Η παρούσα διπλωματική εργασία εστιάζεται στον κλάδο του τουρισμού και πιο συγκεκριμένα στις αντιλήψεις των πελατών και την ικανοποίηση τους με τα ξενοδοχεία. Ο ξενοδοχειακός κλάδος ανήκει στον κλάδο των υπηρεσιών. Πιο συγκεκριμένα, αντικείμενο μελέτης αποτελεί η ποιότητα παρεχόμενων υπηρεσιών στους πελάτες ξενοδοχείων, η ικανοποίηση που αποκομίζουν από την όλη διαμονή τους και ο τρόπος διαχείρισης των παραπόνων που οι ίδιοι υποβάλλουν. / This study focuses on the tourism sector and particularly on the perceptions of customers and their satisfaction from the hotels. The hospitality industry belongs to the category of services. More specifically, this paper studies the quality of service to customers booking, the satisfaction which is derived from the period they stay in the hotel and the way the administration manages their complaints.

Στη παρούσα μεταπτυχιακή διπλωματική μελέτη, προσπαθούμε να προσεγγίσουμε τις βασικές λειτουργίες της Διοίκησης Ανθρώπινων Πόρων σε θεωρητικό υπόβαθρο και έπειτα να τις εξειδικεύσουμε στο ξενοδοχειακό συγκρότημα του GRECOTEL Creta Palace. Το Creta Palace, το οποίο ανήκει στον Όμιλο Ξενοδοχείων της GRECOTEL και δραστηριοποιείται στο χώρο της φιλοξενίας σε όλη την Ελλάδα. Στόχος αυτής της μελέτης είναι ο προσδιορισμός, όσον το δυνατόν καλύτερα, της λειτουργίας της έννοιας της "Διοίκησης Ανθρώπινων Πόρων", η εξερεύνηση των μεθόδων και πρακτικών που εφαρμόζουν καθώς και των στρατηγικών που ακολουθούν τα Διευθυντικά Στελέχη του GRECOTEL Creta Palace στην Διοίκηση του Ανθρώπινου Δυναμικού. Στην μελέτη αυτή θα προσεγγίσουμε τις βασικές λειτουργίες τις Διοίκησης Ανθρώπινων Πόρων (επιλογή και εκπαίδευση προσωπικού, συστήματα αμοιβών, αξιολόγηση προσωπικού καθώς και υποκίνηση των εργαζομένων) του GRECOTEL Creta Palace. / The current thesis study, is trying to reach the core functions of HRM in theoretical background and then to specialize in the hotel complex GRECOTEL Creta Palace.

O objetivo desta pesquisa é elaborar uma proposta de glossário bilíngue (inglês - português) de colocações da hotelaria, voltado às necessidades do tradutor. Esta pesquisa justifica-se por abordar uma área técnica com grande volume de traduções e escassez de estudos terminológicos e por dar destaque a um elemento constitutivo e de alta incidência nas comunicações especializadas as colocações. Na base do fenômeno das colocações está o princípio de que a linguagem é padronizada e integra um sistema probabilístico, ou seja, tende a funcionar por meio de unidades pré-fabricadas convencionalizadas pelo uso. Conhecer esses padrões é de suma importância ao tradutor que pretende produzir um texto natural na língua de chegada. Esta pesquisa encontra-se no escopo dos estudos em Linguística de Corpus, Terminologia Textual, Tradução e Fraseologia, áreas que compartilham o interesse em observar a linguagem real em seu contexto de ocorrência. Para este trabalho, construímos um corpus comparável de textos extraídos de sites de estabelecimentos hoteleiros no Brasil e nos Estados Unidos. Foram compilados 321 textos e 546.106 palavras em inglês, 710 textos e 514.449 palavras em português, conteúdo subdividido por categorias de estabelecimentos. Para a exploração do corpus, utilizamos o software WordSmith Tools, versão 5 (Scott, 2007), em especial, ferramentas como listas de palavras-chave, listas de colocados e concordâncias. Realizamos um estudo aprofundado da palavra room, fazendo um levantamento de suas principais colocações e explicitando o caminho percorrido para o estabelecimento dos equivalentes. A partir desses dados, apresentamos nossa proposta de glossário, que privilegiou aspectos interesse ao tradutor. / This research presents a proposal for a bilingual glossary (English-Portuguese) of collocations typical of the hotel industry, aimed at meeting the needs of the translator. This way, we address a technical area in which translation is a constant need while there is a real lack of reference materials and we also focus on an element that constitutes specialized communications - the collocations. This linguistics phenomenon represents the principle according to which language is standardized and makes up a probalistic system, which tends to function by means of pre-fabricated conventionalized units. A good command of such standards is of utmost importance for the translator who wishes to produce a natural translation in the target language. This research draws on the principles of Corpus Linguistics, Textual Terminology, Translation and Phraseology, areas which share the interest of observing real language in context. We have built a comparable corpus comprising texts extracted from websites of hotel properties in Brazil and USA. The corpus is divided up into hotel categories and contains 321 texts and 546,106 words in English; 710 texts and 514,449 words in Portuguese. This corpus was explored with the aid of WordSmith Tools program (Scott, 2007, version 5) and tools such as keywords, lists of collocations and concordance lines. We have carried out a thorough investigation of the word room, determining its major collocates and outlining the procedures to establish their equivalents. This study concludes with our proposal for a glossary entry that focussed on the intests of our target audience, the translator.

A indústria hoteleira paulistana experimentou, no período compreendido entre os anos de 1995 e 2005, a maior expansão quantitativa de sua história. Tida como exagerada por muitos especialistas e profissionais do setor, esta expansão teria provocado uma crise generalizada, propalada por investidores, redes administradoras de hotéis e incorporadores, despertando dúvidas sobre a real necessidade de ampliação da rede hoteleira instalada no início da década de 1990, no município de São Paulo. Nesta dissertação, considera-se a hipótese de que esta expansão não tenha sido orientada com base na demanda por novas unidades hoteleiras, mas pela identificação de demanda por novos espaços urbanos. A decisão de se promover a construção de novos hotéis seria, portanto, justificada por interesses mais amplos e complexos. O entendimento desses interesses mostra-se fundamental, portanto, para que se possa compreender a natureza da relação entre a hotelaria e a indústria imobiliária. A análise desta problemática fez-se a partir da investigação da maneira como aconteceu o desenvolvimento da hotelaria paulistana no que diz respeito ao formato do negócio, à natureza administrativa, à estética dos projetos, ao papel de cada um dos agentes envolvidos na tarefa de implantação de novos hotéis e ao movimento de espalhamento dos estabelecimentos hoteleiros no espaço urbano do município de São Paulo. Os resultados desta análise mostram que este crescimento recente do parque hoteleiro paulistano só foi possível graças à constituição de um grupo de agentes sociais em torno de um interesse comum: a produção de novos espaços urbanos, adequados às novas exigências da cidade com características globais. A formatação de um modelo de negócios que transforma a unidade hoteleira em uma unidade autônoma residencial cria a oportunidade de apresentação desta unidade como alternativa de investimento imobiliário e estabelece a associação entre a hotelaria e a indústria da construção civil. A exploração maciça deste modelo ? o flat ? na capital paulista expõe claramente a maneira como a indústria de meios de hospedagem pode participar ativamente deste processo dinâmico e racional de produção de espaços urbanos, típico da indústria imobiliária e da atividade capitalista e mostra como esta associação pode ser conduzida de forma planejada, coordenada e cooperativa. / In the period between 1995 and 2005 the hotel industry in the city of Sao Paulo experienced an unprecedented quantitative growth in its history. This growth has been considered as overstated by experts and professionals of the area and generated a significant crisis proclaimed by investors, hotel chains, developers and others, which is enough to bring about some doubts regarding the real need of increasing the hotel supply during the early 90?s, in the city of Sao Paulo. This research works with the hypothesis that this expansion was not only oriented by the existence of any demand for hotel rooms, but also by the identification of a demand for urban spaces. Therefore, the decision of building new hotels would be justified by some other knotty interests. The understanding of the interests involved in this situation is vital in order to apprehend the nature of the relationship between hotel and real state industries. The analysis of this problem has been carried on through the investigation of the way hotel development in Sao Paulo was conducted as far as its business format, administrative nature, aesthetics of projects, role of each player involved with the implementation of new hotels and also the movement of spatial distribution of hotels within the urban space of the city of Sao Paulo. Results of this analysis show that this recent growth of the hotel supply in Sao Paulo was possible only due to the constitution of a group of social players around a common interest: the production of new urban spaces required by a city with global characteristics. The arrangement of a new business format that turns the hotel room into a residential unit brings about the opportunity of presenting this residential unit as a real estate investment alternative and establishes the association between hotel and construction industries. The huge exploration of this model ? known as flat service ? in Sao Paulo clearly discloses the way through which hotel industry can play a functioning role in this dynamic and rational process of producing new urban spaces, so typical of the real estate industry as well as the capitalism and also shows how this partnership can be led in a planned, coordinated and cooperative way.

The hotel industry in Stockholm is characterized by intense competition, and within the next couple of years the construction of a number new hotels is planed. As the number of hotels in Stockholm increase, the competition will increase and the importance of having well functioning strategies will become vital. The purpose of this essay is to examine how two hotels within the hotel industry in Stockholm experience and handle the competition. The two hotels that are included in the study are Clarion Hotel Stockholm and Scandic Continental. The essay derives from models and theories that are related to marketing and competition. Our study shows that the perception of competition varies, in addition to the fact that choice of competitive strategies varies dependent on the hotel’s concept. The hotel industry in Stockholm is divided into different areas, depending on which area hotels choose to serve the competitive environment will differ. A hotel with a specific niche will limit its competitors to a narrow number that operate within the same niche. The results of our study show evidence that the competition in the hotel industry in Stockholm is divided, and that this divisional competition will continue to increase as the industry develops. The building of new hotels in the next couple of years will aid the progress of a possible collaboration between the hotels in Stockholm in the future, and thus attract larger meetings and events. / Hotellbranschen i Stockholm kommun präglas av intensiva konkurrensförhållanden, och inom de nästkommande två åren planeras tio nya hotellbyggen i Stockholm kommun. I takt med att nyetableringarna ökar intensifieras konkurrensen mellan aktörerna och det blir allt viktigare att för aktörerna att hitta passande strategier för att hantera den rådande konkurrensen. Syftet med uppsatsen är att undersöka hur två aktörer inom hotellbranschen i Stockholm kommun uppfattar och hanterar konkurrensen. De aktörer som ingår i undersökningen är Clarion Hotel Stockholm samt Scandic Continental. De teorier och modeller som uppsatsen har utgått ifrån är relaterade till marknadsföring och konkurrens. Vår studie visar att uppfattningen om konkurrens, samt valet av strategier, skiljer sig åt beroende på vilken inriktning hotellen väljer. Hotellbranschen i Stockholm kommun är indelad i olika inriktningar och beroende på vilken inriktning man som aktör väljer att betjäna möts man av skilda konkurrensförhållanden. Ett hotell som väljer en specifik inriktning begränsar sina konkurrenter till ett få antal som är verksamma inom samma område. Resultaten visar tydliga tecken på en splittrad konkurrens inom Stockholm kommun samt att denna splittring troligtvis kommer att fortsätta öka i takt med utvecklingen av branschen. De nyetableringar som kommer att ske de nästkommande åren kommer att underlätta för ett möjligt samarbete mellan hotellen i Stockholm kommun för att locka till sig olika möten, kongresser och evenemang.

Thesis on topic Investment processes in hotel industry summarizes decision procedures and gauging possible investments in this given branch. Its fundamental is to determine the hotel market as such with its crucial elements, indicators and regularities, which are indispensable direct evaluative elements in pre-investment phase of process. Its content is composed in such a way that connection with feasibility study on specific project in region will be possible. For potential investor, who is operating out of this business and is ready to penetrate fast into the business' backstage, the content is outlined in a way, which is enabling fast orientation and choosing key chapters. In the end there are evaluated market data from the hotel industry in general, which indicates the ways and the cases in which the investments are ideal.

This thesis is devoted to service quality management in the field of hotel services. It focuses mainly on an analysis of service quality and an evaluation of guest satisfaction in a selected five-star hotel in Prague. The purpose of this thesis is to find orientation in a system through which hotel investigates guest satisfaction and find its opportunities while generating useful data that will serve the hotel management. The theoretical part provides an outline of the basic methods of quality management and focuses on building a customer relationship. The practical part contains evaluation of standards and tools used at Boscolo Prague hotel along with an analysis of service quality and guest satisfaction. Attention is also paid to the effectiveness of newly introduced measures that should increase guest satisfaction. The final section is engaged in evaluating the outcomes of the analysis and in recommending possible improvements.

The Dissertation Thesis conducts a survey of the level of environmental manners in accommodation services in selected states. Through structured interviews, it maps an interest in keeping environmentally friendly policy in the Czech hotel industry. The research has been carried out in eco accommodation facilities in the Czech Republic. For comparison, there have been used the findings obtained from hotel type accommodation facilities with the same specialization in Austria. Based on the revealed facts, the Thesis proposes recommendations regarding the improvement of environmental culture in the Czech accommodation services. The introductory part presents the theoretical definition of environmental aspects, including the definition of eco accommodation facilities and eco-labels used by environmentally friendly accommodation facilities. Further, there are listed various tools to reduce impact on the environment, and to eliminate negative influences, and also guidance for environmental education. The conclusion part presents the results of the survey, stemming from the theoretical part, and it also suggests recommendations to improve current situation in the hotel industry.

This diploma thesis discusses Revenue management as an operational approach to revenue maximization in the hotel industry. The main objective of this thesis is to assess Revenue management approaches of two Prague hotels based on the comparison with academic theory in the hotel industry. The opening part is focused on prerequisites and tools used in Revenue management. Further, new approaches are introduced as well as current trends that have emerged in the recent time. The closing chapter analyses Revenue management of the selected hotels, including technologies, segmentation, pricing and rate management, demand forecasting, distribution, ancillary revenue streams and more. Finally, each Revenue management approach is subjectively confronted and assessed.

The diploma thesis deals with quality of services in hotel industry and with the quality analyse in a five-star hotel in Prague. This analyse should provide data for the management of the hotel and should formulate how to improve the quality of current services a thus the guest satisfaction. The theoretical part deals with quality of services as an important part of management of accommodation facilities and also with the specifics of the hotel industry. The five-star hotel Praha was analysed. The pieces of information about the guest satisfaction which were provided by hotel questionnaire were used for this purpose. The reviews of the websites Tripadvisor.com, Booking.com and Expedia.com served as a next tool for this analyse. The measures which should contribute to the higher satisfaction with offered services were worked out on the basis of the data. The diploma thesis deals together with the questionnaire which serves as a source of information and tries to formulate the questions in order to maximize the benefit of the pieces of information.