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A Incorporação da Tecnologia na Hotelaria e o Impacto na Gestão de Pessoas
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Advisor(s)
Abstract(s)
Cada vez mais se tem verificado que os trabalhadores são parte essencial de qualquer unidade
hoteleira, visto que podem ser uma fonte de vantagem competitiva. Cabe aos gestores das
organizações colocar em prática as melhores estratégias, de modo a que os recursos humanos
sejam utilizados com o maior proveito possível, para que assim se obtenha um melhor
desempenho global da empresa e consequentemente melhores resultados. Para a obtenção de
tais resultados, é também necessário a criação de um ambiente laboral favorável aos
trabalhadores, para que estes se sintam como parte do negócio, motivados e felizes a executar
o seu trabalho.
A tecnologia sempre fez parte do mundo hoteleiro, e cada vez mais é crucial para o bom
funcionamento e obtenção de melhores resultados, tornando-se assim de relevância estratégica.
No entanto a tecnologia encontra-se sempre em constante evolução, o que se torna num desafio
para as organizações hoteleiras conseguir acompanhar os avanços tecnológicos. É essencial
para as organizações acompanharem estes avanços, pois resultaria numa maior obtenção de
resultados. Um desses avanços é a robótica.
A inclusão de robots na hotelaria cada vez mais se mostra como uma realidade, sendo utilizados
já em alguns países. Contudo, ainda é uma incógnita de quanto a robótica irá afetar o seio
organizacional das unidades hoteleira e ainda qual será o futuro do trabalho humano.
O principal objetivo desta dissertação é descrever a perceção do impacto que a tecnologia (na
vertente da robótica), poderá ter nos recursos humanos, no futuro da hotelaria, quer do ponto
de vista dos clientes, quer do ponto de vista dos próprios trabalhadores. Os resultados sugerem
que, tanto os clientes como os trabalhadores partilham da mesma opinião em relação aos temas
analisados na hotelaria, sobre os recursos humanos e a tecnologia. Isto mostra que mesmo as
pessoas que não estão por dentro da operação de um hotel, também consideram que as
condições oferecidas aos trabalhadores não são as melhores; que a formação é importante para
um melhor serviço; que as práticas de gestão ajudam a alcançar melhores resultados; que a
tecnologia é crucial e auxilia os trabalhadores na sua operação e não veem a robótica a substituir
completamente o trabalho humano na maioria dos hotéis.
Increasingly, it has been found that workers are an essential part of any hotel unit, being a potential source of competitive advantage. It is up to the managers of the organizations to put into practice the best strategies so that human resources are used to the greatest possible advantage, so that a better overall performance of the company can be obtained and, consequently, better results. To obtain such results, it is also necessary to create a favourable work environment for workers to feel as part of the business, motivated and happy to do their job. Technology has always been part of the hospitality world, and it is increasingly crucial for proper functioning and obtaining better results, thus becoming a strategically relevant resource. However, technology is always in constant evolution, which becomes a challenge for hotel organizations to can keep up with these technological advances. Organizations need to keep up with these advances, resulting in higher results. One of the latest advancements is robotics. The inclusion of robots in the hotel industry is increasingly a reality and is already happening in some countries. However, it remains to be seen how much robotics will affect the organizational bosom of the hotel units and even what will be the future of human labour. The main goal of this dissertation is to describe the perception of the impact that technology (robotics) may have on human resources, in the future of the hotel industry, both from the customers’ point of view and from the employees’ point of view. The results suggest that both customers and employees share the same opinion concerning human resources and technology. Even people that are not aware of the hotel operations also understand that workers in the industry do not have the best conditions; that training is essential for a better service; that management practices help to achieve better results; that technology is crucial and assists workers in the operation; and do not see robotics completely replacing human labour in most hotels.
Increasingly, it has been found that workers are an essential part of any hotel unit, being a potential source of competitive advantage. It is up to the managers of the organizations to put into practice the best strategies so that human resources are used to the greatest possible advantage, so that a better overall performance of the company can be obtained and, consequently, better results. To obtain such results, it is also necessary to create a favourable work environment for workers to feel as part of the business, motivated and happy to do their job. Technology has always been part of the hospitality world, and it is increasingly crucial for proper functioning and obtaining better results, thus becoming a strategically relevant resource. However, technology is always in constant evolution, which becomes a challenge for hotel organizations to can keep up with these technological advances. Organizations need to keep up with these advances, resulting in higher results. One of the latest advancements is robotics. The inclusion of robots in the hotel industry is increasingly a reality and is already happening in some countries. However, it remains to be seen how much robotics will affect the organizational bosom of the hotel units and even what will be the future of human labour. The main goal of this dissertation is to describe the perception of the impact that technology (robotics) may have on human resources, in the future of the hotel industry, both from the customers’ point of view and from the employees’ point of view. The results suggest that both customers and employees share the same opinion concerning human resources and technology. Even people that are not aware of the hotel operations also understand that workers in the industry do not have the best conditions; that training is essential for a better service; that management practices help to achieve better results; that technology is crucial and assists workers in the operation; and do not see robotics completely replacing human labour in most hotels.
Description
Keywords
Recursos humanos Tecnologia Hotelaria Robótica Human resources Technology Hotel industry Robotic