Made available in DSpace on 2015-12-04T11:45:14Z (GMT). No. of bitstreams: 1 Wanderlei_Bamman_de_Carvalho.pdf: 491243 bytes, checksum: 0bbaceae980d0478b0359948e5a27adf (MD5) Previous issue date: 2004-03-04 / This study intends to present a model of managerial support, either assisting investors either the administrators of the Condo-hotels sector, proposing the improvement and the adaptation of the SUCH - System Uniform of Accounting for Hotels, to the Condo-hotels sector. The importance of the Condo-hotels sector for the Brazilian economy was delineated by this study, as well as its accelerated growth in the course of these last years. It must be detached the competitive factors of the sector, in a better way to make possible the enterprise, intending to contribute to the professionals of the area. The reasons are the proper peculiarities of the Condo-hotels sector, such as the Pool in its composition, inhabitants - owners, amongst innumerable others, that becomes each enterprise differentiated in relation its pairs, and it will be object of analysis. / Este estudo busca apresentar um modelo de suporte gerencial, seja no auxilio aos investidores, seja no aux??lio aos administradores do setor flateleiro, propondo o aperfei??oamento e a adapta????o do SUCH - Sistema Uniforme de Contabilidade para Hot??is, ao setor flateleiro. Delineou-se com esse estudo a import??ncia do setor flateleiro para a economia brasileira, bem como o seu crescimento acelerado no decorrer desses ??ltimos anos. Importa destacar tamb??m os fatores concorrenciais do setor, na busca de melhor viabilizar o empreendimento e com o intuito de contribuir com os profissionais da ??rea. Isso porque, o setor flateleiro possui peculiaridades t??o pr??prias, tais como o Pool em sua forma????o, moradores - propriet??rios, dentre in??meras outras, que torna cada empreendimento diferenciado em rela????o aos seus pares, tal como ser?? objeto de an??lise.

Made available in DSpace on 2015-12-04T11:45:37Z (GMT). No. of bitstreams: 1 Solange_Maria_da_Silva.pdf: 1098938 bytes, checksum: f4ddb860dac06301aaa61abc1950f791 (MD5) Previous issue date: 2005-06-27 / This study has as a purpose to contribute with the disclosure aspects in the lodging segment with a proposal of rendering of accounts for the investors. The study was based on the premise that the accounting information that adequately evidences the patrimonial situation, in a standardized way, allows the comparability among the means of accommodation, be them hotels, flats or similars, and contributes to a bigger transparency and improvement in the process of taking decisions by the investors. Starting from this, a bibliographic survey of relevant aspects of the accounting disclosure and a field research were carried out having as an objective to identify the reports and accounting needs of the asset management companies for the rendering of accounts to the investors, and to propose a sample in accordance with what is established in the Uniform System of Accounts for the Lodging Industry. The methodology adopted was data-collection, through a questionnaire to the companies of asset management located in Sao Paulo contracted to represent the investors in hotel industry properties. The results of the survey has demonstrated a gap between the reports that the companies of asset management receive from the hotel management companies to be sent to the investors and the minimum information disciplined in the Uniform System and required for a good practice of disclosure, proclaimed by national and international norm trends, a space filled by the object of the present work. A sample of rendering of accounts was formulated which contemplates Balance Sheet, Statement of Income, Statement of Cash Flow, Statement of Added Value, Budget and Explanation Notes, the minimum instruments necessary to enable the investors to take a quality decision. / Esse estudo tem por finalidade contribuir com os aspectos de evidencia????o nos meios de hospedagem com uma proposta de presta????o de contas para os investidores. O estudo baseou-se na premissa de que as informa????es cont??beis que evidenciam adequadamente a situa????o patrimonial, de forma padronizada permitem a comparabilidade entre os meios de hospedagem, sejam eles hot??is, flats ou similares, e contribuem para maior transpar??ncia e melhoria no processo de tomada de decis??o pelos investidores. A partir disso, realizou-se um levantamento bibliogr??fico dos aspectos relevantes da evidencia????o cont??bil, e pesquisa de campo com o objetivo de identificar as necessidades de relat??rios e informa????es cont??beis das empresas de asset management para presta????o de contas aos investidores, e propor um modelo, de acordo com o estabelecido no Uniform System of Accounts for the Lodging Industry. A metodologia adotada valeu-se de levantamento de dados por question??rio junto ??s empresas de asset management situadas em S??o Paulo, contratadas para representar os investidores de im??veis com base hoteleira. Os resultados da pesquisa demonstraram a exist??ncia de uma lacuna entre os relat??rios que as empresas de asset management recebem das administradoras hoteleiras para envio aos investidores e as informa????es m??nimas disciplinadas no Uniform System, e requeridas por uma boa pr??tica de evidencia????o, apregoada pelas tend??ncias de normas nacionais e internacionais; omiss??o essa preenchida pelo objeto do presente trabalho. Formulou-se um modelo de presta????o de contas que contempla: Balan??o Patrimonial, Demonstra????o de Resultados do Exerc??cio, Demonstra????o de Fluxo de Caixa, Demonstra????o do Valor Adicionado, Proje????es de Resultado e Notas Explicativas, instrumentos m??nimos necess??rios para munir os investidores para uma decis??o de qualidade.

M. Tech. Tourism and Hospitality Management / This study aims to determine and evaluate which hotel attributes are deemed important by hotel customers and managers in Gauteng. This knowledge will help hotel managers identify which aspects of the hotel services they should improve upon and to which ones they should devote less time. By doing this, hoteliers will be able to meet customers needs with improved level of satisfaction and loyalty, which will contributes to increased revenue.

[Truncated abstract] This thesis investigates the phenomenon of organisational guanxi in business in the SOE hotel environment in south-west China. A general aim is to give the reader a sense of how organisational guanxi operates in this environment. It identifies the characteristics and roots of organizational guanxi and discusses the significance of its operation in this environment. This thesis also analyses the implications of the continued practice of organizational guanxi and the prospects of its future as the Chinese economy continues to evolve toward a more market orientation. In Chapter One, the phenomena of guanxi, mainzi and renqing are defined and the importance of their role in conducting business in mainland China proposed. … The findings of this new research in south-west China provide conclusive evidence that in this region the guanxi network remains the lifeblood of the business community (Kao, 1993). In addition, this research throws up some conclusions that are not aligned with that of Guthrie?s (2002) Shanghai-based findings. In Chapter Nine, The Conclusion, the major findings of this thesis are revisited and include the acknowledgement and definition of organisational guanxi, the exploration of the roots of organisational guanxi inside the danwei, the differentiation of intra-organisational guanxi from inter-organisational guanxi, the definition of the concept of guanxi neglect, and a comparison of the decay in the strength and usage of guanxi in south-west China with that in the Shanghai region.

Este trabalho trata fundamentalmente da questão relativa ao turismo e hotelaria, configurando a gestão de serviços e a gestão de pessoas. Enfatiza o estudo de caso da rotatividade de funcionários de uma rede hoteleira de Curitiba, analisando estratégias que podem ser adotadas para reduzir esta rotatividade que tem se apresentado acima da media ideal. Sendo a rede hoteleira uma empresa de prestação de serviço, a retenção e o investimento no capital humano é muito importante para o seu perfeito funcionamento e para a sobrevivência da organização. Neste contexto, evidencia-se o objetivo geral desta pesquisa na busca pela identificação dos fatores e as variáveis que influenciam o turnover, propondo estratégias de mudança na gestão de pessoas. O método utilizado para a organização e sistematização do trabalho se enquadra na pesquisa exploratóriodescritiva, alicerçada por um referencial teórico na busca pela identificação das prováveis causas que geram o turnover nas redes hoteleiras. Os principais resultados identificam que há necessidade de revisão nos processos de gerenciamento e das condições motivacionais do capital humano. / Submitted by Marcelo Teixeira (mvteixeira@ucs.br) on 2014-05-30T16:39:33Z No. of bitstreams: 1 Dissertacao Leslie Vieira Buhler.pdf: 1450245 bytes, checksum: 0d0d72fc012ca19a165989ef85756c72 (MD5) / Made available in DSpace on 2014-05-30T16:39:33Z (GMT). No. of bitstreams: 1 Dissertacao Leslie Vieira Buhler.pdf: 1450245 bytes, checksum: 0d0d72fc012ca19a165989ef85756c72 (MD5) / This work is fundamentally about the issue about tourism and hostelry, configure service management and people management emphasizing the case study about a Curitiba´s hotel chain turnover of staff, by analyzing strategies that may be adopted to minimize the turnover of staff, which has been above average ideal. Being the hotel chain a provision of service company, the retention and investiment in human capital is very important to the perfect running of service and the organization surviving. In this context, it is evidenced the general goal in this research on the pursuit for the identification of facts and the variable that influence the turnover, propound change strategies in the people management. The used method for the organization and systemization of the work fits on the descriptive exploratory research, based by theorist referencial in search by identifying the probable causes that generate the turnover in the hotel chains. The main results identify that there is a need to review of the human management processes and the motivational terms of human capital.

Cada vez mais as atividades econômicas e recreativas demandam recursos naturais para o seu desenvolvimento. No entanto, são inevitáveis os impactos negativos causados sobre o meio ambiente e a discussão da sustentabilidade, como condição básica e indispensável para assegurar a continuidade desses processos. Esta pesquisa teve como objetivo analisar as informações de hóspedes sobre práticas ambientais relacionadas à gestão, conservação e ao uso da água em meios de hospedagem, em conformidade com a NBR 15401. Para tal, foram aplicados 166 questionários a hóspedes de três Meios de Hospedagem (MHs) do Roteiro Turístico Termas e Longevidade, em duas semanas com eventos na região. Os dados indicam que 38% dos sujeitos realizam o controle do consumo de água nos MHs em que se hospedam; 32% afirmam que a sua maior preocupação está relacionada ao desperdício e à contaminação da água; 15,1% indicam que os MHs em que se hospedam apresentam medidas de racionalização de uso de água, porém, de maneira isolada e não na forma de programas ambientais. As principais medidas, destacadas pelos hóspedes, implantadas nos MHs, são as torneiras com fechamento automático ou com restritores de vazão, reuso de toalhas de banho e troca de roupas de cama em dias alternados. Os dados também revelam que os MHs, eventualmente, apresentam informações aos hóspedes sobre a racionalização e a minimização no consumo de água e outros recursos naturais. Os resultados da pesquisa sinalizam medidas adotadas por hóspedes e MHs relacionadas à gestão da sustentabilidade, em especial a gestão dos recursos hídricos. Como continuidade, sugerem-se novos estudos sobre a gestão ambiental nesses empreendimentos, sobretudo em relação à participação dos hóspedes, colaboradores e gestores, identificando suas informações e atitudes em prol da minimização do consumo de água e do processo de construção do turismo sustentável. / Submitted by Ana Guimarães Pereira (agpereir@ucs.br) on 2016-11-28T15:56:14Z No. of bitstreams: 1 Dissertacao Cleomar Antonio Zocholini.pdf: 2204441 bytes, checksum: dbbd9933f095ccc0ac89c4e353c9e3b0 (MD5) / Made available in DSpace on 2016-11-28T15:56:14Z (GMT). No. of bitstreams: 1 Dissertacao Cleomar Antonio Zocholini.pdf: 2204441 bytes, checksum: dbbd9933f095ccc0ac89c4e353c9e3b0 (MD5) Previous issue date: 2016-11-28 / Recreational and economic activities require natural resources for theirs development, more and more. Nevertheless, negative impacts on environment and the sustainability discussion as a basic and indispensable condition are unavoidable, to ensure the continuity of these processes. This research aims to analyze the guest information about related environmental practices to the management, conservation and at the water use in lodging means, according to NBR 15401. In that case, 166 questionnaires were applied to guests of three MHs of the Longevity and Thermal Baths Tourist Route in two weeks with events in the region. The data indicate that 38% of the interviewees accomplish the water consumption control in the MHs where they are guests; 32% say that theirs biggest concern is related to waste and water contamination; 15,1% indicate that the MHs where they are guests introduce water use rationalization measures, but from isolated manner and not in the environmental programs shape. The detached main measures by guests implanted in the MHs are automatic stopcock or flow restrictors, bath towels reuse and bedclothes replace in alternated days. Occasionally, the data also reveal that the MHs introduce information to the guests about water consumption minimization and rationalization and others natural resources. The research results signalize adopted measures by guests and MHs related to sustainability management, specially the hydric resources management. As continuity, they suggest new studies about environmental management in those enterprises, especially in relation to the managers, collaborators and guests’ participation, identifying theirs information and attitudes in favor of the water consumption minimization and of the sustainable tourism construction process.

O turismo é um dos setores que mais cresce, gerando emprego e renda em todo mundo, tornando-se um fator importante para o desenvolvimento econômico. Dentro do turismo, o setor hoteleiro destaca-se na economia do país em razão da capacidade de atender a demanda causada pelo deslocamento de pessoas. O objetivo da presente pesquisa é analisar, com base no modelo SERVQUAL, a qualidade do serviço hoteleiro oferecido pela cidade de Gramado – RS. Este estudo tem caráter exploratório, de natureza qualitativa. Para isso, utilizou-se de um levantamento bibliográfico (em banco de dados e nos principais periódicos do turismo). O objeto de estudo foram os 13 hotéis de categoria luxo e conforto localizado na cidade de Gramado – RS. Os resultados foram alcançados através das análises feitas nos sites e das avaliações destes hotéis feitas pelos clientes nas Online Travel Review. As visões foram estudadas separadamente e na sequência feitas um comparativo entre elas com respaldo da literatura. As análises foram realizadas através do modelo SERVQUAL de acordo com as seguintes variáveis: tangibilidade, confiabilidade, presteza, segurança e empatia. Os resultados apresentados mostraram que o capital humano é o elemento que mais carece de investimento por parte dos hotéis. / Submitted by Ana Guimarães Pereira (agpereir@ucs.br) on 2017-05-05T19:05:21Z No. of bitstreams: 1 Dissertacao Leticia Carvalho Vivian.pdf: 1860255 bytes, checksum: 14235251dc6f30a8cd08c43e441bbe62 (MD5) / Made available in DSpace on 2017-05-05T19:05:21Z (GMT). No. of bitstreams: 1 Dissertacao Leticia Carvalho Vivian.pdf: 1860255 bytes, checksum: 14235251dc6f30a8cd08c43e441bbe62 (MD5) Previous issue date: 2017-05-05 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior, CAPES. / Tourism is one of the fastest growing sectors, generating employment and income worldwide, making it an important factor for economic development. Within tourism, the hotel sector stands out in the economy of the country because of the capacity to meet the demand caused by the displacement of people. The objective of this research is to analyze, based on the SERVQUAL model, the quality of the hotel service offered by the city of Gramado - RS. This study has an exploratory character, of a qualitative nature. For this, a bibliographical survey was used (in databases and in the main journals of tourism). The object of study were the 13 hotels of category luxury and comfort located in the city of Gramado - RS. The results were achieved through the analyzes made on the websites and the evaluations of these hotels made by the customers in the Online Travel Review. The visions were studied separately and in the sequence made a comparative between them with support of the literature. The analyzes were performed through the SERVQUAL model according to the following variables: tangibility, reliability, readiness, safety and empathy. The results presented showed that human capital is the element that most requires investment by hotels.

Thesis (MTech (Quality (Faculty of Engineering)))--Cape Peninsula University of Technology, 2009. / Customer satisfaction is one of the most important strategic mechanisms of best practice hotel organisations. Daily, managers and employees are continuously faced with the challenges of establishing and maintaining customer satisfaction. The purpose of this study is to seek and identify measures that can be used in the hospitality industry for purposes of assessing and evaluating customer satisfaction and customer service effectiveness. The results from the research will enable hotel owners, managers and decision makers to identify the best practices in customer service design, culminating in customer value. The primary objective of this study is to assess customer expectations and perceptions of service quality in Cape Town based hotels, and to identify the gaps between client expectations and perceptions. This will be used as a basis to investigate the challenges that Cape Town hotels experience pertaining to internal and external customer strategy development and satisfaction. These identified challenges will be used as learning opportunities for improvement in aspects of quality and to establish a usable model for the organisation (hotels) from which strategies can be developed for the effective management of customer relations, and to ensure that customer expectations of service quality are met. The researcher will use SERVQUAL and the Analytic Hierarchy Process (AHP) scoring method to rate the customer’s level of satisfaction with each service attribute into an overall service performance of each hotel. The researcher will recommend an appropriate quality improvement mechanism to measure, analyse and improve processes in the hospitality industry.

Thesis (MTech (Business Administration))--Cape Peninsula University of Technology, 2017. / The study identifies and examines evidence on how customer loyalty is influenced by hotel product innovation. This examination helps to understand differentiation and the competitive benefits of innovation in product and loyalty for such innovation. The innovation influence provides rationale to extend product innovation as a strategy to differentiate, compete, and gain loyalty in the hotel industry. With increased competition in the hospitality industry, the examination of hotel product innovation becomes imperative for both practical and theoretical relevance. This examination was done using a survey method to collect data from 242 travellers who visited Cape Town, stayed in a graded hotel, and visited Kirstenbosch Gardens during the period of the study. This quantitative survey was supported by data triangulation approach with respondents chosen using systematic random sampling. The semi-structured questionnaire comprised mainly closed-ended and a few open-ended questions. The study found that hotel product innovation has greater influence on customer loyalty and hotel choice. However, not all product innovations have the same level of influence, and not all influences are statistically significant. Therefore, the degree of influence was found to be a useful enabler of competitive and loyalty strategy in the hospitality industry.

Thesis (MTech (Cost and Management Accounting))--Cape Peninsula University of Technology, 2018. / Small and Medium Enterprises (SMEs) operating in the hotel industry in South Africa are perceived to be failing/underperforming partly due to their reluctance to use Non-Financial Performance Measures (NFPMs). The main purpose of this study was to determine the extent to which SMEs in the hotel industry use three categories of NFPMs, namely; customer oriented, internal business process as well as learning and innovation, for running their businesses. This objective requires quantitative data to determine the percentage of SMEs in the hotel sector that make use of NFPMS. Specifically, the study aimed to determine the types of NFPMs used by the SMEs, the purposes for which these measures are used, the perceived effectiveness of the NFPMs currently used, as well as the factors that inhibit SMEs from using NFPMs. To this end, a questionnaire survey was administered on owners/managers of 100 hotels operating in the Cape Metropole. Purposeful sampling method was employed. Test of reliability of questionnaire was done during the experimental stage to ensure the stability, consistence, repeatability, or reproduction of the same results if questionnaires were to be administered to the same population using the same methodology at different times. The results of the study revealed that customer oriented measures were the most frequently used NFPMs, while learning and innovation related measures were the least frequently used NFPMs by the sampled SMEs. Concerning the purpose for which SMEs use NFPMs, the results revealed that SMEs used the NFPMs mainly for: improving the profitability of their business, improving productivity and effectiveness, as well as for improving decision–making. As far as the perceived effectiveness of the NFPMs currently used by SMEs, the results revealed that customer oriented measures were perceived by the sampled respondents to be the most effective of the three NFPMs. With respect to the factors inhibiting SMEs’ use of NFPMs, the results revealed that the main factors were high cost of implementing these measures, incomparability of the measures to those of other SMEs due to their entity specific nature, difficulty in quantifying the NFPMs measures, as well as employee resistance. This study fills a gap in the literature by making a significant contribution on the usage of NFPMs by SMEs. The study provides useful information on the usage of NFPMs that the Department of Small Business Development and Small Enterprise Development agency(SEDA) can use to inform the development of interventions aimed at reducing SMEs’ failure. These findings may also help SMEs to improve their usage of NFPMs in order to capitalise on the benefits gained from using these measures. Furthermore, these findings may help SMEs to overcome the factors that inhibit them from using NFPMs.