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Hotel Lopesan Costa Meloneras Resort & SPA Gran Canaria
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O presente relatório descreve o estágio curricular realizado no Hotel Lopesan
Costa Meloneras Resort & Spa, em Gran Canaria, entre 17 de fevereiro e 17 de julho
de 2025, como parte do percurso para a conclusão do Mestrado em Gestão Hoteleira
da Universidade da Madeira em associação com o Instituto Politécnico de Leiria.
Durante este período, o estágio decorreu em diversos departamentos, incluindo
Relações-Públicas, Receção, Direção, Eventos e Food & Beverage (Bares e
Restaurantes), permitindo uma visão abrangente da operação de um resort de luxo e a
aplicação prática de conhecimentos teóricos adquiridos ao longo da licenciatura e
mestrado. Através da realização do estágio foi possível investigar em que medida a
implementação de uma funcionalidade digital para o registo e gestão de restrições
alimentares no serviço de pequeno-almoço pode contribuir para a redução dos tempos
de atendimento, para a diminuição da dependência da intervenção manual do chefe de
sala e para a melhoria da experiência do hóspede num resort de cinco estrelas. Partindo
da identificação de ineficiências operacionais no atendimento a clientes com
necessidades alimentares específicas, a investigação analisa o potencial da integração
tecnológica, através da aplicação móvel e da associação à pulseira de acesso ao buffet,
como instrumento estratégico para reforçar a eficiência operacional, a personalização
do serviço e a competitividade da unidade hoteleira. A metodologia utilizada foi estudo
de caso com métodos mistos: medição dos tempos de atendimento a pedidos especiais,
observação participante do serviço e análise de feedback dos hóspedes (ReviewPro),
com triangulação de dados para sustentar a proposta de melhoria digital. A principal
conclusão do estudo é que as ineficiências operacionais no atendimento de hóspedes
com restrições alimentares, especialmente os atrasos e a excessiva centralização de
responsabilidades no chefe de sala, comprometem a fluidez do serviço, afetam
negativamente a experiência do hóspede e têm impacto direto na reputação online do
resort, sendo a digitalização dos processos a solução estratégica mais eficaz para
melhorar simultaneamente a eficiência operacional, a personalização do serviço e a
competitividade da unidade hoteleira. O estágio realizado contribuiu para a obtenção de
conhecimentos técnicos e operacionais sobre funções em diferentes departamentos e
proporcionou ainda o desenvolvimento de múltiplas competências que contribuíram
para um desenvolvimento pessoal e profissional futuro.
This report describes the curricular internship carried out at the Lopesan Costa Meloneras Resort & Spa Hotel, in Gran Canaria, between February 17 and July 17, 2025, as part of the requirements for completing the Master’s degree in Hotel Management at the University of Madeira in association with the Polytechnic Institute of Leiria. During this period, the internship took place across several departments, including Public Relations, Front Office, Management, Events, and Food & Beverage (Bars and Restaurants), providing a comprehensive understanding of the operations of a luxury resort and enabling the practical application of theoretical knowledge acquired throughout the undergraduate and master’s programs. Through this internship, it was possible to investigate to what extent the implementation of a digital functionality for recording and managing dietary restrictions during breakfast service can contribute to reducing service times, decreasing reliance on manual intervention by the head waiter, and improving the guest experience in a five-star resort. Based on the identification of operational inefficiencies in serving guests with specific dietary needs, the study analyzes the potential of technological integration—through the mobile application and its linkage to the buffet access wristband—as a strategic tool to enhance operational efficiency, service personalization, and the hotel’s competitiveness. The methodology adopted was a case study using mixed methods: measurement of service times for special requests, participant observation of the service, and analysis of guest feedback (ReviewPro), with data triangulation supporting the proposed digital improvement. The main conclusion of the study is that operational inefficiencies in serving guests with dietary restrictions—particularly delays and the excessive centralization of responsibilities in the head waiter—compromise service flow, negatively affect the guest experience, and directly impact the resort’s online reputation. Process digitalization emerges as the most effective strategic solution to simultaneously improve operational efficiency, service personalization, and the competitiveness of the hotel unit. The internship contributed to the acquisition of technical and operational knowledge across different departments and fostered the development of multiple skills that support future personal and professional growth.
This report describes the curricular internship carried out at the Lopesan Costa Meloneras Resort & Spa Hotel, in Gran Canaria, between February 17 and July 17, 2025, as part of the requirements for completing the Master’s degree in Hotel Management at the University of Madeira in association with the Polytechnic Institute of Leiria. During this period, the internship took place across several departments, including Public Relations, Front Office, Management, Events, and Food & Beverage (Bars and Restaurants), providing a comprehensive understanding of the operations of a luxury resort and enabling the practical application of theoretical knowledge acquired throughout the undergraduate and master’s programs. Through this internship, it was possible to investigate to what extent the implementation of a digital functionality for recording and managing dietary restrictions during breakfast service can contribute to reducing service times, decreasing reliance on manual intervention by the head waiter, and improving the guest experience in a five-star resort. Based on the identification of operational inefficiencies in serving guests with specific dietary needs, the study analyzes the potential of technological integration—through the mobile application and its linkage to the buffet access wristband—as a strategic tool to enhance operational efficiency, service personalization, and the hotel’s competitiveness. The methodology adopted was a case study using mixed methods: measurement of service times for special requests, participant observation of the service, and analysis of guest feedback (ReviewPro), with data triangulation supporting the proposed digital improvement. The main conclusion of the study is that operational inefficiencies in serving guests with dietary restrictions—particularly delays and the excessive centralization of responsibilities in the head waiter—compromise service flow, negatively affect the guest experience, and directly impact the resort’s online reputation. Process digitalization emerges as the most effective strategic solution to simultaneously improve operational efficiency, service personalization, and the competitiveness of the hotel unit. The internship contributed to the acquisition of technical and operational knowledge across different departments and fostered the development of multiple skills that support future personal and professional growth.
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Palavras-chave
Estágio Gestão hoteleira Experiência do cliente Food & Beverage Restrições alimentares Resort Buffet Internship Hospitality management Customer experience Dietary restrictions Gestão Hoteleira . Escola Superior de Tecnologias e Gestão