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A importância do departamento de F&B na satisfação final do cliente, na Hotelaria
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Abstract(s)
Hoje em dia, existe uma facilidade cada vez maior em viajar, devido à facilitação das reservas através de plataformas online e à emergência das companhias low cost. Por esta razão, a oferta turística tem vindo a aumentar exponencialmente, e a forma de os hotéis se diferenciarem da demais concorrência, é aumentando a sua competitividade através da satisfação final dos clientes.
O tema deste trabalho é a importância do departamento de F&B na satisfação final dos clientes na hotelaria, cujo objetivo principal é compreender se o mesmo, pode constituir um elemento na escolha e fidelização de um cliente a um hotel.
Os dados foram recolhidos através de uma pesquisa qualitativa, que culminou numa entrevista pessoal à chefe de F&B da entidade de estágio, em que é apresentada a sua visão relativamente à qualidade de serviço do setor, e de uma pesquisa quantitativa realizada através de um inquérito de satisfação sobre os restaurantes e bares inseridos em hotéis.
Os resultados revelaram que o departamento de comidas e bebidas não constitui uma motivação inicial do cliente para a escolha de um determinado hotel, sem que este tenha usufruído previamente de algum tipo de serviço no mesmo. Contudo, após uma experiência positiva neste espaço, o interesse em conhecer as restantes áreas e departamentos da unidade irá aumentar.
Nowadays, there is an increasing ease in traveling, due to the facilitation of reservations through online platforms and the emergence of low-cost airlines. For this reason, the tourist offer has been increasing exponentially, and the way hotels have to differentiate themselves from other competitors, is increasing their competitiveness by the final costumers’ satisfaction. The subject of this work is the importance of F&B department in customer’s satisfaction in hospitality, and the main objective of it is to find out whether this section can constitute or not an element in the choice and fidelity of a customer to the hotel. The data was collected using a qualitative approach, culminating in an interview with the F&B manager of the internship hotel through which her vision is given in what regards to the service quality of the sector. Also quantitative research was conducted with an online satisfaction survey on restaurants and bars inserted in hotel. The results revealed that the F&B department does not constitute by itself an initial motivation for the client to choose a particular hotel, ever since there is no kind of previously service. However, after a positive experience in this hotel area, the interest in knowing the remaining areas and departments of the unit will considerably increase.
Nowadays, there is an increasing ease in traveling, due to the facilitation of reservations through online platforms and the emergence of low-cost airlines. For this reason, the tourist offer has been increasing exponentially, and the way hotels have to differentiate themselves from other competitors, is increasing their competitiveness by the final costumers’ satisfaction. The subject of this work is the importance of F&B department in customer’s satisfaction in hospitality, and the main objective of it is to find out whether this section can constitute or not an element in the choice and fidelity of a customer to the hotel. The data was collected using a qualitative approach, culminating in an interview with the F&B manager of the internship hotel through which her vision is given in what regards to the service quality of the sector. Also quantitative research was conducted with an online satisfaction survey on restaurants and bars inserted in hotel. The results revealed that the F&B department does not constitute by itself an initial motivation for the client to choose a particular hotel, ever since there is no kind of previously service. However, after a positive experience in this hotel area, the interest in knowing the remaining areas and departments of the unit will considerably increase.
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Keywords
Food and beverage Hotel Satisfação Qualidade Fidelização Satisfaction Quality Loyalty