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Análise das competências técnicas e psicológicas dos colaboradores da hotelaria: estudo de caso da Savoy Signature
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| 7.16 MB | Adobe PDF |
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Advisor(s)
Abstract(s)
A cadeia hoteleira Savoy Signature exige uma grande envolvência e dedicação da parte
dos seus colaboradores, de forma a proporcionar um serviço de excelência aos seus
clientes, para que esta se possa diferenciar e destacar no mercado hoteleiro.
Este estudo tem como objetivo principal analisar as competências técnicas e psicológicas
dos colaboradores da hotelaria, tendo como estudo de caso a cadeia hoteleira Savoy
Signature. Através da abordagem das competências técnicas e psicológicas e da sua
importância para o sucesso da hotelaria, relacionando com a cadeia hoteleira em estudo.
Pretende-se abordar a importância do setor hoteleiro na atividade económica a diferentes
níveis, com foco na realidade da Ilha da Madeira, visto a cadeia hoteleira em estudo estar
aqui localizada. Posteriormente, realiza-se uma breve descrição da Savoy Signature de
uma forma geral e de cada uma das suas unidades hoteleiras em particular. Por fim,
identifica-se e descreve-se as competências técnicas e psicológicas dos colaboradores da
hotelaria e a sua importância para o sucesso da hotelaria.
Como metodologia, é utilizada a metodologia mista, através da utilização de dados
estatísticos comprovados, da pesquisa e recolha de informação sobre as competências
técnicas e psicológicas para fundamentar o estudo, da elaboração de hipóteses através da
questão de partida e da construção de um questionário como meio de recolha de dados
direcionado para os colaboradores dos departamentos e secções de Receção, Andares,
Reservas, Alimentos & Bebidas, Piscinas, SPA e Direção de Hotel, das 7 unidades
hoteleiras pertencentes à Savoy Signature, visto serem os departamentos e secções com
contacto direto e indireto com os clientes dos hotéis.
Os resultados deste estudo demonstram que as competências técnicas e psicológicas dos
colaboradores da hotelaria são efetivamente fundamentais e imprescindíveis para o
sucesso das empresas hoteleiras, nomeadamente para a Savoy Signature, onde
influenciam positivamente a relação colaborador-hóspede e a qualidade do serviço
prestado.
The Savoy Signature hotel chain requires a high level of involvement and dedication from its employees in order to provide excellent service to its customers, so that the hotel chain can differentiate itself and stand out in the hotel market. The main objective of this study is to analyse the technical and psychological skills of hotel employees, taking the Savoy Signature hotel chain as a case study. It looks at technical and psychological skills and their importance to the success of the hospitality industry, relating them to the hotel chain under study. The aim is to discuss the importance of the hospitality sector in economic activity at different levels, focusing on the reality of Madeira Island, as the hotel chain under study is located there. Subsequently, a brief description is given of Savoy Signature in general and each of its properties in particular. Finally, the technical and psychological skills of hotel employees and their importance to the success of the hotel industry are identified and described. The methodology used is mixed, using proven statistical data, researching and collecting information on technical and psychological competences to support the study, drawing up hypotheses through the starting question and constructing a questionnaire as a means of data collection aimed at employees in the Reception, Housekeeping, Reservations, Food & Beverage, Swimming Pools, SPA and Hotel Management departments and sections of the 7 hotels belonging to Savoy Signature, as these are the departments and sections with direct and indirect contact with hotel customers. The results of this study show that the technical and psychological skills of hotel employees are indeed fundamental and essential for the success of hotel companies, particularly for Savoy Signature, where they positively influence the employee-guest relationship, and the quality of the service provided.
The Savoy Signature hotel chain requires a high level of involvement and dedication from its employees in order to provide excellent service to its customers, so that the hotel chain can differentiate itself and stand out in the hotel market. The main objective of this study is to analyse the technical and psychological skills of hotel employees, taking the Savoy Signature hotel chain as a case study. It looks at technical and psychological skills and their importance to the success of the hospitality industry, relating them to the hotel chain under study. The aim is to discuss the importance of the hospitality sector in economic activity at different levels, focusing on the reality of Madeira Island, as the hotel chain under study is located there. Subsequently, a brief description is given of Savoy Signature in general and each of its properties in particular. Finally, the technical and psychological skills of hotel employees and their importance to the success of the hotel industry are identified and described. The methodology used is mixed, using proven statistical data, researching and collecting information on technical and psychological competences to support the study, drawing up hypotheses through the starting question and constructing a questionnaire as a means of data collection aimed at employees in the Reception, Housekeeping, Reservations, Food & Beverage, Swimming Pools, SPA and Hotel Management departments and sections of the 7 hotels belonging to Savoy Signature, as these are the departments and sections with direct and indirect contact with hotel customers. The results of this study show that the technical and psychological skills of hotel employees are indeed fundamental and essential for the success of hotel companies, particularly for Savoy Signature, where they positively influence the employee-guest relationship, and the quality of the service provided.
Description
Keywords
Savoy Signature Ilha da Madeira Competências técnicas psicológicas Colaboradores da hotelaria Setor hoteleiro Madeira Island Technical and psychological skills Hospitality employees Hospitality industry Madeira (Portugal) Gestão Hoteleira . Escola Superior de Tecnologias e Gestão