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Publication
Hermitage Hotel Prague: online reception handbook
| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 4.36 MB | Adobe PDF |
Advisor(s)
Abstract(s)
Praga, capital da República Checa, destaca-se pela sua cultura e herança protegida pela UNESCO, que ao longo dos anos vem atraindo um crescente aumento do número de viajantes provenientes de turismo internacional e turismo doméstico. Este fenômeno demonstrou ser impactante na hotelaria, sendo que em 2018 houve cerca de 18.2 milhões de dormidas na capital. O turismo e a hotelaria, atividades de prestação de serviços, onde o cliente interno é essencial e responsável por garantir um serviço de qualidade. Neste sentido, o objetivo do presente relatório é a compreensão da importância da receção e do cliente interno na hotelaria. O Hermitage Hotel Prague, hotel independente de 4 estrelas, com capacidade total de 210 unidades de alojamento e um dos 816 estabelecimentos hoteleiros na cidade. Além disso, foi a entidade acolhedora do estágio de 6 meses (julho 2021 a janeiro 2022), na área da receção. O desenho metodológico utilizado e a pesquisa bibliográfica e exploratória, que permitiu alcançar os objetivos delineados. Os resultados alcançados foram: o reporte das atividades desempenhadas na função: a criação da proposta de valor, o Online Reception Handbook, bem como, a verificação da importância do rececionista e de o satisfazer para o desenvolvimento da organização. Em suma, destaca-se o rececionista como o intermediário entre o hotel e o cliente, cujo papel de acolher, ouvir e resolver os pedidos e reclamações deve resultar na satisfação do hóspede. Por sua vez, a organização deve ter em atenção a satisfação do cliente interno.
Prague, the capital of the Czech Republic, stands out for its culture and heritage protected by UNESCO, which over the years has attracted a growing number of travelers from international tourism and domestic tourism. This phenomenon proved to be impactful in hospitality, and in 2018 there were about 18.2 million overnight stays in the capital. Tourism and hospitality, activities of service, where the internal client is essential and responsible for ensuring a quality service. In this sense, the objective of this report is to understand the importance of reception and internal customer in hospitality. The Hermitage Hotel Prague, an independent 4-star hotel with a total capacity of 210 accommodation units and one of the 816 hotel establishments in the city. In addition, it was the welcoming entity of the 6-month internship (July 2021 to January 2022), in the reception area. The methodological design used the bibliographic and exploratory research, which allowed to achieve the objectives outlined. The results achieved were the reporting of the activities performed in the function; the creation of the value proposition, the Online Reception Handbook; the verification of the importance of the receptionist whose satisfaction is essential for the development of the organization. In conclusion, the receptionist stands out as the intermediary between the hotel and the client, whose role of welcoming, listening and resolving requests and complaints should result in the satisfaction of the guest. In turn, the organization should pay attention to internal customer satisfaction.
Prague, the capital of the Czech Republic, stands out for its culture and heritage protected by UNESCO, which over the years has attracted a growing number of travelers from international tourism and domestic tourism. This phenomenon proved to be impactful in hospitality, and in 2018 there were about 18.2 million overnight stays in the capital. Tourism and hospitality, activities of service, where the internal client is essential and responsible for ensuring a quality service. In this sense, the objective of this report is to understand the importance of reception and internal customer in hospitality. The Hermitage Hotel Prague, an independent 4-star hotel with a total capacity of 210 accommodation units and one of the 816 hotel establishments in the city. In addition, it was the welcoming entity of the 6-month internship (July 2021 to January 2022), in the reception area. The methodological design used the bibliographic and exploratory research, which allowed to achieve the objectives outlined. The results achieved were the reporting of the activities performed in the function; the creation of the value proposition, the Online Reception Handbook; the verification of the importance of the receptionist whose satisfaction is essential for the development of the organization. In conclusion, the receptionist stands out as the intermediary between the hotel and the client, whose role of welcoming, listening and resolving requests and complaints should result in the satisfaction of the guest. In turn, the organization should pay attention to internal customer satisfaction.
Description
Keywords
Hermitage Hotel Prague Manual de Receção Receção Cliente Interno