Submitted by Coordenação Hotelaria (hotelaria@vm.uff.br) on 2016-05-04T18:16:13Z No. of bitstreams: 1 TCC Juliana de Azevedo.pdf: 1975517 bytes, checksum: 78023843959b450003492289cc191703 (MD5) / Made available in DSpace on 2016-05-17T13:20:59Z (GMT). No. of bitstreams: 1 TCC Juliana de Azevedo.pdf: 1975517 bytes, checksum: 78023843959b450003492289cc191703 (MD5) / Este trabalho de conclusão de curso visa compreender as atividades exercidas durante a prática de estágio supervisionado (obrigatório) em recepção, vivenciada no Hotel Savoy Othon Travel – Copacabana-RJ, da rede de Hotéis Othon, no período de Agosto de 2013 até Março de 2014. Assim, o autor faz uma breve apresentação da rede e da estrutura física e organizacional do hotel onde o estágio ocorreu. Também são caracterizados os conceitos do estágio empregando-os ao curso e ao estágio em recepção hoteleira. A partir da vivência pessoal do autor, foram analisados os elementos práticos do estágio, como o manuseio do programa utilizado pelo hotel e as funções exercidas pelo recepcionista. Após analisar a estrutura teórica e prática chegou-se a conclusão de que o estágio em recepção, além de ser a porta de entrada para o profissional hoteleiro (pela grande oferta de vagas), também é um importante setor que colabora na formação do aluno, uma vez que a recepção é um dos setores que está em constante contato com os demais setores. Dessa forma na formação de futuros gestores, a prática na recepção permite uma visão operacional mais ampla do hotel, como um todo. / This document aims to understand the duties made by the author through the mandatory supervised practice at reception of Savoy Othon Travel (Copacabana - RJ) which is a branch of Othon Hotels chain, from August 2013 to March 2014. Accordingly, the author makes a brief presentation of the hotels chain and the structure of the hotel where the internship was done, reporting the physical and hierarchical structures of the hotel. This document approaches to concepts of internship and how they were employed to the course and to the internship as well. From personal experience of the author, the practical elements of the internship, such as the handling of the program used by the hotel and the duties performed by the receptionist were analyzed. After analyzing the theoretical and practical structure reached the conclusion that the internship in reception, in addition to being the gateway to the hotelier professional into the labor market (by the great number of vacancies), is also an important sector that contributes to formation of the student, since the reception is one of the sectors that are in constant contact with the other sectors. Therefore, in the formation of future managers the practice at reception allows a wider operational view of the hotel as a whole.

This empirical study deals with the issues of language choice and code alternation as a common practice in the organization of the complex check in activity with multiple participants in hospitality properties in Sweden. In particular, it discusses several interactional tasks that code alternation may accomplish in that setting and represents a crossroad of general linguistics, bilingualism studies and conversation analysis. In the light of arising interest of specialists of different areas of linguistics in bilingualism in formal settings, it deals with institutional bilingualism in Sweden, an EU country with a comparatively high level of bilingualism among residents. In the era of the new economy with its globalization and human mobility, bilingualism has become an emergent practice in many tourism settings, the hospitality sector of tourism among them. In hospitality as a tourism setting with a potentially high concentration of foreign tourists, it is inevitable that certain groups of hotel guests include members who expose different language abilities and preferences. As a result, in the interaction with one single group of guests two or even more languages can be used at the same time, as oriented to the needs and preferences of each and every guest. This investigation aims at discussing some possible accomplishments of language choice and code alternation in a standardized hotel check in activity where a single group of guests has to be addressed in two languages, Swedish and English, and where the language choices are crucial for participation and the accomplishment of the check in activity in general.