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Qualidade e certificação em turismo: estudo de caso no sector hoteleiro
| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 3.89 MB | Adobe PDF |
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Advisor(s)
Abstract(s)
Vivemos num Mundo e num mercado cada vez mais global, e onde se verifica que a
competitividade é cada vez maior e onde os consumidores são mais informados e cada vez mais
exigentes; por isso, a qualidade deve ser vista como uma estratégia de negócio a focar. Se uma
organização ou destino quer sobreviver no atual cenário empresarial internacional e
concorrencial, precisa de se focar em estratégias que sejam eficazes, processos de melhoria
contínua, oferecer serviços e produtos com um elevado padrão de qualidade, e que respondam
aos diferentes consumidores com culturas e modos de vida diferenciados.
Esta investigação tem como principal objetivo apresentar o estudo da implementação
de Sistemas de Gestão e da certificação no sector hoteleiro, bem como os seus impactos.
Procurei identificar quais as principais vantagens e desvantagens alcançadas, e quais as
motivações por parte dos responsáveis dos hotéis para apostarem na certificação.
Atendendo à natureza dos objetivos aos quais me propus, optei por realizar um estágio
na empresa certificadora TÜV Rheinland Portugal, além da experiência profissional e a
aprendizagem, também foi uma maneira de alcançar dados que de outra forma seriam
impossíveis e para conseguir ter um (maior) acesso às unidades hoteleiras a questionar, visto
que aumenta a credibilidade.
O presente documento é composto por uma descrição da temática, e pretende relatar o
meu estágio curricular de três meses, bem como apresentar os resultados obtidos com o
inquérito feito em parceria com a entidade de acolhimento.
In the increasingly global world, as competition is constantly growing and consumers are more informed and demanding, quality must be a key business strategy. If an organization or destination wants to survive in the current international and competitive business environment, it needs to focus on effective strategies, continuous improvement processes, offer high quality services and products, and cater to consumers of different cultures. The goal of the present study is to analyze the implementation of quality management systems (QMS) and certification in the hospitality sector, as well as all the impacts of the previous implementation. I look to identify what are the advantages and disadvantages achieved by the implementation, and what are the motivations by the hotel managers to choose to be certified. Given the nature of the proposed objectives, I opted for an internship with TÜV Rheinland Portugal, a certification company based in Lisbon. In addition to professional experience and learning, it was also a way of access databases that would have otherwise been inaccessible, and to have (a greater) access to the hotels I questioned, since it increases the credibility. This paper its compiled by a thematic description, and it makes the effort to describe my academic internship, during three months, as well as presents the results that I obtained with the study in partnership with the welcoming company.
In the increasingly global world, as competition is constantly growing and consumers are more informed and demanding, quality must be a key business strategy. If an organization or destination wants to survive in the current international and competitive business environment, it needs to focus on effective strategies, continuous improvement processes, offer high quality services and products, and cater to consumers of different cultures. The goal of the present study is to analyze the implementation of quality management systems (QMS) and certification in the hospitality sector, as well as all the impacts of the previous implementation. I look to identify what are the advantages and disadvantages achieved by the implementation, and what are the motivations by the hotel managers to choose to be certified. Given the nature of the proposed objectives, I opted for an internship with TÜV Rheinland Portugal, a certification company based in Lisbon. In addition to professional experience and learning, it was also a way of access databases that would have otherwise been inaccessible, and to have (a greater) access to the hotels I questioned, since it increases the credibility. This paper its compiled by a thematic description, and it makes the effort to describe my academic internship, during three months, as well as presents the results that I obtained with the study in partnership with the welcoming company.
Description
Keywords
Turismo Sistemas de gestão Certificação Qualidade Hotelaria Quality Management systems Hospitality Certification