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Turismo de luxo e o foco no cliente – Altis Belém Hotel & Spa
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Abstract(s)
O presente trabalho consiste na elaboração do relatório final de estágio realizado como parte integrante e conclusiva do Mestrado em Gestão de Turismo pela Faculdade de Ciências Sociais e Tecnologia (FCST) da Universidade Europeia.
O estágio realizou-se no Altis Belém Hotel & Spa, em Lisboa nos departamentos de hostess, receção e organização de eventos.
O estudo está dividido em quatro grandes partes, a revisão de literatura, a caraterização do grupo hoteleiro, as atividades realizadas no estágio e por último a conclusão e anexos.
Ao longo da revisão de literatura, exploramos detalhadamente o turismo e o luxo, destacando as interseções e impactos. Inicialmente, analisamos a evolução do conceito de turista e turismo, identificando diferentes tipos de turistas e modelos turísticos. Também abordamos os diversos tipos de turismo, as motivações dos turistas e as tendências emergentes, além dos impactos econômicos, sociais, culturais e ambientais.
No âmbito do luxo, contextualizamos o conceito e evolução, destacando a relação intrínseca com o turismo. Analisamos as tendências do turismo de luxo, com um foco específico em Portugal, e discutimos a oferta e as características diferenciadoras da hotelaria de luxo. Ressaltamos a importância do foco no cliente, especialmente as primeiras impressões e o papel crucial dos recursos humanos na experiência do cliente.
Em síntese, este estudo proporciona uma compreensão abrangente das dinâmicas entre o turismo e o luxo, oferecendo uma base sólida para futuras pesquisas e práticas no setor de hospitalidade e turismo de luxo.
This work consists of the final internship report carried out as an integral and concluding part of the master’s degree in Tourism Management at the Faculty of Social Sciences and Technology (FCST) of the European University. The internship took place at the Altis Belém Hotel & Spa, in Lisbon, in the hostess, reception and event organization departments. The study is divided into four main parts: a literature review, a characterization of the hotel group, the activities carried out during the internship and finally the conclusion and appendices. The literature review explores tourism and luxury in detail, highlighting their intersections and impacts. Initially, we analysed the evolution of the concept of tourists and tourism, identifying different types of tourists and tourism models. We also look at the different types of tourism, tourist motivations and emerging trends, as well as the economic, social, cultural and environmental impacts. With regard to luxury, we contextualize its concept and evolution, highlighting its intrinsic relationship with tourism. We analyse trends in luxury tourism, with a specific focus on Portugal, and discuss the offer and differentiating characteristics of luxury hotels. We highlight the importance of customer focus, especially first impressions, and the crucial role of human resources in the customer experience. In summary, this study provides a comprehensive understanding of the dynamics between tourism and luxury, offering a solid basis for future research and practice in the hospitality and luxury tourism sector.
This work consists of the final internship report carried out as an integral and concluding part of the master’s degree in Tourism Management at the Faculty of Social Sciences and Technology (FCST) of the European University. The internship took place at the Altis Belém Hotel & Spa, in Lisbon, in the hostess, reception and event organization departments. The study is divided into four main parts: a literature review, a characterization of the hotel group, the activities carried out during the internship and finally the conclusion and appendices. The literature review explores tourism and luxury in detail, highlighting their intersections and impacts. Initially, we analysed the evolution of the concept of tourists and tourism, identifying different types of tourists and tourism models. We also look at the different types of tourism, tourist motivations and emerging trends, as well as the economic, social, cultural and environmental impacts. With regard to luxury, we contextualize its concept and evolution, highlighting its intrinsic relationship with tourism. We analyse trends in luxury tourism, with a specific focus on Portugal, and discuss the offer and differentiating characteristics of luxury hotels. We highlight the importance of customer focus, especially first impressions, and the crucial role of human resources in the customer experience. In summary, this study provides a comprehensive understanding of the dynamics between tourism and luxury, offering a solid basis for future research and practice in the hospitality and luxury tourism sector.
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Keywords
Relatório de estágio Turismo Luxo Hotelaria de luxo Foco no cliente Altis Belém Hotel & Spa