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NEYA Lisboa Hotel: os desafios da sustentabilidade num contexto de estágio
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| 2.16 MB | Adobe PDF |
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O presente relatório descreve a minha experiência de estágio no NEYA Lisboa Hotel, onde fui integrada no departamento de Direção. O objetivo foi colocar em prática os conhecimentos adquiridos ao longo do Mestrado e de obter mais experiência profissional num departamento de gestão de um hotel.
Foi realizada uma pesquisa bibliográfica, ao longo da elaboração do estudo, e executada uma análise SWOT para avaliação do ambiente interno e externo da empresa. Foram utilizados outros métodos como shadowing, observação participante e análise temática.
Com base nos resultados obtidos, algumas das forças incluem a redução do impacto negativo da unidade no ambiente e o seu conceito e missão baseados na sustentabilidade tripartida. As fraquezas abrangem a alta rotatividade dos colaboradores e o seu comprometimento com o conceito do hotel. Em relação à análise temática, determinaram-se oito categorias (por exemplo, conforto, instalações, localização e staff). As categorias mais mencionadas, positivamente, pelos clientes foram o staff e a localização. As mais mencionadas, negativamente, foram as instalações e a localização. O conceito do NEYA baseado na sustentabilidade, não foi mencionado frequentemente pelos clientes, o que pode sugerir a necessidade de uma promoção interna e externa mais eficaz.
Foi realizada uma proposta de valor, que indica algumas vias de resolução dos problemas encontrados. A propagação da pandemia, que provocou a baixa ocupação e o consequente encerramento temporário do hotel, constituiu uma limitação para a experiência de estágio.
This report describes my internship experience at NEYA Lisboa Hotel, where I was integrated into the Direction department. The purpose was to put into practice the knowledge acquired throughout the Master's degree and to obtain more professional experience in a hotel management department. A bibliographic research was carried out throughout the development of the study, and a SWOT analysis was performed to evaluate the internal and external environment of the company. Other methods such as shadowing, participant observation and thematic analysis were used. Based on the results obtained, some of the forces include the reduction of the negative impact of the unit on the environment and its concept and mission based on tripartite sustainability. Weaknesses comprise the high turnover of employees and their commitment to the hotel concept. In relation to thematic analysis, eight categories were determined (e.g., comfort, facilities, location and staff). The categories most mentioned, positively, by customers were the staff and the location. The most mentioned, negatively, were the facilities and location. NEYA's concept based in sustainability wasn’t frequently mentioned by customers, which may suggest the need for a more effective internal and external promotion. A value proposition was made, which indicates some ways to solve the problems encountered. The spread of the pandemic, which caused the low occupancy and the consequent temporary closure of the hotel, constituted a limitation for the internship experience.
This report describes my internship experience at NEYA Lisboa Hotel, where I was integrated into the Direction department. The purpose was to put into practice the knowledge acquired throughout the Master's degree and to obtain more professional experience in a hotel management department. A bibliographic research was carried out throughout the development of the study, and a SWOT analysis was performed to evaluate the internal and external environment of the company. Other methods such as shadowing, participant observation and thematic analysis were used. Based on the results obtained, some of the forces include the reduction of the negative impact of the unit on the environment and its concept and mission based on tripartite sustainability. Weaknesses comprise the high turnover of employees and their commitment to the hotel concept. In relation to thematic analysis, eight categories were determined (e.g., comfort, facilities, location and staff). The categories most mentioned, positively, by customers were the staff and the location. The most mentioned, negatively, were the facilities and location. NEYA's concept based in sustainability wasn’t frequently mentioned by customers, which may suggest the need for a more effective internal and external promotion. A value proposition was made, which indicates some ways to solve the problems encountered. The spread of the pandemic, which caused the low occupancy and the consequent temporary closure of the hotel, constituted a limitation for the internship experience.
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Keywords
NEYA Lisboa Hotel Hotelaria Sustentabilidade Assistente operacional