Crieff Hydro Hotel: the experience economy and the guest perspective
Autor(a) principal: | |
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Data de Publicação: | 2014 |
Tipo de documento: | Dissertação |
Idioma: | eng |
Título da fonte: | Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
Texto Completo: | http://hdl.handle.net/10400.1/6826 |
Resumo: | The purpose of this report is to do a presentation of the hotel where I will be working, characterising the reception department and all the activities that I developed during this placement. On this placement at the CHH (Crieff Hydro Hotel) – family 4 stars resort, my goal is to have an experience in hospitality, in special in reception. This placement is carried out from my Master degree in Direcção e Gestão Hoteleira (Commercial branch) at the University of the Algarve – Campus Penha. For this report it was also intended to do an analysis of the guest experience in hospitality and for that it was necessary to do a literature review adequate for my area of work in the hotel giving importance to the guest experience in the hospitality. For my analysis regarding the guest experience in hospitality, I used data collected from the surveys answered by the guests that stayed with us in the hotel. To analyse the data it was necessary to do a categorial analysis technique. After this year of placement in the hotel and after this analysis, as results I have the opportunity to continue my work in the hotel and also the possibility of a better position in a near future. Last but not least, this report demonstrates my work path and also helps to have a better understanding of the satisfaction perceived by the guest in order to give us tools to improve it. From what we can see, the guests’ satisfaction is highly rated on both surveys. |
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Crieff Hydro Hotel: the experience economy and the guest perspectiveCrieff Hydro HotelEstágioRelatórioExperiência em hotelariaSatisfaçãoThe purpose of this report is to do a presentation of the hotel where I will be working, characterising the reception department and all the activities that I developed during this placement. On this placement at the CHH (Crieff Hydro Hotel) – family 4 stars resort, my goal is to have an experience in hospitality, in special in reception. This placement is carried out from my Master degree in Direcção e Gestão Hoteleira (Commercial branch) at the University of the Algarve – Campus Penha. For this report it was also intended to do an analysis of the guest experience in hospitality and for that it was necessary to do a literature review adequate for my area of work in the hotel giving importance to the guest experience in the hospitality. For my analysis regarding the guest experience in hospitality, I used data collected from the surveys answered by the guests that stayed with us in the hotel. To analyse the data it was necessary to do a categorial analysis technique. After this year of placement in the hotel and after this analysis, as results I have the opportunity to continue my work in the hotel and also the possibility of a better position in a near future. Last but not least, this report demonstrates my work path and also helps to have a better understanding of the satisfaction perceived by the guest in order to give us tools to improve it. From what we can see, the guests’ satisfaction is highly rated on both surveys.O relatório pretende fazer uma apresentação da unidade hoteleira onde foi realizado o estágio, descrevendo o departamento da recepção e as respectivas actividades desenvolvidas no decorrer do estágio. Neste estágio no CHH (Crieff Hydro Hotel) – family 4 stars resort, tenho como objectivo passar por uma experiência em hotelaria, em especial na recepção. Este estágio realiza-se no seguimento do Mestrado em Direcção e Gestão Hoteleira no ramo Comercial da Universidade do Algarve - Campus da Penha. Pretende-se igualmente fazer uma análise da experiência dos clientes na hotelaria e para tal foi necessária uma revisão da literatura adequada à área onde estou inserida no hotel dando importância à experiência do cliente na hotelaria. Para a minha análise sobre a experiência dos clientes na hotelaria, foram usados dados recolhidos a partir dos questionários respondidos pelos clientes que estiveram na unidade hoteleira. Para analisar os dados foi utilizada a técnica de análise de conteúdo por categorias. Após este ano de estágio no hotel e após esta análise, como resultados tenho a oportunidade de continuar a trabalhar na unidade hoteleira com a posibilidade de subir de posto dentro do meu departamento de recepção. Para finalizar, este relatório demonstra o meu percurso de trabalho e serve também para melhor compreender a satisfação percebida pelo cliente para assim puder melhorá-la. Pelo que é possível analisar, a satisfação dos clientes é bastante elevada.Henriques, CláudiaAfonso, Carlos Miguel Guimarães Pinto CoelhoSapientiaPortal, Sílvia Daniela Gonçalves2015-09-23T14:35:24Z201420142014-01-01T00:00:00Zinfo:eu-repo/semantics/publishedVersioninfo:eu-repo/semantics/masterThesisapplication/pdfhttp://hdl.handle.net/10400.1/6826TID:202133974enginfo:eu-repo/semantics/openAccessreponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos)instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãoinstacron:RCAAP2023-07-24T10:17:59Zoai:sapientia.ualg.pt:10400.1/6826Portal AgregadorONGhttps://www.rcaap.pt/oai/openaireopendoar:71602024-03-19T19:59:23.900852Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informaçãofalse |
dc.title.none.fl_str_mv |
Crieff Hydro Hotel: the experience economy and the guest perspective |
title |
Crieff Hydro Hotel: the experience economy and the guest perspective |
spellingShingle |
Crieff Hydro Hotel: the experience economy and the guest perspective Portal, Sílvia Daniela Gonçalves Crieff Hydro Hotel Estágio Relatório Experiência em hotelaria Satisfação |
title_short |
Crieff Hydro Hotel: the experience economy and the guest perspective |
title_full |
Crieff Hydro Hotel: the experience economy and the guest perspective |
title_fullStr |
Crieff Hydro Hotel: the experience economy and the guest perspective |
title_full_unstemmed |
Crieff Hydro Hotel: the experience economy and the guest perspective |
title_sort |
Crieff Hydro Hotel: the experience economy and the guest perspective |
author |
Portal, Sílvia Daniela Gonçalves |
author_facet |
Portal, Sílvia Daniela Gonçalves |
author_role |
author |
dc.contributor.none.fl_str_mv |
Henriques, Cláudia Afonso, Carlos Miguel Guimarães Pinto Coelho Sapientia |
dc.contributor.author.fl_str_mv |
Portal, Sílvia Daniela Gonçalves |
dc.subject.por.fl_str_mv |
Crieff Hydro Hotel Estágio Relatório Experiência em hotelaria Satisfação |
topic |
Crieff Hydro Hotel Estágio Relatório Experiência em hotelaria Satisfação |
description |
The purpose of this report is to do a presentation of the hotel where I will be working, characterising the reception department and all the activities that I developed during this placement. On this placement at the CHH (Crieff Hydro Hotel) – family 4 stars resort, my goal is to have an experience in hospitality, in special in reception. This placement is carried out from my Master degree in Direcção e Gestão Hoteleira (Commercial branch) at the University of the Algarve – Campus Penha. For this report it was also intended to do an analysis of the guest experience in hospitality and for that it was necessary to do a literature review adequate for my area of work in the hotel giving importance to the guest experience in the hospitality. For my analysis regarding the guest experience in hospitality, I used data collected from the surveys answered by the guests that stayed with us in the hotel. To analyse the data it was necessary to do a categorial analysis technique. After this year of placement in the hotel and after this analysis, as results I have the opportunity to continue my work in the hotel and also the possibility of a better position in a near future. Last but not least, this report demonstrates my work path and also helps to have a better understanding of the satisfaction perceived by the guest in order to give us tools to improve it. From what we can see, the guests’ satisfaction is highly rated on both surveys. |
publishDate |
2014 |
dc.date.none.fl_str_mv |
2014 2014 2014-01-01T00:00:00Z 2015-09-23T14:35:24Z |
dc.type.status.fl_str_mv |
info:eu-repo/semantics/publishedVersion |
dc.type.driver.fl_str_mv |
info:eu-repo/semantics/masterThesis |
format |
masterThesis |
status_str |
publishedVersion |
dc.identifier.uri.fl_str_mv |
http://hdl.handle.net/10400.1/6826 TID:202133974 |
url |
http://hdl.handle.net/10400.1/6826 |
identifier_str_mv |
TID:202133974 |
dc.language.iso.fl_str_mv |
eng |
language |
eng |
dc.rights.driver.fl_str_mv |
info:eu-repo/semantics/openAccess |
eu_rights_str_mv |
openAccess |
dc.format.none.fl_str_mv |
application/pdf |
dc.source.none.fl_str_mv |
reponame:Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) instname:Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação instacron:RCAAP |
instname_str |
Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
instacron_str |
RCAAP |
institution |
RCAAP |
reponame_str |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
collection |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) |
repository.name.fl_str_mv |
Repositório Científico de Acesso Aberto de Portugal (Repositórios Cientìficos) - Agência para a Sociedade do Conhecimento (UMIC) - FCT - Sociedade da Informação |
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1799133216722911232 |