p. 1-149 / Submitted by Santiago Fabio (fabio.ssantiago@hotmail.com) on 2013-03-07T19:54:20Z No. of bitstreams: 1 2222p.pdf: 1768187 bytes, checksum: b40e12e2d13ac2de93438b6d4f49302d (MD5) / Approved for entry into archive by Tatiana Lima(tatianasl@ufba.br) on 2013-03-14T20:04:36Z (GMT) No. of bitstreams: 1 2222p.pdf: 1768187 bytes, checksum: b40e12e2d13ac2de93438b6d4f49302d (MD5) / Made available in DSpace on 2013-03-14T20:04:36Z (GMT). No. of bitstreams: 1 2222p.pdf: 1768187 bytes, checksum: b40e12e2d13ac2de93438b6d4f49302d (MD5) Previous issue date: 2006 / A presente dissertação, realizada através de um estudo de caso, buscou avaliar os resultados empresariais auferidos pelo Complexo Hoteleiro Costa do Sauípe, empreendimento inovador que pretendeu, à época da sua concepção, fincar a bandeira da Bahia e do Brasil no mapa do turismo internacional. A relevância da investigação comprova-se pela forte estratégia de atração de equipamentos hoteleiros de característica similar conduzida pelos órgãos baianos de fomento ao turismo, conjugada aos resultados do complexo, que se demonstraram na prática aquém das expectativas dos atores sociais atingidos por ele. A investigação conduzida foi dividida em quatro partes. A primeira buscou reconstruir a concepção do projeto, detalhando as informações disponíveis à época aos gestores do empreendimento, principalmente no que diz respeito à segmentação de mercado esperada, aos objetivos propostos para o empreendimento e ao posicionamento e estratégias mercadológicas planejadas para atingi-los. A segunda parte mapeou os resultados auferidos pelo complexo com base nos seus objetivos, resgatados na seção anterior. Adicionalmente foram apresentadas as reformulações estratégicas anunciadas ao público em 2003. A terceira parte apresentou um comparativo entre os resultados e estratégias obtidos por Costa do Sauípe e pelo Praia do Forte EcoResort, objeto escolhido pela sua proximidade física e similaridade da oferta, bem como pela sua longevidade e reconhecidos resultados positivos, ainda que sua operação tenha escala quase 5 vezes menor. Como resultado do estudo percebeuse que os baixos resultados de Sauípe não podem ser imputados a um processo de planejamento equivocado, visto que a reorientação estratégica promovida pelos seus gestores em 2003 basicamente retomou os conceitos inicialmente propostos na sua concepção. A estratégia planejada, entretanto, não se traduziu em ação, pelo menos no que diz respeito à percepção do posicionamento da oferta em algumas das suas idéias essenciais: 1 – o empreendimento não foi percebido como uma experiência baiana; 2 – o lazer e diversão deixaram a desejar; 3 – o serviço foi um item mal avaliado pelos hóspedes. Do comparativo entre os empreendimentos pôdese verificar que o EcoResort teve maior sucesso em todos estes itens, bem como na manutenção de uma estratégia de diferenciação, conseguindo manter sua vantagem competitiva ao agregar continuamente valor aos hóspedes na busca da prática de preços premium. / Salvador

La presente investigación identifica los factores que influyen en el acceso de mujeres a puestos directivos en el sector hotelero internacional. La ocupación de las mujeres en puestos de toma de decisiones en las diferentes empresas alrededor del mundo siempre ha sido y sigue siendo un tema controversial ya que aún existen barreras invisibles que obstaculizan el acceso de mujeres a puestos de dirección a pesar de que a lo largo de los años se han realizado diversos cambios respecto a la equidad e igualdad de oportunidades. En esta investigación se identifican los factores que influyen al momento de acceder a puestos de alta dirección en el ámbito laboral femenino de la industria hotelera. En cuanto a la metodología de la investigación, se empleó la revisión bibliográfica centrándonos en el análisis de fuentes académicas. El principal resultado es la existencia de factores externos e internos que conforman el techo de cristal que dificultan el acceso a puestos directivos de las mujeres en el sector hotelero. Por un lado, están los factores internos tales como la familia, el nivel de formación y la edad; y por otro lado están los factores externos los cuales pueden ser institucionales, organizacionales o socioculturales. Se concluye que los estudios sobre cómo las mujeres de la industria hotelera se ven afectadas por los componentes del techo de cristal son escasos, sobre todo en Latinoamérica. Además se identifica la gran exigencia que tiene el sector hotelero para la incorporación de las mujeres a puestos de alta dirección. / This research identifies the factors that influence the access of women to managerial positions in the international hotel sector. The occupation of women in decision-making positions in different companies, both in Latin America and in the rest of the world, has always been and continues to be a controversial issue. There are still invisible barriers that limit or hinder women's access to positions of direction despite the fact that over the years various changes have been made regarding equity and equal opportunities for both men and women. This research identifies the factors that influence when accesing management positions in the female workplace in the hotel industry. Regarding the research methodology, the bibliographic review was used, focusing on the analysis of academic sources. The main result is the existence of external and internal factors belonging to the glass ceiling which make it difficult for woman to access managerial positions in the hotel industry. There are the internal factors such as family, educational level and age and on the other hand, there are external factors which can be insitutional, organizational or socio-cultural. Finally, it is concluded that the studies regarding the glass ceiling in the hotel industry are still scarce, specially in Latin America. In addition, there is a great demand for woman in the hotel industry in the access to managerial positions. / Trabajo de investigación

I Sverige är hotell- och restaurangbranschen den bransch där flest anställda utsätts för sexuella trakasserier på arbetsplatsen, där en sexistisk och hård jargong är en betydande faktor. Studiens övergripande syfte är att undersöka hur arbetstagare inom branschen upplever sexuella trakasserier, arbetsgivarens arbete mot detta samt vad som påverkar beslutet att anmäla. För att undersöka detta skickades en webbenkät till arbetsgivare som delade enkäten med sina arbetstagare samt delades på en Facebookgrupp för anställda inom hotell- och restaurangbranschen. Den besvarades av totalt 79 personer, med tämligen jämn könsfördelning. Resultatet visade att 64% av deltagarna har utsatts för sexuella trakasserier på sin arbetsplats samt att kvinnor är signifikant mer utsatta än männen. Deltagare vittnade om att de blivit utsatta för sexuella trakasserier fysiskt, verbalt och icke-verbalt från kunder, kollegor och chefer. Resultatet visade även att upplevelsen av att känna stöd från arbetsgivaren kan predicera en upplevd meningsfullhet att anmäla sexuella trakasserier. Studien ger en bild av en bransch vars arbete mot sexuella trakasserier bör förbättras och stärkas. / The hotel and restaurant industry in Sweden has the highest relative number of sexual harassments occur at the workplace. The harsh, and often sexual, jargon has been identified as a significant contributing factor. The overall purpose of the study is to investigate how employees within the industry are experiencing sexual harassment, how organizations work to counteract sexual harassment and the employee’s decision to report. To investigate this aweb-based questionnaire was sent to employers who distributed it to their employees, andthrough a Facebook group for employees working in the hotel and restaurant industry. The questionnaire was answered by 79 employees, with a gender distribution that was approximately even. The results show that 64.4% of the participants state that they have been subjects of sexual harassment in their workplace. Furthermore, there is a significant difference between women and men, where women are victimized to a larger extent than men. Participants testify that they have been subject to physical, verbal, and non-verbal harassment by customers, colleagues, and managers. The results show that the feeling of support from the employer can predict whether the employee finds it meaningful to report sexual harassment. Moreover, the report indicates that the industry should improve and strengthen its ongoing efforts against sexual harassment.

The content of this master’s thesis deals with competitiveness of the accommodation establishment „Jacob Brno“ through its brand. The current situation of the company is dismantled according to theoretical knowledge. Based on the value chain theory, the value creation process for the customer is further dismantled and compared to competing company. According to the variety of analyses, it is proposed to extend the supply of the accommodation establishment to ancillary services. This includes services such as a conference facility or an improved way to accommodate guests.

The thesis deals with the issue of enhancing the quality of providing services at a real hotel in Telč, the Vysočina Region. The hotel is in need of certain adjustments in purpose to improve current services. When processing this thesis I delt with factual economic, operating and technical figures connected to the latest economic activity of the hotel. In the proposal part I presents series of suggestions that could recondition provided services, and therefore, draw attention of more customers. It is indisputable that a considerable amount of money would be necessary to invest first. However, the returnability should bring overal effect in prosperity of the whole hotel.

This diploma thesis deals with the issue of enhancing quality of services provided in the Myslivna Hotel. It is necessary to increase the level of current services by a number of measures. When working on my thesis, I based on real economic, operational and technical data carried out within full operation of the Myslivna Hotel. In the innovation section I present measures that can lead to an increasing trend of occupancy and the quality ot the services provided there. There is a need to spend a considerable amount of money on the realization of all the proposals, but their return shoud definitely have a very positive effect on the function and prospertiy of the Myslivna Hotel.

<p>Hotelijerstvo predstavlja važnu komponentu razvoja turizma u Srbiji. Predmet<br />doktorske disertacije je ispitivanje trenutnog stanja i stepena inovativnosti hotela&nbsp; u<br />Srbiji.&nbsp; U dana&scaron;njem poslovnom okruženju sposobnost hotela da pruži inovativna<br />re&scaron;enja svojim gostima osnov je za stvaranje i održavanje konkurentske prednosti.<br />Istraživanje stanja inovativnosti jedno je od ključnih sredstava za dobijanje<br />informacija u kojim segmentima poslovanja je neophodno vr&scaron;iti pobolj&scaron;anja kako bi<br />se obezbedio optimalan kvalitet&nbsp; hotelskog proizvoda i postigao &scaron;to bolji poslovni<br />rezultat.</p><p>Cilj istraživanja je da se utvrdi&nbsp; u kom stepenu&nbsp; organizacioni faktori:&nbsp; transformaciono<br />liderstvo,&nbsp; transakciono liderstvo,&nbsp; dimenzije&nbsp; organizacione&nbsp; klime&nbsp; i&nbsp; dimenzije<br />organizacionog&nbsp; učenje dorpinose&nbsp; inovacijama u hotelima, kao i&nbsp; da ispita meuodnose<br />ovih varijabli. Takodje u disertaciji je ispitano u kojoj meri inovacije utiču na<br />stvaranje vrednosti za goste.</p><p>Metodologija istraživanja obuhvatila je kabinetsko i terensko istraživanje. Uzorak je<br />ĉinilo 512 ispitanika zaposlenih u 57 hotela prve, druge i treće kategorije u Srbiji.&nbsp;</p><p>Rezultati istraživanja pokazuju da organizacioni faktori kao &scaron;to su transformaciono<br />liderstvo i transakciono liderstvo, organizaciona klima&nbsp; (dimenzije Kohezija, Podr&scaron;ka<br />inovacijama, Poverenje i Priznanja)&nbsp; i organizaciono učenje utiču na inovativnost<br />hotela, kao i da inovativnost hotela (posebno u pogledu inovacija u odnosu sa<br />klijentima, inovacije tehnologije, procesa i upravljaĉke inovacije) direktno doprinosi<br />stvaranju vrednosti za goste hotela.</p><p>Rezultati ovog istraživanja predstavljaju novu nauĉnu informaciju i mogli bi biti od<br />značajne pomoći menažmentu i vlasnicima hotela, zaposlenima, strukovnim<br />udruženjima, nastavnim kadrovima u turizmu i ugostiteljstvu, naučnicima i<br />istraživačima i drugima interesnim stranama, jer se naučno relevantni rezultati mogu<br />upotrebiti u kreiranju budućih odluka, mera i standarda vezanih za upravljanje<br />ljudskim resursima, otklanjanje prepreka, razvoj i promociju inovativnih aktivnosti i<br />definisanje daljih pravaca razvoja hotelskog proizvoda.</p> / <p>Hotel industry&nbsp; is an important component of tourism development in Serbia. The&nbsp;scope of the doctoral dissertation is to examine the current situation and the level of&nbsp;innovativeness in hotels in Serbia. In today&#39;s business environment the ability of a&nbsp;hotel to provide innovative solutions to its guests is the basis for creating and&nbsp;maintaining competitive advantage. The research of the current state of &nbsp;innovativeness is one of the key tools for acquiring information which business&nbsp;segments need to be improved in order to&nbsp; ensure optimal quality of a hotel product&nbsp;and achieve better business results.</p><p>The aim of the research is to determine the effect of the organizational factors such astransformational leadership, transactional leadership, organizational climate&nbsp;dimensions&nbsp; and organizational learning dimensions on innovations in hotels, as wellas&nbsp; to determine relations between these variables. In addition, the aim of thesis is&nbsp; to determine the effect of innovation on the creation of value for hotel guests.</p><p>The research methodology involved desk and field research. The sample consisted of&nbsp;&nbsp; 512 respondents employed in 57 hotels of the first, second and third category in&nbsp;Serbia.</p><p>The results showed that organizational factors such as transformational and transactional leadership, organizational climate (the Cohesion, Support for innovation, Trust and Recognition dimensions) and organizational learning affect hotel innovativeness, as well as that innovations (especially in terms of innovations related to customers, technology innovation, process innovation and management innovation) directly contribute to creating value for the hotel guests. The results of this study are new scientific information and may be a significant practical guide for hotel management, hotel owners, employees, professionals, teaching staff in the tourism and hospitality industry, scientists and researchers and other stakeholders. Scientifically relevant results can be used in making future decisions, measures and standards related to human resources management, removing obstacles, the development and promotion of innovative activities and defining further directions of development of the hotel product.</p>

El pronóstico erróneo de huéspedes y materiales en los hoteles de Huancayo es un problema que conlleva a generar gastos ocasionados por rotura de stock y exceso de stock, que a su vez conlleva a pérdida de clientes. De esta forma se diseñó un modelo el cual mediante cuatro métodos de pronóstico puede sugerir al hotel qué cantidad de huéspedes van a arribar al hotel y cuántos productos se debe de comprar para evitar costos adicionales. En esta investigación se dará a conocer los resultados obtenidos con la aplicación de un modelo de pronóstico de la demanda basado en forcast en el hotel “Rey” ubicado en la provincia de Huancayo del departamento de Junín. En el presente artículo se pronosticó cantidades para el año 2020 y se comparan mediante el error MAPE, así se logra sugerir un pronóstico con un porcentaje de error reducido y mejor a comparación con el que se tenía antes de la implementación. / The wrong forecast of guests and materials in Huancayo’s hotels is a big problem that leads to the generation of expenses caused by stock breakage and excess stock, which in turn leads to loss of customers. In this way, a model was designed which, through four forecasting methods, can suggest to the hotel how many guests will arrive at the hotel and how many products should be purchased to avoid additional costs. In this research, the results obtained with the application of a demand forecasting model based on forcast in the “Rey” hotel, located in Huancayo, will be disclosed. In this article, quantities were predicted for the year 2020 and they are compared using the MAPE error, in this way is possible to suggest a forecast with a reduced and better error percentage compared to the one that was had before implementation. / Trabajo de investigación

Att vara en ledare kan vara svårt, även under normala förhållanden. Att vara en ledare under en kris ställer ledaren inför ytterligare utmaningar. Vi befinner oss just nu mitt i en kris, en pandemi orsakad av sjukdomen Covid-19. Pandemin har resulterat i restriktioner, som avråder folk från sådant som kan sprida smittan, såsom resor eller trängsel. Detta har resulterat i att hotellbranschen lidit svåra nederlag i form av sviktande kundunderlag. Ledare i den svenska hotellbranschen befinner sig just nu mitt uppe i en kris, där de ska navigera sin personal och sin organisation ut ur detta. Syftet med uppsatsen är att studera ledarskapet i en bransch som befinner sig i kris. I detta fall är det den svenska hotellbranschen under påverkan av Covid-19-pandemin. Uppsatsen har gjorts med en kvalitativ undersökning, i form av semistrukturerade intervjuer med ledare inom den svenska hotellbranschen. På grund av det speciella läget har intervjuerna genomförts digitalt med ledarna. Intervjuerna transkriberades, för att sedan kunna användas i analys tillsammans med tidigare forskning och teorier. Studiens slutsats är att alla kriser är till viss del unika i hur de utspelar sig vilket innebär att även krishanteringen skiljer sig. Även om det här är en helt ny kris som organisationerna har ställts inför så stämmer resultatet med tidigare forskning överens till stor del. Ingen av organisationerna har haft någon krisberedskap för att kunna hantera detta men har ändå till viss del haft nytta av tidigare erfarenheter. Organisationerna har behövt struktur och vara flexibla och anpassningsbara för att kunna fungera vilket ställt stora krav på ledarskapet. / Being a leader is considered a difficult task, even under normal circumstances. Being a leader in times of a crisis means the leader is faced with further challenges. Right now, we are in the middle of a crisis, a pandemic caused by the viral infection Covid-19. The pandemic has resulted in restrictions that advise against activities that could spread the disease, such as travelling or being in crowds. Due to this, the hotel industry has suffered great losses in the form of a lacking customer base. The leaders of the Swedish hotel industry are in the midst of a crisis, where they are trying to navigate their staff and their organisation out of it. The purpose of the thesis is to study leadership in an industry facing a crisis. In this case, the Swedish hotel industry during the impact of the Covid-19 pandemic is being studied. The thesis has been conducted with qualitative research, in the form of semi structured interviews with leaders from the Swedish hotel industry. Due to the special situation, the interviews have been held digitally. The interviews were transcribed, to then be used in the analysis with earlier research and theories. The conclusion of the study is that all crises to some extents are unique regarding how they play out, which means that the crisis management differs as well. Even if this is a new type of crisis that the organisations now are facing, the result of earlier research holds up to a large extent. None of the organisations have had a crisis readiness to cope with this but have still benefited from earlier experiences. The organisations have required structure as well as flexible and adaptive to be able to function which in turn has put strain on the leadership.

Aim: The aim of the study is to examine which factors affecting hotel brand loyalty among Swedish leisure- travelers are the most central. Previous studies regarding hotel brand loyalty are lacking on the Swedish market, and therefore a research gap has been identified. The aim of the study is to be helpful regarding creating loyalty in the hotel industry. Method: The study has been conducted according to a qualitative research method using semi-structured interviews. The interviews have been transcribed and analyzed using an inductive, thematic analysis. The result is presented in a figure.  Results and conclusions: The authors found that brand trust, brand image, consumer satisfaction and perceived value were the most central factors that affected hotel brand loyalty positively. Brand attitude, perceived quality and brand personality did not have a noticeable effect on hotel brand loyalty. Contribution of the thesis: The study contributes to increasing the knowledge of hotels for Swedish leisure-travelers regarding how they can create loyalty towards their brand.  Suggestions for future research: The authors have identified three suggestions for future research. 1. Research how much the different factors affect brand loyalty and rank them. 2. Examine what liaison brand trust, consumer satisfaction and brand loyalty have. 3. Conduct a further developed study on brand attitudes and brand loyalty.