performed during the internship are discussed, and a project proposal entitled 'From Sustainability to Quality in the Hotels of Madeira Island' is presented. This project is closely related to the internship theme and focuses on the implementation of a Quality and Environmental Management System, which may serve as the basis for the certification of the hotel where the internship took place, according to the NP EN ISO 9001:2015 and NP EN ISO 14001:2015 standards. The internship lasted for 800 hours (6 months) and covered the main departments of the hotel, namely: Management, Accommodation Department, Food and Beverage Department, Public Relations Department, and Commercial Department. The document begins with a presentation and contextualization of the hotel entity in question, with reference to the history and evolution of the MHI Hotel Group. Subsequently, a theoretical framework on the analyzed topic is provided, followed by a description of the tasks performed during the internship period. The fifth part outlines all the procedures, documents, and processes adopted in obtaining the QEMS certification. Finally, it was decided to gather the opinions and perceptions of certified Hotel Organizations to validate whether Management Systems impact their operational performance. The results obtained provide evidence that the implementation of ISO Standards significantly influences the performance of hotel organizations. Futhermore, it is observed that the commitment of companies is one of the key factors that can determine the success of SG certification.
Description
Keywords
Qualidade Ambiente Norma ISO 9001 Norma ISO 14001 Meliá Madeira Mare Performance Quality Environment ISO 9001 standard ISO 14001 standard Meliá Madeira Mare Gestão Hoteleira . Escola Superior de Tecnologias e Gestão