Research Project (M.B.A.) - Simon Fraser University, 2005. / Research Project (Faculty of Business Administration) / Simon Fraser University. Senior supervisor : Dr. Jennifer C. Chang. Includes bibliographical references (p. 39-41).

Research Project (M.B.A.) - Simon Fraser University, 2005. / Theses (Faculty of Business Administration) / Simon Fraser University.

Thesis (Ph. D.)--University of California, San Diego, 2007. / Title from first page of PDF file (viewed June 11, 2007). Available via ProQuest Digital Dissertations. Vita. Includes bibliographical references (p. 191-195).

Traditionally, tourism was placed second as a priority in the agenda of investors, policy makers, and academics. Nowadays, a significant reappraisal of its role in socioeconomic development is taking place, which values tourism as a source for earning export revenues, generating large numbers of jobs, promoting economic growth and a more services-oriented economy not only in developing but also in developed countries (UNCTAD, 2007). According to World Tourism Organization (WTO), the European Union (EU) numbered six Member States among the top 10 countries in the world welcoming the largest number of international tourist arrivals. Within the EU, receipts from international tourism in 2008 were highest in Spain, France, and Italy, followed by Greece and Portugal Previous studies have attempted to explain destination and/or firm strategic positions by focusing on (mostly demand side factors) prices, exchange rates, qualitative and other institutional factors. Supply side factors and in particular company strategy contact and performance have not been taking explicitly into consideration. However, important pioneer research has been done regarding the globalization of the service sector and the hotel industry (Dunning and McQueen 1981, 1982; Boddewyn et al., 1986; Li and Guisinger, 1992; Dunning and Kundu, 1995; Constractor and Kundu, 1995). The topic under scrutiny is, therefore, to investigate whether MNEs operating in Greece, France, Spain, Portugal and Italy perform differently than domestically owned firms. In particular, we seek to identify the relevant factors that may explain the performance implications of foreign ownership for a large cross section of firms in Greek, French, Spanish, Portugues and Italian industries, controlling for a number of factors affecting firms’ performance. A closely related topic is to examine whether MNEs perform well per se, or their relative superior performance is a consequence of the detrimental effect they may exercise on domestic profitability. Additionally, we will try to determine the relative importance of the firm and destination effects using a multilevel approach and hierarchical linear models. / Παραδοσιακά, ο τουρισμός καταλάμβανε τη δεύτερη θέσω ως προτεραιότητας στην ατζέντα των επενδυτών, των φορέων χάραξης πολιτικής καθώς και στην ατζέντα της ακαδημαϊκής κοινότητας. Σήμερα, μια σημαντική επανεκτίμηση του ρόλου του τουρισμού στην κοινωνικοοικονομική ανάπτυξη λαμβάνει χώρα, η οποία εκτιμά τον τουρισμό ως πηγή για την απόκτηση εσόδων από τις εξαγωγές, δημιουργώντας μεγάλο αριθμό θέσεων εργασίας, προώθηση της οικονομικής ανάπτυξης και μια πιο προσανατολισμένη στις υπηρεσίες οικονομία, όχι μόνο στις αναπτυσσόμενες αλλά και στις ανεπτυγμένες χώρες (UNCTAD, 2007). Σύμφωνα με τον Παγκόσμιο Οργανισμό Τουρισμού (WTO), η Ευρωπαϊκή Ένωση (ΕΕ) αριθμούσε έξι κράτη μέλη μεταξύ των κορυφαίων 10 χωρών του κόσμου καλωσορίζοντας τον μεγαλύτερο αριθμό διεθνών τουριστικών αφίξεων. Εντός της ΕΕ, τα έσοδα από το διεθνή τουρισμό το 2008 ήταν υψηλότερα στην Ισπανία, τη Γαλλία και την Ιταλία, ακολουθούμενη από την Ελλάδα και την Πορτογαλία. Προηγούμενες μελέτες έχουν προσπαθήσει να εξηγήσουν τον τουριστικό προορισμό λαι/ή τη την στρατηγική της εταιρείας, εστιάζοντας σε (ως επί το πλείστον) παράγοντες από πλευράς της ζήτησης, των τιμών, των συναλλαγματικών ισοτιμιών, ποιοτικών και άλλων θεσμικών παραγόντων. Παράγοντες από την πλευρά των προμηθειών και ιδίως την στρατηγική επαφή της εταιρείας και την επίδοσή της δεν έχουν ληφθεί ρητά υπόψη. Ωστόσο, σημαντική και πρωτοπόρος έρευνα έχει γίνει σχετικά με την παγκοσμιοποίηση του τομέα των υπηρεσιών και της ξενοδοχειακής βιομηχανίας (Dunning and McQueen 1981, 1982; Boddewyn et al., 1986; Li and Guisinger, 1992; Dunning and Kundu, 1995; Constractor and Kundu, 1995). Το υπό εξέταση θέμα, ως εκ τούτου ερευνήθηκε εάν οι πολυεθνικές εταιρείες που λειτουργούν στην Ελλάδα, τη Γαλλία, την Ισπανία, την Πορτογαλία και την Ιταλία έχουν διαφορετική απόδοση από ό,τι αν λειτουργούσαν στη χώρα προέλευσης της μητρικής τους εταιρείας. Ειδικότερα, επιδιώχθηκε να εντοπιστούν παράγοντες που μπορούν να εξηγήσουν τις επιπτώσεις των επιδόσεων της ξένης ιδιοκτησίας για μια μεγάλη διατομή των επιχειρήσεων στην Ελλάδα, τη Γαλλία, την Ισπανία, την Ιταλία και την Πορτογαλία, ελέγχοντας έναν σημαντικό αριθμό παραγόντων που επηρεάζουν την απόδοση των επιχειρήσεων. Ένα θέμα επίσης που εξετάστηκε είναι το κατά πόσο οι πολυεθνικές εταιρείες έχουν καλύτερη επίδοση ή οι σχετικά ανώτερες επιδόσεις τους είναι συνέπεια της αρνητικής επίδοσης που έχουν οι εγχώριες πολυεθνικές επιχειρήσεις. Επιπλέον, προσδιορίζουμε την σημαντική επίπτωση που έχουν τα χαρακτηριστικά της εταιρείας και ο προορισμός χρησιμοποιώντας μια πολυεπιπέδη προσέγγιση και ιεραρχικά γραμμικά μοντέλα.

O objetivo do presente trabalho é investigar as características do processo empreendedor na pequena hotelaria da Região das Hortênsias, Rio Grande do Sul, através da análise do perfil de seus empreendedores, do processo histórico de implantação desses empreendimentos e da origem dos empreendedores, identificando quais são suas motivações. Para isso, foi feita uma revisão teórica a respeito das questões que envolvem o tema empreendedorismo. A dissertação está dividida em sete tópicos principais: empresas familiares, microempresa e pequena hotelaria no Brasil, viabilidade e implantação de empreendimentos, estratégia, empreendedorismo, abordagens teóricas e perfil do empreendedor. Foi realizada uma pesquisa de campo na pequena hotelaria das cidades de Canela, Gramado, São Francisco de Paula e Nova Petrópolis, visando traçar o perfil dos empreendedores, bem como o processo por eles adotado para a viabilização e implantação de seus empreendimentos e suas capacidades envolvendo o processo de análise ambiental, de manter equipe e de correr riscos. A partir da constatação da ausência de uma análise ambiental, da falta de pesquisa de mercado e de estudos de viabilidade econômico-financeira, entre outros aspectos, concluiu-se que essa capacidade empreendedora é de grau médio. Existem, portanto, oportunidades para qualificação no sentido de um posicionamento mais competitivo, com mais qualidade e ´agressividade` nesse mercado já tão concorrido. / Submitted by Marcelo Teixeira (mvteixeira@ucs.br) on 2014-05-05T19:24:23Z No. of bitstreams: 1 DISSERTACAO EDUARDOFARACO1310.pdf: 705614 bytes, checksum: 194b7edebd60be0ee17e2e8e076a630c (MD5) / Made available in DSpace on 2014-05-05T19:24:23Z (GMT). No. of bitstreams: 1 DISSERTACAO EDUARDOFARACO1310.pdf: 705614 bytes, checksum: 194b7edebd60be0ee17e2e8e076a630c (MD5) / The objective of this work is to investigate the characteristics of the entrepreneurial process in the small hotels situated in the Hortênsias Region, Rio Grande do Sul, through the analysis of the entrepreneurs profile, the historic process carried out, entrepreneurs background, identifying which are their motivations. For that, it was made a theoretical revisit concerning aspects related to entrepreneurship. The study is divided into seven main topics: family enterprises, small enterprises and small hotels in Brazil, feasibility, strategies, entrepreneurship, theoretical approaches and entrepreneur profile. Soon after, a field research was conducted in the small hotels in the cities of Canela, Gramado, São Francisco de Paula e Nova Petrópolis, with the objective of tracing the entrepreneurs profile, as well as the process carried out by them for the enterprises feasibility, and to determine their entrepreneurial capacity formed by environmental analysis capacity, staff maintenance capacity and risk taking capacity. After verifying the lack of environmental analysis, lack of market research and feasibility studies, among other aspects, it was concluded that the entrepreneurial capacity is of a medium level. Thus, there are qualification opportunities for a more competitive positioning with more quality and audacious actions in a market already with a great deal of competition.

This study is about assessing security measures in the hotel industry in Gauteng Province, South Africa. The researcher divided Gauteng into five regions (Mogale City; Tshwane; Central Johannesburg; Ekurhuleni; and Sedibeng). The researcher adopted the qualitative approach where one-on-one interviews were conducted with the participants. There were 20 hotels that were selected to participate in the study. From the 20 hotels, where only one participant from each was involved, the researcher conducted one-on-one interviews with twenty (20) Security Managers or anybody who was responsible for the security functions at senior level at the hotels. A semi-structured interview schedule with probing questions was used as a guide to obtain comprehensive information about security measures from the participants. Random sampling approach was used in the study. From the population of 70 hotels in Gauteng, where the sample of twenty (20) was derived, was the group within which the researcher was interested in for obtaining data. Since Gauteng Province is huge, the researcher only conducted research within the four metropolitan areas consisting of Johannesburg, Mogale City, Tshwane and Ekurhuleni. The aims and objectives of the research study are as follows: • Outline the nature of business that hotels are engaged in; • Investigate if there are security policies and procedures as part of effective security component; • Examine what important assets need to be protected at hotel facilities; • Uncover the risks facing assets in the hotel facilities; • Determine what incidents of loss took place in the hotel facilities; • Examine what assets are mainly targeted by perpetrators at hotels; • Uncover the profile and modus operandi of hotel perpetrators; • Examine the effectiveness of security measures and systems that are put in place at hotels; • Explore if security systems are integrated at hotels; • Determine the frequency of conducting risk assessment at hotels; • Check if pre and post-employment screening is conducted for security officers at hotels; • Find out if the guests inquire about security measures when making reservations; and • Find out how guests feel about security at the hotel facilities. The study revealed the following: • Hotels are business entities which attract different types of guests, nationally and internationally. Different services that are offered at the hotels which make hotels the main choice of destination to the guests are: accommodation for sleeping, leisure, and work commitments such as workshops or conferences. The study also revealed that most of the clientele comes from the corporate sector. • There are basic security measures in place in the hotels. These range from security policies, security procedures, physical security (for example, technological security such as Close Circuit Television (CCTV) surveillance system, adequate security lighting, security personnel (contract or in-house), alarm systems, armed response, access control systems and security fence or walls). The security measures were also appeared to be put in place in accordance with the location of the hotel. If the hotel was surrounded by other business areas, the level of security was more focused in the inner security layer. If the hotel was standing alone, the different security layers (the inner security layer, the outer and the middle security layers) were adequately protected. • Hotels are faced with different risks such as theft, prostitution, murder and assault, among others. Theft however was found to be across the board; for example, people were stealing the hoteliers’ property or the guests’ property. • Prostitution was found to be prevalent at hotels. Prominent people from political arena, corporate environment and other guests were interested in the prostitutes. Prostitutes were said to have their own modus operandi of using drugs to their prospective clients and then rob them of their money and belongings thereafter. • Most of the assets which are targeted by hotel perpetrators were found to be: guests/hotel money, hotel goods, guests’ cars, goods in guests’ cars, televisions, home music systems and mobile devices such as laptops and cell phones. • The profile and modus operandi of hotel perpetrators. • Security assessments are conducted at hotels so as to figure out what security risks are facing the hotels. • Hotels need to be protected at all times against criminality as it tarnishes their image. • Most of the guests do enquire about the safety of the hotel before making a booking. Some of the guests mainly from the corporate sector do send their security specialists to assess the level of security at the hotel prior to making a booking. As the findings on this study were based on aims and objectives, recommendations for crime combating, proactive protection and future research were identified. The recommendations will, hopefully, also improve any inadequate security measures that may have been revealed by the study. / Criminology and Security Science / M.A. (Criminal Justice)

Dans un environnement concurrentiel et des modes de vie et de consommation en évolution permanente, l’offre hôtelière et les services développés autour de l’hébergement et de la restauration tels qu’offerts aujourd’hui ne garantissent plus toujours ni l’attractivité ni la rentabilité nécessaire à la pérennité du modèle économique de ce secteur. La modélisation d’une "nouvelle" hôtellerie est nécessaire afin de répondre aux attentes de la clientèle tout en tenant compte des coûts et des contraintes d’exploitation, notamment le « service hôtelier » jouant un rôle déterminant dans les processus de production et de distribution du service ainsi que dans la qualité perçue par le client. Les déterminants de la performance opérationnelle hôtelière ont évolué au cours de différents cycles transformant le « moderne » en « traditionnel ».Cette thèse débute par l’exploration de ces évolutions dans les hôtels milieu de gamme en France au travers d’une étude de terrain menée dans douze hôtels ainsi qu’au siège du groupe AccorHotels en France. Cette étape, interrogeant sur l’avenir de l’hôtellerie milieu de gamme en France, a soulevé des questions de recherche interrogeant l’importance du personnel dans la production de produits et services hôteliers milieu de gamme dans notre société, et plus largement du capital humain (au sens microéconomique) dans l’hôtellerie. Nous avons ainsi décidé d’explorer les liens entre le personnel et la performance opérationnelle hôtelière. Celle-ci est composée des résultats économiques, de la qualité perçue par les clients ainsi que des paramètres liés au contexte des hôtels. A partir d’une étude approfondie portant sur l’ensemble des méthodologies et mesures du capital humain, nous avons choisi de le mesurer via l’engagement des collaborateurs au travail en nous appuyant sur un échantillon de 146 hôtels milieu de gamme (représentant 3740 collaborateurs) du groupe AccorHotels en France. Nous avons également mesuré, pour chacun de ces hôtels, un ensemble de données de contexte (taille, localisation, mix client, niveau de digitalisation, rénovations, …), le résultat d’exploitation (Earnings Before Interest Taxes), le chiffre d’affaires par chambre disponible (RevPar) et une mesure de la qualité perçue par les clients (Reputation Performance Score).Cette thèse montre les liens existants entre le résultat d’exploitation par chambre, la qualité perçue par les clients et l’engagement des collaborateurs au travail. Nous développerons leurs antécédents respectifs ainsi que la nature de leurs relations statistiques croisées.Cette thèse montre qu’en tant qu’antécédent significatif de la qualité perçue par les clients (lui-même antécédent du résultat d’exploitation), l’engagement des collaborateurs au travail est déterminant dans l’obtention d’une meilleure performance pour les hôtels milieu de gamme en France. Pour aller plus loin, l’identification d’une typologie d’hôtels basée sur ces liens permet d’obtenir simultanément une vision globale et segmentée de l’hôtellerie milieu de gamme en France et du rôle par type d’hôtels du personnel pour l’acquisition d’une performance élevée. / In a competitive environment and with constantly changing lifestyle and consumption habits, the hotel industry offer, and the services built around accommodation and catering as we know its today, do not guaranty the attractiveness, or the profitability, that is needed for this sector to remain sustainable. The modeling of a "new" hotel industry is necessary to meet customer expectations while taking into account the costs and operating constraints, particularly the "hotel industry service" playing a key role in the production and distribution processes of the service as well as in the quality perceived by the customer. The determinants of the hotel operational performance have evolved in different cycles turning the "modern" into "traditional".This thesis begins with the exploration of these developments in mid-ranged hotels in France through a field study conducted in twelve hotels and the headquarters of the AccorHotels group in France. This step, questioning the future of mid-ranged hotels in France, raised research questions wondering about the importance of the staff in the production of mid-ranged hotels products and services in our society, and more broadly, the importance of the human capital (in the microeconomic meaning) in the hotel industry.We decided to explore the links between staff and the hotel operational performance. This performance is composed of economic results, the quality perceived by the customers as well as parameters related to the context of the hotels. Based on an in-depth study of all the methodologies and measures of human capital, we chose to measure it through employee engagement at work, using a sample of 146 mid-range hotels (representing 3740 employees) of the AccorHotels group in France. We also measured, for each hotel, a set of context data (size, location, customer mix, level of digitization, renovations...), the operating result (Earnings Before Interest Taxes), the number of business per room available (RevPar) and a measure of the quality perceived by customers (Reputation Performance Score).This thesis shows the links between the operating result per room, the quality perceived by customers and the commitment of employees to work. We will develop their respective antecedents as well as the nature of their cross-statistical relationships.This thesis prooves that as a significant precedent of the quality perceived by the customers (itself an antecedent of the operating result), the commitment of the collaborators into their work is instrumental in order to obtain a better performance for the mid-ranged hotels in France. To go further, the identification of a typology of hotels based on these links makes us able to obtain simultaneously a global and a segmented view of the mid-range hotel business in France and the role by type of hotels of staff in order to reach a higher performance.

presente pesquisa se propõe a analisar informações de hóspedes sobre meio ambiente, considerando a seguinte pergunta: a variável ambiental é contemplada na escolha do meio de hospedagem e do destino turístico? Para tal foram selecionados dois meios de hospedagem: o primeiro localizado na cidade de Canela e o segundo no município de Caxias do Sul. Como objetivos específicos desta pesquisa, podem ser citados, verificar: a) o perfil dos hóspedes dos dois meios de hospedagem; b) como o hóspede obtém informações sobre os municípios e meios de hospedagem; c) o conhecimento dos hóspedes sobre o saneamento básico do município de origem e da destinação turística; d) ocorrência de separação dos resíduos pelos hóspedes em sua residência e no meio de hospedagem; e) se o saneamento básico é fator de escolha do meio de hospedagem pelos hóspedes; f) se práticas ambientais é fator de escolha dos meios de hospedagem pelos hóspedes; g) se o hóspede tem compromisso com o meio ambiente e h) se os meios de hospedagem devem ter compromisso com o meio ambiente. Para atender aos objetivos propostos por este estudo, foram aplicados questionários nos dois meios de hospedagem, durante dois períodos distintos, alta e baixa estação, respeitando o calendário turístico de cada município. A primeira parte do questionário está relacionada às perguntas sobre dados pessoais dos hóspedes: a) idade; b)gênero; c) escolaridade; d) motivos da viagem; e) município de origem; f) informação sobre responsabilidade ambiental e g) como obteve informações do município e do meio de hospedagem visitado. Na segunda parte do questionário, intitulado Motivos para escolha do destino turístico e dos meios de hospedagem , foram utilizadas questões que buscam identificar motivações e percepções dos hóspedes em relação à variável ambiental. Essa parte contemplou situações como: a) informações sobre o conhecimento da situação de saneamento básico (água de abastecimento, resíduos sólidos e tratamento de esgoto) do município de origem dos hóspedes; b) informações sobre o conhecimento da situação de saneamento básico do destino turístico; c) informações sobre a separação dos resíduos sólidos em casa e nos meios de hospedagem; d) informações sobre o saneamento básico (água de abastecimento, resíduos sólidos e tratamento de esgoto) e práticas ambientais serem fatores decisivos na escolha do destino turístico e e) informações sobre o compromisso do hóspede e dos meios de hospedagem com a preservação do meio ambiente. Os resultados permitem concluir que os hóspedes manifestam interesse pelas relações entre turismo, meio de hospedagem e meio ambiente. Porém, há ainda uma lacuna nas informações dos mesmos sobre a situação ambiental dos destinos turísticos e meios de hospedagem. Cabe destacar que o papel do hóspede é importante na tomada de decisão dos gestores, interferindo na adoção de práticas ambientais no âmbito dos meios de hospedagem. / Submitted by Marcelo Teixeira (mvteixeira@ucs.br) on 2014-05-21T19:32:53Z No. of bitstreams: 1 Dissertacao Thiago Jose C Alves.pdf: 586844 bytes, checksum: 4dccaf3418cd37272c72b7e0b909c08b (MD5) / Made available in DSpace on 2014-05-21T19:32:53Z (GMT). No. of bitstreams: 1 Dissertacao Thiago Jose C Alves.pdf: 586844 bytes, checksum: 4dccaf3418cd37272c72b7e0b909c08b (MD5) / This research wants to study the relation between the guests´ behaviour and the environment, regarding the next question: Is the environmental variable regarded in the choice of the hotel and the touristic destinations? To this, two hotels were selected, the first located in the Canela city, and the second in the Caxias do Sul city. In this research the specifics purposes are: a) the guests profile in the both hotels; b) how the guest gets information about the cities and the hotels; c) the guests´ knowledge about the hometown´s and touristic destination´s health measures; d) the occurrence of waste separation by the guest at their houses and at the hotel; e) if the health measures is factor of choice of the hotel by the guests; f) if environmental practices is factor of choice of the hotel by the guests; g) if the guests have a commitment with the environment and h) if the hotels should have a commitment with the environment. To attend the purposes of this study, questionnaires were applied with the guests of the two hotels during two different periods, high and low season, respecting the hotels touristic calendar. The questionnaire have two parts: the first with questions about the personal information, where are contemplated data like: a) age; b) gender; c) instruction; d) the motivation to travel; e) the hometown; f) information about environmental responsibility and g) how the tourist gets information about the city and the hotel visited. In the second part entitled Motivations in the choice of the Touristic Destination and the Hotels questions intent to identify guests´ motivations and perceptions in relation to environmental variable. This part regarded situations like: a) information about the knowledge of the guests hometown health measures situation (supply water, waste and sewerage treatment); b) information about the knowledge of the touristic destination health measures situation; c) information about the waste separation at home and at the hotel; d) information if the health measures and environmental practices are important factors to the choice of the touristic destination and e) information about guests and hotels engagement with environmental preservation. The results allow to conclude that the guests show interest about the relations between the tourism, the hotels and the environment. However, there is a lacuna in the information about the environmental situation of the touristic destinations and the hotels. It is noted that the guest role is important in the make decision of managers, interfering in the adoption of environmental practices in the hotels scope.

Resumo: Em meio às transformações contemporâneas, as cidades necessitam adequar sua dinâmica social, econômica e espacial para se adaptarem ao mundo globalizado. Percebe-se, então, uma grande especialização dos espaços e, no caso da metrópole, sua funcionalidade manifesta cada vez mais sua articulação com as economias regionais e nacionais, tornando-se lugar estratégico no contexto da globalização. Provedora de serviços especializados para suprir as necessidades de seu entorno, a metrópole também necessita possuir serviços de hospedagem para acolher os fluxos gerados pelos negócios que ali acontecem. Esta pesquisa tem como objetivo geral analisar as implicações do turismo de negócios e eventos no município de Campinas, a partir de sua configuração como sede de uma região metropolitana, por meio de um estudo de seu setor hoteleiro. Analisando as características deste setor, a partir de sua multifuncionalização, esta pesquisa reflete sobre como vem se constituindo tal atividade econômica na cidade. A metodologia para sua elaboração teve como base o método dialético, fundamentando-se na teoria estruturalista preconizada por Santos (1997), que elege quatro categorias de análise do espaço - forma, função, estrutura e processo. Com base na pesquisa realizada, concluiu-se que o turismo em Campinas é, predominantemente, relacionado a negócios e eventos, apresentando boas condições de atendimento, além de que, os recentes fatos ocorridos no cenário econômico de Campinas desenham um quadro promissor à consolidação desta cidade como um destino de turismo de negócios e eventos. / Abstract: Amid the contemporary transformations, cities need to adjust its dynamic social, economic and space to adapt to the globalized world. It is perceived, then, a great expertise in the spaces and in the case of the metropolis, its functionality increasingly obvious with its national and regional economies, becoming a strategic role in the context of globalization. Provider of specialized services to meet the needs of its surroundings, the city also needs to have hosting services to accommodate the flow generated by businesses that happen there. This research aims to examine the general implications of the tourism business in the city of Campinas, from its setting as the seat of a metropolitan region, through a study of its hotels. Analyzing the characteristics of this sector, from its multifunction, reflects on how this research has been providing such economic activity in the city. The methodology for its preparation was based on the dialectical method, based on the structuralist theory advocated by Santos (1997), which elects four categories of analysis of space - form, function, structure and process. Based on research conducted, it was concluded that tourism in Campinas is predominantly related to business and events, giving good service, in addition to that, recent events in the economic scenario of Campinas promising to consolidation of this city as a destination for tourism business. / Orientador: Auro Aparecido Mendes / Coorientadora: Odaléia Telles Marcondes Machado Queiroz / Banca: Alexandre Panosso Netto / Banca: Eliane Guerreiro Rossetti Padovani / Banca: Sérgio Domingos de Oliveira / Banca: Silvia Aparecida Guarnieri Ortigoza / Doutor

Houve um crescimento no consumo de alimentos fora do domicílio nas últimas décadas, impulsionado pela urbanização, economia, fatores demográficos e participação das mulheres no mercado de trabalho. O consumo em restaurantes de hotéis passou de 1,4 kg para 7,2 kg per capita entre 2005 e 2014 e apesar de seguir as orientações sanitárias, pode ser risco à saúde humana, devido ao tipo de prato, matéria prima ou cozimento. Assim, foram avaliados os cardápios de hotéis através de um índice de risco sanitário para os usuários, e comparou-se este índice médio do cardápio com características organizacionais e demográficas dos hotéis, seu sucesso midiático e a percepção do pessoal de problemas sanitários. Foi possível mostrar que há um conhecimento de risco pelo maior preço de pratos com risco mais alto. Os hotéis com mais risco têm cardápios mais variados e taxa de ocupação mais alta, sem diferença nos demais critérios demográficos. O pessoal de atendimento tem mais consciência de riscos que a gerência e avaliações midiáticas são menores nos hotéis de maior risco. Quanto à gestão do restaurante pelo hotel, este se mostrou mais segura para os hóspedes na gestão, sendo os restaurantes independentes mais ativos em número de pratos e turismo gastronômico, o que leva a uma melhor avaliação midiática, independente do maior risco. A avaliação do risco médio do cardápio pode levar uma melhor segurança sanitária do hóspede, mas existem outros fatores mercadológicos que podem interferir no cardápio do restaurante. Este conhecimento de risco sanitário pode orientar a escolha mercadológica do restaurante do hotel, provendo um elemento de julgamento da oferta de alimentos que podendo aumentar a fidelização e a segurança sanitária dos hóspedes. A alimentação segura de hóspedes é um processo extremamente importante para o sucesso da hotelaria, já que estes são associados a problemas pelos clientes, o que implica em maior cuidado sanitário na atual expansão do turismo de negócio e lazer no Brasil. / There has been an increase in consumption of food outside the home in the last decades, driven by urbanization, economy, demographic factors and women\'s participation in the labor market. The consumption in hotel restaurants went from 1.4 kg to 7.2 kg per capita between 2005 and 2014 and despite following the sanitary guidelines, can be risk to human health, by type of dish, raw food or cooking. Thus, we evaluated the hotel menus through a sanitary risk index for the users, and compared this average menu index with organizational and demographic characteristics of the hotels, their media success and the staff\'s perception of health problems. It was possible to show that there is a knowledge of risk by the higher price of dishes with higher risk. The hotels with more risk have more varied menus and higher occupancy rate, with no difference in the other demographic criteria. Service staff are more aware of risks that management and media reviews are lower in hotels at higher risk. As for the management of the restaurant by the hotel, this is safer for guests in hotel management, with independent restaurants more active in number of dishes and gastronomic tourism, which leads to a better media assessment, regardless of the greater risk. The evaluation of the average risk of the menu may lead to a better sanitary security of the guest, but there are other marketing factors that can interfere with the menu of the restaurant. This knowledge of sanitary risk can guide the market choice of the hotel restaurant, providing an element of judgment of the food supply that can increase the loyalty and sanitary security of the guests. The safe feeding of guests is an extremely important process for the success of the hotel industry, since these are associated with problems by the clients, which implies in greater health care in the current expansion of business and leisure tourism in Brazil.