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Publication
Outsourcing na Hotelaria: The Service
| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 1.69 MB | Adobe PDF |
Advisor(s)
Abstract(s)
presente relatório tem por base o estágio curricular realizado na The Service, entre janeiro e fevereiro de 2019, destinando-se à conclusão do Mestrado em Gestão do Turismo e da Hotelaria da Universidade Europeia em Lisboa.
No relatório é apresentada uma revisão de literatura acerca das áreas de estudo do Turismo, da Hotelaria e do Outsourcing, tal como uma descrição e análise da The Service, enquanto organização, e das tarefas desenvolvidas durante o estágio.
O estágio foi realizado na área operacional da The Service, tendo sido incorporado na equipa como estagiário, participando com grau crescendo de importância nas decisões/ações da equipa. O objetivo principal do estágio centra-se na obtenção e aplicação de conhecimentos referentes à gestão de serviços, em Outsourcing, para o setor hoteleiro, nomeadamente no que concerne ao controlo e monitorização do serviço prestado.
Este documento encontra-se organizado em cinco partes. Na primeira parte é efetuada uma contextualização acerca do Turismo e Hotelaria em Portugal e no Mundo. Posteriormente, efetuou-se um enquadramento teórico acerca do conceito de Outsourcing. Na terceira e quarta partes apresentam-se a entidade de acolhimento, assim como a descrição do estágio e das respetivas atividades. O relatório termina com uma proposta de valor, tendo em conta o alinhamento entre os conhecimentos adquiridos, no curso e na empresa, e algumas considerações finais acerca do relatório e dos temas nele abordados.
This is a report of the curricular internship that took place at The Service, during the months of January and February 2019, with the purpose of completing the Master’s degreed in Tourism Management and Hospitality Management, at the European University in Lisbon. This report is a literature review on the following areas: Tourism, Hospitality and Outsourcing. It also includes a description and analysis of The Service as an organization and the tasks developed during the internship. This internship was held in the operational area of The Service. I was incorporated into the team as a trainee participating with a growing degree of importance in the decisions / actions of the team. The main objective of the internship was to obtain and apply, in the hotel sector, the knowledge related to management of outsourcing services, in particular regarding the control and monitoring of the services provided. This document is organized in five parts. In the first part, a contextualization on Tourism and Hospitality in Portugal and in the World. Subsequently a theoretical framework about the concept of Outsourcing. In the third and fourth parts the host entity is presented as well as the description of the internship and its activities. The report ends with a value proposition, followed by the conclusions on the relationship between the knowledge acquired in the course and the reality of the company, and finally, some last considerations of the report and the topics it addresses.
This is a report of the curricular internship that took place at The Service, during the months of January and February 2019, with the purpose of completing the Master’s degreed in Tourism Management and Hospitality Management, at the European University in Lisbon. This report is a literature review on the following areas: Tourism, Hospitality and Outsourcing. It also includes a description and analysis of The Service as an organization and the tasks developed during the internship. This internship was held in the operational area of The Service. I was incorporated into the team as a trainee participating with a growing degree of importance in the decisions / actions of the team. The main objective of the internship was to obtain and apply, in the hotel sector, the knowledge related to management of outsourcing services, in particular regarding the control and monitoring of the services provided. This document is organized in five parts. In the first part, a contextualization on Tourism and Hospitality in Portugal and in the World. Subsequently a theoretical framework about the concept of Outsourcing. In the third and fourth parts the host entity is presented as well as the description of the internship and its activities. The report ends with a value proposition, followed by the conclusions on the relationship between the knowledge acquired in the course and the reality of the company, and finally, some last considerations of the report and the topics it addresses.
Description
Keywords
Turismo Hotelaria Outsourcing Acordo de Nível de Serviço Indicadores Chave de Desempenho