Este estudo objetivou analisar como está acontecendo o processo de implantação de um Programa de Gestão por Competências na percepção dos supervisores de Hotelaria Hospitalar no Hospital de Clínicas de Porto Alegre. A relevância do estudo está apoiada na importância do tema, no papel social da Instituição e pelas pesquisas sobre gestão por competências na área de hotelaria hospitalar ainda não terem sido plenamente exploradas. O percurso metodológico deste estudo foi desenhado por uma pesquisa qualitativa descritiva por meio de estudo de caso. Para a realização desta pesquisa contou-se com a participação de onze supervisores de hotelaria hospitalar e um profissional da área de Gestão de Pessoas do hospital. A coleta de dados foi realizada através de grupos focais, entrevista semiestruturada e análise documental. A revisão da literatura contemplou o conceito de competências, avaliação de desempenho, gestão de desempenho por competências, levantamento de competências e gestão por competências no serviço público brasileiro. A apresentação dos resultados foi organizada em três categorias principais (conhecimento sobre gestão por competências, implantação do Programa de Gestão por Competências e dificuldades no Programa de Gestão por Competências) e onze subcategorias. Os resultados apontaram que os supervisores possuem um entendimento sobre competências baseado em conhecimentos, habilidades e atitudes e que o processo de gestão por competências envolve acompanhamento e participação das lideranças para que os resultados esperados sejam alcançados. A implantação de um sistema de avaliação de desempenho por competências, na visão dos participantes, era necessária para melhor acompanhar e desenvolver suas equipes e constatou-se que esse processo ainda está em andamento. Foram identificados aspectos relevantes quanto à metodologia empregada para capacitação e sua importância nas demais etapas da implantação. As dificuldades encontradas pelos participantes referem-se ao sistema operacional adotado e ao forte vínculo do resultado da avaliação aos processos de crescimento profissional e remuneração que se relacionam ao desafio de fortalecimento do propósito de desenvolvimento como foco do programa. / This study aimed to analyze how the process of implementation of a Competency Management Program in a public, general and university hospital is taking place from the perspective of hospital hotel services supervisors. The relevance of the study is supported by the importance of the theme, the social role of the Institution and the research on competency management in the hospital hotel services area, which have not yet been fully explored. The methodological course of this study was designed by a descriptive qualitative research through a case study. For the accomplishment of this research was counted on the participation of eleven supervisors of hospital hotel services and a professional of the hospital human resources. Data collection was done through focus groups, semi-structured interview, documentary analysis and participant observation. The review of the literature contemplated the concept of competencies, performance evaluation, competences performance management, competency survey and management by competences in the Brazilian public service. The presentation of the results was organized into three main categories (knowledge on competence management, implementation of the Competence Management Program and difficulties in the Competence Management Program) and eleven subcategories. The results showed that supervisors have an understanding of competencies based on knowledge, skills and attitudes and that the process of management by competences involves the follow-up and participation of the leaderships for the achievement of expected. The implementation of a performance evaluation system by competencies, according to the participants, was necessary to better follow up and develop their teams and it was verified that this process is still in progress. Relevant aspects were identified regarding the methodology used for training and its importance in the other stages of the implementation. The difficulties encountered by the participants refer to the operational system adopted and the strong linkage of the evaluation result to the processes of professional growth and remuneration which relate to the challenge of strengthening the purpose of development as the focus of the program.

In 2004, 6% of the Crowne Plaza Auckland Hotel's guests were Priority Club members. Two years later, this number has more than doubled to 13%. Are the Priority Club guests contributing to leverage the hotel's profitability? This research is aimed at answering the question if the continuous increase in the number of Priority Club guests staying at the Crowne Plaza Auckland Hotel is an opportunity for the property to effectively optimise its revenue generation performance. The study is essentially focused on assessing the ability of the loyalty programme to generate revenue to the hotel. The Priority Club Rewards is a demand-based, revenue-orientated marketing strategy which is predominantly aimed at 1) promoting and attracting its 30 million members worldwide to stay at the company's extensive portfolio of hotels as well as 2) to entice the club members to spend money on the hotels' services and facilities. In return for their loyalty, these customers are entitled to receive benefits that correspond to their membership level. From a revenue management perspective, the programme exists to strategically help hoteliers not only to achieve higher occupancy levels through repeat visits from the club members but to also leverage the hotel's revenue generating performance through encouraging its members to not only stay in suites and club rooms but also to use the property's services and facilities more regularly. In other words, the objective of the Priority Club Rewards is to help hoteliers attract customers to their properties and at the same time encourage them to spend money whilst onsite. It was found that the Priority Club programme is fulfilling its first core objective, which is to bring more customers to the Crowne Plaza Auckland property. Hence, this research is predominantly focused on assessing the rewards programme's ability to also assist the Auckland hotel to increase profitability. The objective of this project is to analyse whether or not the increasing growth in the number of club members staying at the property can also be interpreted as a growth in the hotel's revenue generation performance. Firstly, a thorough review of the literature was conducted in order to identify any previous academic work that specifically analysed the relationship between the areas of revenue management and loyalty marketing. However, no extensive previous research was found that effectively analysed how these two fields interact with each other, particularly in the hotel industry. Nevertheless, research from Internet articles and other web-based media resources was highly beneficial to the success of this research. There were two data collection processes employed in this research: a Priority Club Survey identified the needs and preferences of the club members when staying at the Auckland hotel and, secondly, a Spending Pattern Analysis was conducted based on the hotel guests' account statements. The results from these two research methods were then carefully analysed and interpreted in order to achieve an accurate set of resourceful conclusions and recommendations.

In 2004, 6% of the Crowne Plaza Auckland Hotel's guests were Priority Club members. Two years later, this number has more than doubled to 13%. Are the Priority Club guests contributing to leverage the hotel's profitability? This research is aimed at answering the question if the continuous increase in the number of Priority Club guests staying at the Crowne Plaza Auckland Hotel is an opportunity for the property to effectively optimise its revenue generation performance. The study is essentially focused on assessing the ability of the loyalty programme to generate revenue to the hotel. The Priority Club Rewards is a demand-based, revenue-orientated marketing strategy which is predominantly aimed at 1) promoting and attracting its 30 million members worldwide to stay at the company's extensive portfolio of hotels as well as 2) to entice the club members to spend money on the hotels' services and facilities. In return for their loyalty, these customers are entitled to receive benefits that correspond to their membership level. From a revenue management perspective, the programme exists to strategically help hoteliers not only to achieve higher occupancy levels through repeat visits from the club members but to also leverage the hotel's revenue generating performance through encouraging its members to not only stay in suites and club rooms but also to use the property's services and facilities more regularly. In other words, the objective of the Priority Club Rewards is to help hoteliers attract customers to their properties and at the same time encourage them to spend money whilst onsite. It was found that the Priority Club programme is fulfilling its first core objective, which is to bring more customers to the Crowne Plaza Auckland property. Hence, this research is predominantly focused on assessing the rewards programme's ability to also assist the Auckland hotel to increase profitability. The objective of this project is to analyse whether or not the increasing growth in the number of club members staying at the property can also be interpreted as a growth in the hotel's revenue generation performance. Firstly, a thorough review of the literature was conducted in order to identify any previous academic work that specifically analysed the relationship between the areas of revenue management and loyalty marketing. However, no extensive previous research was found that effectively analysed how these two fields interact with each other, particularly in the hotel industry. Nevertheless, research from Internet articles and other web-based media resources was highly beneficial to the success of this research. There were two data collection processes employed in this research: a Priority Club Survey identified the needs and preferences of the club members when staying at the Auckland hotel and, secondly, a Spending Pattern Analysis was conducted based on the hotel guests' account statements. The results from these two research methods were then carefully analysed and interpreted in order to achieve an accurate set of resourceful conclusions and recommendations.

Este estudo objetivou analisar como está acontecendo o processo de implantação de um Programa de Gestão por Competências na percepção dos supervisores de Hotelaria Hospitalar no Hospital de Clínicas de Porto Alegre. A relevância do estudo está apoiada na importância do tema, no papel social da Instituição e pelas pesquisas sobre gestão por competências na área de hotelaria hospitalar ainda não terem sido plenamente exploradas. O percurso metodológico deste estudo foi desenhado por uma pesquisa qualitativa descritiva por meio de estudo de caso. Para a realização desta pesquisa contou-se com a participação de onze supervisores de hotelaria hospitalar e um profissional da área de Gestão de Pessoas do hospital. A coleta de dados foi realizada através de grupos focais, entrevista semiestruturada e análise documental. A revisão da literatura contemplou o conceito de competências, avaliação de desempenho, gestão de desempenho por competências, levantamento de competências e gestão por competências no serviço público brasileiro. A apresentação dos resultados foi organizada em três categorias principais (conhecimento sobre gestão por competências, implantação do Programa de Gestão por Competências e dificuldades no Programa de Gestão por Competências) e onze subcategorias. Os resultados apontaram que os supervisores possuem um entendimento sobre competências baseado em conhecimentos, habilidades e atitudes e que o processo de gestão por competências envolve acompanhamento e participação das lideranças para que os resultados esperados sejam alcançados. A implantação de um sistema de avaliação de desempenho por competências, na visão dos participantes, era necessária para melhor acompanhar e desenvolver suas equipes e constatou-se que esse processo ainda está em andamento. Foram identificados aspectos relevantes quanto à metodologia empregada para capacitação e sua importância nas demais etapas da implantação. As dificuldades encontradas pelos participantes referem-se ao sistema operacional adotado e ao forte vínculo do resultado da avaliação aos processos de crescimento profissional e remuneração que se relacionam ao desafio de fortalecimento do propósito de desenvolvimento como foco do programa. / This study aimed to analyze how the process of implementation of a Competency Management Program in a public, general and university hospital is taking place from the perspective of hospital hotel services supervisors. The relevance of the study is supported by the importance of the theme, the social role of the Institution and the research on competency management in the hospital hotel services area, which have not yet been fully explored. The methodological course of this study was designed by a descriptive qualitative research through a case study. For the accomplishment of this research was counted on the participation of eleven supervisors of hospital hotel services and a professional of the hospital human resources. Data collection was done through focus groups, semi-structured interview, documentary analysis and participant observation. The review of the literature contemplated the concept of competencies, performance evaluation, competences performance management, competency survey and management by competences in the Brazilian public service. The presentation of the results was organized into three main categories (knowledge on competence management, implementation of the Competence Management Program and difficulties in the Competence Management Program) and eleven subcategories. The results showed that supervisors have an understanding of competencies based on knowledge, skills and attitudes and that the process of management by competences involves the follow-up and participation of the leaderships for the achievement of expected. The implementation of a performance evaluation system by competencies, according to the participants, was necessary to better follow up and develop their teams and it was verified that this process is still in progress. Relevant aspects were identified regarding the methodology used for training and its importance in the other stages of the implementation. The difficulties encountered by the participants refer to the operational system adopted and the strong linkage of the evaluation result to the processes of professional growth and remuneration which relate to the challenge of strengthening the purpose of development as the focus of the program.

Este estudo objetivou analisar como está acontecendo o processo de implantação de um Programa de Gestão por Competências na percepção dos supervisores de Hotelaria Hospitalar no Hospital de Clínicas de Porto Alegre. A relevância do estudo está apoiada na importância do tema, no papel social da Instituição e pelas pesquisas sobre gestão por competências na área de hotelaria hospitalar ainda não terem sido plenamente exploradas. O percurso metodológico deste estudo foi desenhado por uma pesquisa qualitativa descritiva por meio de estudo de caso. Para a realização desta pesquisa contou-se com a participação de onze supervisores de hotelaria hospitalar e um profissional da área de Gestão de Pessoas do hospital. A coleta de dados foi realizada através de grupos focais, entrevista semiestruturada e análise documental. A revisão da literatura contemplou o conceito de competências, avaliação de desempenho, gestão de desempenho por competências, levantamento de competências e gestão por competências no serviço público brasileiro. A apresentação dos resultados foi organizada em três categorias principais (conhecimento sobre gestão por competências, implantação do Programa de Gestão por Competências e dificuldades no Programa de Gestão por Competências) e onze subcategorias. Os resultados apontaram que os supervisores possuem um entendimento sobre competências baseado em conhecimentos, habilidades e atitudes e que o processo de gestão por competências envolve acompanhamento e participação das lideranças para que os resultados esperados sejam alcançados. A implantação de um sistema de avaliação de desempenho por competências, na visão dos participantes, era necessária para melhor acompanhar e desenvolver suas equipes e constatou-se que esse processo ainda está em andamento. Foram identificados aspectos relevantes quanto à metodologia empregada para capacitação e sua importância nas demais etapas da implantação. As dificuldades encontradas pelos participantes referem-se ao sistema operacional adotado e ao forte vínculo do resultado da avaliação aos processos de crescimento profissional e remuneração que se relacionam ao desafio de fortalecimento do propósito de desenvolvimento como foco do programa. / This study aimed to analyze how the process of implementation of a Competency Management Program in a public, general and university hospital is taking place from the perspective of hospital hotel services supervisors. The relevance of the study is supported by the importance of the theme, the social role of the Institution and the research on competency management in the hospital hotel services area, which have not yet been fully explored. The methodological course of this study was designed by a descriptive qualitative research through a case study. For the accomplishment of this research was counted on the participation of eleven supervisors of hospital hotel services and a professional of the hospital human resources. Data collection was done through focus groups, semi-structured interview, documentary analysis and participant observation. The review of the literature contemplated the concept of competencies, performance evaluation, competences performance management, competency survey and management by competences in the Brazilian public service. The presentation of the results was organized into three main categories (knowledge on competence management, implementation of the Competence Management Program and difficulties in the Competence Management Program) and eleven subcategories. The results showed that supervisors have an understanding of competencies based on knowledge, skills and attitudes and that the process of management by competences involves the follow-up and participation of the leaderships for the achievement of expected. The implementation of a performance evaluation system by competencies, according to the participants, was necessary to better follow up and develop their teams and it was verified that this process is still in progress. Relevant aspects were identified regarding the methodology used for training and its importance in the other stages of the implementation. The difficulties encountered by the participants refer to the operational system adopted and the strong linkage of the evaluation result to the processes of professional growth and remuneration which relate to the challenge of strengthening the purpose of development as the focus of the program.

The thesis analyses and evaluates services and other aspects associated with a running of a hotel. The aim is to offer proposals to increase a competitiveness of a hotel and to give effective alternatives for hotel space usage. The research was done for a three-star hotel Kozak in Brno owned by Kozak Invest a.s.

Submitted by Jorge Silva (jorgelmsilva@ufrrj.br) on 2017-08-04T18:45:19Z No. of bitstreams: 1 2016 - Daniella Cristina Santos Quevedo.pdf: 2678430 bytes, checksum: e08acb28f9b15508f9380dc0b40ccd69 (MD5) / Made available in DSpace on 2017-08-04T18:45:19Z (GMT). No. of bitstreams: 1 2016 - Daniella Cristina Santos Quevedo.pdf: 2678430 bytes, checksum: e08acb28f9b15508f9380dc0b40ccd69 (MD5) Previous issue date: 2016-12-16 / This dissertation has as general focus, search how Club Med Brasil uses the recovery of failures in the provision of hotel services as a tool of relationship with their clients. The choice for this theme was due to the relevance that the recovery of failures in services has in construction and maintenance on relationship of the companies with its clients since that clients are even more demand and consciuos of their rights on provision of services provided by a company. The provision of services in the hotel industry in particular, failures are inherent to the activities made on uncountable variables. That's why companies need to have estrategies well defined about their process, procedures, instruments and action plans so that their employees can act quickly and on a effective way in critical incident cases occurred on 'moments of truth', wich are moments of direct interaction between representatives of the company and their clients. About theoretical basis, were discussed concepts of marketing, services marketing, characterization and quality of services, satisfaction of clients and their expectations, failures on services, recovery of failures in services, the importancy of people in it, relationship and finally, tourism and hospitality. About this study, the methodology used was a qualitative approach of an exploratory and descriptive nature, with collected data by deep interviews ways. Ten interviews were made with employees that hold management positions and are directly linked to the department that takes care of the relationship between Club Med and their clients. The collected datas on those interviews were interpreted through the analysis of the content. The main conclusions show that Club Med Brasil intend act as preventive way on failures in the provision of its hotel services, not omitting when it occures and having the quick reaction as a feature when the clients need. The Club Med Brasil owns procedures to treat the recovery of failures in its hotel services, aiming the improvement of quality on provided services, the increase of satisfaction level and fortification of building and mainteance of the relationship with clients. However, it seems to need of an step inside its process of recovery on failures of services, as new procedures and tools so that it will be able to get an final evaluation on its actions, internal procedures and propposal of adopted solutions to identify the final level of clients satisfaction. / Esta disserta??o teve como objetivo geral pesquisar como o Club Med Brasil utiliza a recupera??o de falhas na presta??o dos servi?os hoteleiros como ferramenta de relacionamento com os seus clientes. A escolha do tema se deu em fun??o da relev?ncia que a recupera??o de falhas em servi?os possui na constru??o e manuten??o do relacionamento das organiza??es com seus clientes, uma vez que os mesmos est?o cada vez mais exigentes e conscientes dos seus direitos quando da presta??o de servi?os por parte de uma empresa. No ramo hoteleiro em especial, na presta??o de servi?os as falhas s?o inerentes ?s atividades realizadas fun??o de in?meras vari?veis. Por este motivo ? preciso que as organiza??es tenham estrat?gias bem definidas quanto aos seus processos, procedimentos, instrumentos e planos de a??o, para que seus funcion?rios possam atuar de forma r?pida e eficaz em casos de incidentes cr?ticos ocorridos nos ?momentos da verdade?, que s?o os momentos de intera??o direta entre os representantes da empresa e os seus clientes. Na fundamenta??o te?rica foram abordados conceitos de marketing, marketing de servi?os, caracteriza??o dos servi?os, qualidade em servi?os e satisfa??o de cliente, as expectativas dos clientes e as falhas nos servi?os, a recupera??o de falhas em servi?os, a import?ncia das pessoas na recupera??o de falhas em servi?os, marketing de relacionamento e por fim, turismo e hotelaria. No estudo a metodologia utilizada foi uma abordagem qualitativa, de cunho explorat?rio e descritivo, com os dados coletados por meio de entrevistas aprofundadas. Foram realizadas dez entrevistas com funcion?rios que ocupam cargos de gest?o e que est?o diretamente ligados ao departamento que trata do relacionamento entre o Club Med Brasil e seus clientes. Os dados coletados nas referidas entrevistas foram interpretados atrav?s da an?lise de conte?do. As principais conclus?es demonstram que o Club Med Brasil busca atuar de forma preventiva no que tange as falhas na presta??o de seus servi?os hoteleiros, n?o se omitindo quando as mesmas ocorrem, tendo como caracter?stica a r?pida rea??o quando do acionamento pelo cliente. O Club Med Brasil possui procedimentos para tratar da recupera??o de falhas nos seus servi?os hoteleiros, visando assim melhorar a qualidade dos servi?os prestados, aumento no n?vel de satisfa??o e fortalecimento da constru??o e manuten??o do relacionamento com os seus clientes. No entanto, parece carecer de uma etapa dentro do seu processo de recupera??o de falhas nos servi?os, entendam-se novos procedimentos e novos instrumentos, que seja capaz de obter uma avalia??o final das suas a??es, seus procedimentos internos e das propostas de solu??es adotadas, no sentido de identificar o n?vel final de satisfa??o dos clientes.

The goal of my diploma theses is to use the questionnaire research to analyse the Hotel Kaskády guests' satifisfaction with the services provided. This work is trying to focus on psychology of satisfying customers' needs and the uniqueness of each guest's personality. The other goal is to improve the questionnaire form used for the hotel research and come out with the ideas how to make it more simple for the guests and more practical and valuable according to the results the questionnaire brings.

The goal of this thesis is to create a marketing strategy for the hotel Jana a.s. located in Přerov (cental Moravia). It is divided into theoretical and practical part. The theoretical part introduces the basic marketing terms and the practical part applies them in practise on the example of hotel Jana a.s. Marketing research is included in order to analyze the current situation within internal and external environment of the hotel. The data from the hotel and his annual reports were used together with data from Czech Statistical Office and responsible ministries. Financial situation is analyzed using horizontal and vertical analysis of assets and liabilities plus some selected indicators (ROA, ROE etc.). The strategy is build and marketing mix is designed based on the outcome of all analyses.

La tecnología es un factor esencial pues transforma, influye y brinda grandes beneficios a la humanidad; dentro de ella destaca la inteligencia artificial, la cual en los últimos años ha sido de gran ayuda para diferentes rubros. Uno de ellos es el sector hotelero, el cual ha ido implementando en sus servicios la inteligencia artificial según las exigencias del mercado. La presente investigación se centra en determinar las consecuencias de la inteligencia artificial en el sector hotelero. Se analizará las consecuencias positivas y negativas de dicha tecnología y cómo se está implementando en la industria hotelera actualmente. El presente estudio se sustenta en la revisión de literatura de revistas científicas y tesis de grado. Asimismo, se utiliza el enfoque metodológico integrador, el cual sintetiza y examina la literatura encontrada sobre el tema a investigar para encontrar nuevas definiciones y perspectivas. Se obtuvo como hallazgo que el uso de la inteligencia artificial beneficia al sector hotelero de diferentes maneras, por ejemplo, automatizando servicios, reduciendo los tiempos y costos, entre otros. Asimismo, la mayoría de estudios se concentran en consecuencias positivas. En conclusión, la inteligencia artificial es de beneficio para el sector hotelero, ya que disminuye tiempos, reduce costos, y ayuda a obtener información valiosa para la toma de decisiones. / Technology is an essential factor because it transforms, influences, and provides great benefits to humanity; inside it, artificial intelligence stands out, which has been of great help to different areas in recent years. One of them is the hotel sector, which has been implementing artificial intelligence in its services according to market demands. This research work is focused on determining the consequences of artificial intelligence in the hotel sector. It will analyze this technology’s positive and negative aspects and how it is currently being implemented in the hotel industry. This study is based on the literature review of scientific journals and theses. Furthermore, this research uses the integrative methodological approach, which synthesizes and examines the literature to find new definitions and perspectives. In conclusion, the use of artificial intelligence benefits the hotel sector in different ways, for example, automating services, reducing time and costs, among others. In conclusion, artificial intelligence is beneficial for the hotel sector, since it reduces time, reduces costs, and helps to obtain valuable information for decision-making. / Trabajo de investigación