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O presente Relatório de Estágio Curricular integra-se no âmbito do Mestrado em Gestão
Hoteleira da Universidade da Madeira. Ao longo deste trabalho apresentam-se as atividades
realizadas durante o estágio e desenvolve-se uma proposta de projeto intitulada “O Impacto
do Buffet na Satisfação dos Clientes: Estudo de Caso no Hotel Lopesan Costa Meloneras”.
Este projeto está diretamente relacionado com a experiência adquirida no estágio e procura
analisar de que forma a organização do espaço do buffet influencia a perceção de qualidade
e a satisfação global dos hóspedes. O estágio teve a duração de 800 horas (5 meses) e
permitiu a passagem por diversos departamentos do hotel, nomeadamente Relações
Públicas, Receção, Alimentação e Bebidas, Eventos e Direção. Esta experiência possibilitou
uma visão abrangente do funcionamento da unidade hoteleira e, em particular, do impacto
que o serviço de restauração tem na experiência dos clientes. O estudo analisou a influência
da organização e do layout do buffet de pequeno-almoço na satisfação dos hóspedes do Hotel
Lopesan Costa Meloneras, identificando como problemática principal o congestionamento
nos períodos de maior afluência, a existência de constrangimentos operacionais e o impacto
dessas falhas na perceção de qualidade e na reputação online. Para tal, foi adotada uma
metodologia de estudo de caso com abordagem mista, recorrendo à observação participante,
entrevistas semiestruturadas a colaboradores e análise de indicadores de satisfação e críticas
online. Os resultados evidenciaram que a disposição do buffet influencia diretamente a
experiência do hóspede, sendo propostas soluções como a reorganização do layout, melhoria
da sinalização, duplicação de pontos críticos e melhor gestão de fluxos, com o objetivo de
reduzir filas, aumentar a eficiência operacional e reforçar a satisfação global dos clientes.
Este estudo apresenta uma implicação prática ao demonstrar que a reorganização estratégica
do layout do buffet, através da melhoria dos fluxos de circulação, redistribuição de estações
de maior procura e reforço da sinalização, pode reduzir congestionamentos, aumentar a
eficiência operacional e melhorar a satisfação dos hóspedes. Em termos teóricos, reforça o
conceito de servicescape aplicado à hotelaria, evidenciando que o ambiente físico e a
organização espacial do serviço influenciam diretamente a perceção de qualidade, a
experiência do cliente e a intenção de recomendação.
This Internship Report is part of the Master’s Degree in Hotel Management at the University of Madeira. Throughout this work, the activities carried out during the internship are presented, and a project proposal entitled “The Impact of Buffet Layout on Customer Satisfaction: A Case Study at Lopesan Costa Meloneras Hotel” is developed. This project is directly related to the experience gained during the internship and seeks to analyze how the organization of the buffet space influences perceived quality and overall guest satisfaction. The internship lasted 800 hours (five months) and included rotations through several hotel departments, namely Public Relations, Front Office, Food and Beverage, Events, and Management. This experience provided a comprehensive understanding of the hotel’s operations and, in particular, the impact of food and beverage services on the guest experience. The study analyzed the influence of the organization and layout of the breakfast buffet on guest satisfaction at Lopesan Costa Meloneras Hotel, identifying as the main issue congestion during peak periods, the existence of operational constraints, and the impact of these shortcomings on perceived quality and online reputation. To address this, a case study methodology with a mixed-methods approach was adopted, combining participant observation, semi-structured interviews with staff members, and analysis of satisfaction indicators and online reviews. The results showed that the buffet layout directly influences the guest experience. Consequently, solutions were proposed, including layout reorganization, improved signage, duplication of high-demand stations, and better flow management, with the aim of reducing queues, increasing operational efficiency, and enhancing overall customer satisfaction. This study presents a practical implication by demonstrating that the strategic reorganization of the buffet layout—through improved circulation flows, redistribution of high-demand stations, and enhanced signage—can reduce congestion, increase operational efficiency, and improve guest satisfaction. From a theoretical perspective, it reinforces the concept of servicescape applied to hospitality, highlighting that the physical environment and spatial organization of the service directly influence perceived quality, guest experience, and intention to recommend.
This Internship Report is part of the Master’s Degree in Hotel Management at the University of Madeira. Throughout this work, the activities carried out during the internship are presented, and a project proposal entitled “The Impact of Buffet Layout on Customer Satisfaction: A Case Study at Lopesan Costa Meloneras Hotel” is developed. This project is directly related to the experience gained during the internship and seeks to analyze how the organization of the buffet space influences perceived quality and overall guest satisfaction. The internship lasted 800 hours (five months) and included rotations through several hotel departments, namely Public Relations, Front Office, Food and Beverage, Events, and Management. This experience provided a comprehensive understanding of the hotel’s operations and, in particular, the impact of food and beverage services on the guest experience. The study analyzed the influence of the organization and layout of the breakfast buffet on guest satisfaction at Lopesan Costa Meloneras Hotel, identifying as the main issue congestion during peak periods, the existence of operational constraints, and the impact of these shortcomings on perceived quality and online reputation. To address this, a case study methodology with a mixed-methods approach was adopted, combining participant observation, semi-structured interviews with staff members, and analysis of satisfaction indicators and online reviews. The results showed that the buffet layout directly influences the guest experience. Consequently, solutions were proposed, including layout reorganization, improved signage, duplication of high-demand stations, and better flow management, with the aim of reducing queues, increasing operational efficiency, and enhancing overall customer satisfaction. This study presents a practical implication by demonstrating that the strategic reorganization of the buffet layout—through improved circulation flows, redistribution of high-demand stations, and enhanced signage—can reduce congestion, increase operational efficiency, and improve guest satisfaction. From a theoretical perspective, it reinforces the concept of servicescape applied to hospitality, highlighting that the physical environment and spatial organization of the service directly influence perceived quality, guest experience, and intention to recommend.
Descrição
Palavras-chave
Satisfação do cliente Buffet Hotelaria Experiência do hóspede Lopesan Costa Meloneras Customer satisfaction Hospitality Guest experience Gestão Hoteleira . Escola Superior de Tecnologias e Gestão