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Publication
A formação em procedimentos de Front Desk: o caso do Lisboa Marriott Hotel
| Name: | Description: | Size: | Format: | |
|---|---|---|---|---|
| 1.4 MB | Adobe PDF |
Advisor(s)
Abstract(s)
A hotelaria é caracterizada por ser um setor muito exigente para as organizações que pretendam providenciar um serviço personalizado e de excelência, com vista a atingir os melhores resultados possíveis. Mais especificamente, no caso das unidades hoteleiras, o seu sucesso está, em grande parte, ligado ao desempenho dos colaboradores, uma vez que estes são parte direta e integrante de toda a experiência do cliente. Tendo em conta as exigências para os trabalhadores deste setor, torna- se importante a existência de uma rede de apoio organizacional que os dote com todas as ferramentas necessárias para desempenharem as suas funções corretamente. Tal pode ser feito, por exemplo, através: (1) da criação e desenvolvimento de um conjunto de práticas e procedimentos que sirvam como um guia-base para os colaboradores estarem alinhados com as políticas da empresa; e (2) de uma aposta na formação contínua dos colaboradores. Neste sentido, este estudo pretende avaliar o nível de satisfação dos colaboradores de Front Desk de uma unidade hoteleira com a formação que receberam para executar as suas funções e os procedimentos estipulados. Partindo de uma entrevista exploratória à chefia operacional realizou-se um estudo qualitativo (N = 27 questionários) através da observação participante e da aplicação de questionários. Os resultados obtidos vão ao encontro da literatura e validam as conclusões formuladas durante a observação participante do autor, confirmando que é cada vez mais necessário apostar na formação de qualidade com ferramentas de trabalhos acessíveis e eficazes. O estudo toma como objetivos o aumento da qualidade da formação, a documentação dos procedimentos e a organização do sistema hierárquico do Front Desk formulando estratégias para solucionar os problemas associados a cada um destes objetivos e, consequentemente, aumentar a qualidade do
serviço.
The hotel industry is characterized by being a very demanding sector for organizations that want to provide a personalized service to achieve the best possible results. More specifically, in the case of hotel units, their success is largely linked to the performance of employees, since they are a direct and integral part of the entire customer experience. Taking into account the demands for workers in this sector, it is important to have an organizational support network that provides them with all the necessary tools to perform their duties correctly. This can be done, for example, through (1) the creation and development of a set of practices and procedures that serve as a basic guide for employees to be aligned with company policies; and (2) a commitment to continuous training of employees. In this sense, this study aims to assess the level of satisfaction of Front Desk employees in a hotel with the training they received to perform their functions and the stipulated procedures. Starting from an exploratory interview with the operational leadership, a qualitative study was carried out (N = 27 questionnaires) through participant observation and the application of questionnaires. The results obtained support the conclusions of the authors analyzed in the literature and validate the conclusions formulated during the author's participant observation, confirming that it is necessary to focus on quality training with accessible and effective work tools. The study aims to increase the quality of training, the documentation of procedures and the organization of the Front Desk's hierarchical system, formulating strategies to solve the problems associated with each of these objectives and, consequently, increase the quality of the service.
The hotel industry is characterized by being a very demanding sector for organizations that want to provide a personalized service to achieve the best possible results. More specifically, in the case of hotel units, their success is largely linked to the performance of employees, since they are a direct and integral part of the entire customer experience. Taking into account the demands for workers in this sector, it is important to have an organizational support network that provides them with all the necessary tools to perform their duties correctly. This can be done, for example, through (1) the creation and development of a set of practices and procedures that serve as a basic guide for employees to be aligned with company policies; and (2) a commitment to continuous training of employees. In this sense, this study aims to assess the level of satisfaction of Front Desk employees in a hotel with the training they received to perform their functions and the stipulated procedures. Starting from an exploratory interview with the operational leadership, a qualitative study was carried out (N = 27 questionnaires) through participant observation and the application of questionnaires. The results obtained support the conclusions of the authors analyzed in the literature and validate the conclusions formulated during the author's participant observation, confirming that it is necessary to focus on quality training with accessible and effective work tools. The study aims to increase the quality of training, the documentation of procedures and the organization of the Front Desk's hierarchical system, formulating strategies to solve the problems associated with each of these objectives and, consequently, increase the quality of the service.
Description
Keywords
Procedimentos Formação Front desk Hotelaria Desenvolvimento