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Abstract(s)
Os hoteleiros têm, entres outros, os objetivos de captar o maior número possível de potenciais clientes e de fidelizar esses mesmos clientes. Em prol desses objetivos os hoteleiros criam pacotes dinâmicos, ofertas diversificadas, promovem eventos e serviços nas redes sociais nas quais o público-alvo se encontra e, monitorizam o grau de satisfação dos hóspedes.
O presente relatório de estágio tem por base o estágio curricular realizado no Departamento Comercial do Grupo Amazónia Hotéis decorrido de 3 de setembro de 2018 a 3 de janeiro de 2019.
Durante as 18 semanas de estágio foram delegadas tarefas entre as quais se destacam a atualização das redes sociais, a promoção de eventos e serviços e a análise de reviews no Booking.com, na Expedia.com e na Google Analytics.
Os objetivos deste relatório são: analisar qual o impacto que a gestão de redes sociais (especificamente, Facebook e Instagram) pode ter na captação de potenciais clientes; identificar através das reviews recebidas quais as áreas (e.g. quartos, lobby, bar, piscina, etc) que carecem de intervenção e renovação em cada um dos quatro hotéis do grupo hoteleiro; e, apresentar sugestões de melhoria aos problemas identificados no Departamento Comercial e nos outros departamentos de modo a melhorar a comunicação interna da cadeia hoteleira, maximizar a produtividade do personnel e, consequentemente, melhorar a experiência para os futuros hóspedes.
Hoteliers have, among others, the objectives of attracting as many potential clients as possible and, ultimately, get the loyalty of these same clients. To this end, hoteliers create dynamic packages, diversified offers, promote events and services in the social media in which the target audience can be found and, monitor the degree of guest satisfaction. This internship report is based on the curricular internship realized in the Commercial Department of Amazónia Hotéis from September 3, 2018 to January 3, 2019. During the 18-week internship, among delegated tasks, social media were updated, events and services were promoted, and reviews received on Booking.com, Expedia.com and Google Analytics were analyzed. The purpose of this report is to analyse the impact that social media’s management (specifically, Facebook and Instagram) may have in attracting potential customers; identify through the reviews received which areas (e.g. rooms, lobby, bar, pool, etc) need intervention and renovation in each of the four hotels of the hotel group; and to present suggestions of improvement for the problems identified not only in the Commercial Department, but also in other departments, in order to improve the internal communication of the hotel chain, to maximize the productivity of the personnel and, consequently, to improve the experience for future guests.
Hoteliers have, among others, the objectives of attracting as many potential clients as possible and, ultimately, get the loyalty of these same clients. To this end, hoteliers create dynamic packages, diversified offers, promote events and services in the social media in which the target audience can be found and, monitor the degree of guest satisfaction. This internship report is based on the curricular internship realized in the Commercial Department of Amazónia Hotéis from September 3, 2018 to January 3, 2019. During the 18-week internship, among delegated tasks, social media were updated, events and services were promoted, and reviews received on Booking.com, Expedia.com and Google Analytics were analyzed. The purpose of this report is to analyse the impact that social media’s management (specifically, Facebook and Instagram) may have in attracting potential customers; identify through the reviews received which areas (e.g. rooms, lobby, bar, pool, etc) need intervention and renovation in each of the four hotels of the hotel group; and to present suggestions of improvement for the problems identified not only in the Commercial Department, but also in other departments, in order to improve the internal communication of the hotel chain, to maximize the productivity of the personnel and, consequently, to improve the experience for future guests.
Description
Keywords
Departamento Comercial Grupo Amazónia Hotéis Redes sociais Hotelaria Turismo Reviews