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Melhoria de Processos Internos do Departamento Comercial: o caso do grupo Hotéis Real
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Abstract(s)
Ao longo dos últimos anos, o turismo mundial tem vindo a verificar um crescimento
rápido e diversificado, sendo um dos principais impulsionadores do desenvolvimento
económico (OMT, 2017). Portugal não é exceção e Lisboa tem visto o turismo de negócios
crescer, nomeadamente para realização de congressos e conferências. Assim, a ferocidade da
concorrência e a dificuldade em vingar num ambiente tão competitivo prende-se, por vezes,
com a dificuldade de comunicação dentro do mesmo departamento e da sua relação com os
outros, pois sem uma comunicação eficaz, torna-se difícil entregar ao cliente, um serviço de
excelência.
Durante o estágio no Departamento Comercial do Grupo Hotéis Real foi possível
desenvolver atividades de responsabilidade que interferiam com todo o funcionamento e
dinâmica do departamento, o que permitiu a observação e análise crítica de algumas dessas
atividades, especialmente no que respeita a processos internos e de comunicação com outros
departamentos, pois este departamento comunica com o topo estratégico, com os níveis mais
operacionais do grupo hoteleiro e está, ainda, em intenso contacto com o cliente.
Posto isto, o objetivo deste estudo é apresentar sugestões de melhoria nos processos
internos do Departamento Comercial e nos processos de comunicação com outros
departamentos. As sugestões apresentadas resultam, essencialmente, de uma análise crítica
desenvolvida tendo por base os conhecimentos adquiridos no mestrado e na experiência
adquirida durante o estágio. A implementação das propostas de melhoria não é demasiado
exigente, mas envolve o desenvolvimento de uma relação mais estreita com o cliente, de modo
a superar, constantemente, as suas expetativas.
Over the last few years, world tourism has been experiencing rapid and diversified growth and is one of the main drivers of economic development (WTO, 2017). Portugal is no exception and Lisbon has seen its business tourism grow, namely for conferences. Thus, the ferocity of competition and the difficulty in succeeding in such a competitive environment is sometimes related to the difficulty of communication within the same department and its relationship with others, because with unclear communication it becomes very difficult to deliver to the customer, a service of excellence. During the internship in the Sales Department at Real Hotels Group, it was possible to develop activities of responsibility that interfered with the department’s dynamics, which allowed the observation and critical analysis of some of the activities developed, especially regarding internal processes and communication with other departments, as this department communicates with the strategic top, with the operational levels of the hotel and is also in constant communication with the client. Therefore, the aim of this study is to present suggestions for improvement in the internal processes of the Sales Department and in the communication with other departments. The suggestions presented are essentially related to the critical thinking that was developed based on the knowledge acquired in the master's degree and the experience gained during the internship. Implementing improvement proposals would not be difficult, but it would involve building a closer relationship with the client to always exceed their expectations.
Over the last few years, world tourism has been experiencing rapid and diversified growth and is one of the main drivers of economic development (WTO, 2017). Portugal is no exception and Lisbon has seen its business tourism grow, namely for conferences. Thus, the ferocity of competition and the difficulty in succeeding in such a competitive environment is sometimes related to the difficulty of communication within the same department and its relationship with others, because with unclear communication it becomes very difficult to deliver to the customer, a service of excellence. During the internship in the Sales Department at Real Hotels Group, it was possible to develop activities of responsibility that interfered with the department’s dynamics, which allowed the observation and critical analysis of some of the activities developed, especially regarding internal processes and communication with other departments, as this department communicates with the strategic top, with the operational levels of the hotel and is also in constant communication with the client. Therefore, the aim of this study is to present suggestions for improvement in the internal processes of the Sales Department and in the communication with other departments. The suggestions presented are essentially related to the critical thinking that was developed based on the knowledge acquired in the master's degree and the experience gained during the internship. Implementing improvement proposals would not be difficult, but it would involve building a closer relationship with the client to always exceed their expectations.
Description
Keywords
Turismo Hotelaria Departamento Comercial Comunicação Interna Comunicação entre Departamentos Melhoria de Processos Internos