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Turismo acessível : a qualidade do serviços prestados na hotelaria a hóspedes com necessidades especiais de acesso na região de Leiria
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O objetivo fulcral deste estudo é debater a problemática da qualidade do serviço prestado a hóspedes com necessidades especiais de acesso. Esta problemática enquadra-se na temática do turismo acessível, ou turismo inclusivo, ou turismo para todos. Com este estudo, pretendemos compreender a importância que os hoteleiros e os trabalhadores em hotelaria atribuem ao serviço prestado a turistas com necessidades especiais de acesso e de que forma este influencia a satisfação dos mesmos, mostrando a necessidade de investimento e de sensibilização para a temática do turismo acessível. E ainda mostrar que, apesar de existirem muitas lacunas nesta área, alguns hotéis já deram passos significativos neste sentido, e a própria legislação, apesar de ainda não estar totalmente consistente, defende o direito à igualdade.
Procurámos, em concreto, averiguar se os hotéis da Região de Leiria se encontram preparados para receber e atender pessoas com necessidades especiais, através da realização de 13 entrevistas aos proprietários/diretores de hotéis, e 12 inquéritos a rececionistas desses mesmos hotéis. E, também, compreender se existe alguma discrepância entre a perceção da satisfação destes hóspedes por parte dos proprietários/diretores hoteleiros e os rececionistas, que são as pessoas que usualmente têm mais contacto com as mesmas.
Após o tratamento dos dados, foram obtidos os seguintes resultados principais: a hotelaria na região de Leiria ainda não está preparada para receber convenientemente estes hóspedes; não existe um gap significativo entre a opinião da direção e dos colaboradores do hotel no que toca ao serviço prestado pelos próprios neste segmento; a maioria dos hotéis não fornece formação aos rececionistas no âmbito do atendimento de pessoas com necessidades especiais; a formação influencia positivamente a qualidade do serviço prestado e, consequentemente, a satisfação dos hóspedes.Por fim, foram apresentadas reflexões críticas sobre o tema, discutidas as implicações e as limitações deste estudo, bem como indicações para possíveis futuras investigações.
The main goal of this study is to discuss the quality of the service provided to guests with special access needs. This issue fits into the theme of accessible tourism, or inclusive tourism, or tourism for all. We intend to understand the importance that hoteliers and hotel employees give to the service provided to tourists with special access needs and how it influences their satisfaction, showing the need for investment and awareness on accessible tourism. Furthermore, we intend to show that although there are many gaps in this area, some hotels have already taken significant steps in this direction, and the legislation itself, despite not yet being very consistent in this matter, defends the right to equality. In order to achieve these goals, we intend, in particular, to check if hotels in the Region of Leiria, Portugal, are prepared to receive and to serve people with special needs, by conducting 13 interviews with hotel owners/directors and 12 surveys for hotel receptionists. Also, to understand if there is any discrepancy between the perception of satisfaction of these guests by hotel owners/directors and receptionists, who are the people who usually have the most contact with them. After processing the data, we have obtained the following main results: the hotel industry in the Leiria region is not prepared yet to receive guests with specials needs properly; there is not a significant gap between the opinion of management and hotel employees regarding their own service in this segment; the majority of hotel do not provide receptionist training for people with special needs; the training positively influences the quality of the service provided and consequently the satisfaction of the guests. Finally, critical reflections on the subject were presented, discussing the implications and limitations of this study, as well as indications for possible future investigations.
The main goal of this study is to discuss the quality of the service provided to guests with special access needs. This issue fits into the theme of accessible tourism, or inclusive tourism, or tourism for all. We intend to understand the importance that hoteliers and hotel employees give to the service provided to tourists with special access needs and how it influences their satisfaction, showing the need for investment and awareness on accessible tourism. Furthermore, we intend to show that although there are many gaps in this area, some hotels have already taken significant steps in this direction, and the legislation itself, despite not yet being very consistent in this matter, defends the right to equality. In order to achieve these goals, we intend, in particular, to check if hotels in the Region of Leiria, Portugal, are prepared to receive and to serve people with special needs, by conducting 13 interviews with hotel owners/directors and 12 surveys for hotel receptionists. Also, to understand if there is any discrepancy between the perception of satisfaction of these guests by hotel owners/directors and receptionists, who are the people who usually have the most contact with them. After processing the data, we have obtained the following main results: the hotel industry in the Leiria region is not prepared yet to receive guests with specials needs properly; there is not a significant gap between the opinion of management and hotel employees regarding their own service in this segment; the majority of hotel do not provide receptionist training for people with special needs; the training positively influences the quality of the service provided and consequently the satisfaction of the guests. Finally, critical reflections on the subject were presented, discussing the implications and limitations of this study, as well as indications for possible future investigations.
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Turismo acessível Hotelaria Inclusão Qualidade Serviço Accessible tourism Hospitality Inclusion Quality Service