Dissertations / Theses on the topic 'Hotel housekeeping'

Ao contrário da idéia do senso comum, a camareira é a protagonista e não coadjuvante do sistema organizacional da hospitalidade e do turismo, pois ela é a principal atriz da governança em hotelaria. Em um cenário mundial de dramáticos problemas ambientais, decorrentes do crescimento econômico, em cujo contexto se inserem o turismo e a hotelaria, o papel desta profissional, na gestão ambiental sustentável em meios de hospedagem, torna-se fundamental. O objetivo geral do estudo é analisar a implementação de um Procedimento Operacional Padrão (POP) no setor de governança, que reduza os impactos ambientais em um meio de hospedagem na cidade de Rio Grande (RS). Os objetivos específicos são: a) identificar as ações ambientais provenientes da implantação do Procedimento Operacional Padrão (POP) dos colaboradores do setor de governança; b) estudar a eficácia da implementação de um Procedimento Operacional Padrão no setor de governança com base no conceito de educação ambiental. As variáveis analisadas foram: água, energia, resíduos, política ambiental e fornecedores. Inicialmente, o empreendimento foi analisado por meio de entrevista com o principal gestor e com aplicação de instrumento de observação direta. A pesquisa de campo foi realizada no período de outubro de 2009 a fevereiro de 2010. O diagnóstico foi realizado por meio da comparação das ações no hotel, anteriormente e posteriormente à implementação do Procedimento Operacional Padrão de governança. Constatou-se que o empreendimento já mantinha uma relação comercial com fornecedores certificados ambientalmente. A análise dos resultados permite concluir que, com o procedimento operacional de governança, houve redução de consumo de energia e de água, redução de geração de resíduos. Recomenda-se que os gestores implantem uma política de gestão ambiental no meio de hospedagem e mantenham o programa de valorização dos profissionais do setor de governança.
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Universidade de Caxias do Sul
Unlike the idea of common sense, the maid is the protagonist and not supportive of the organizational system of hospitality and tourism, as it is the leading actress of housekeeping in hotel management. In a dramatic scenario of global environmental problems, resulting from economic growth, in the context of which fall within tourism and hotel managment, the role of this professional, in sustainable environmental management in lodging facilities, becomes essential. The overall objective of the study is to analyze the implementation of a Standard Operating Procedure (SOP) in the housekeeping sector, which reduce environmental impacts in a way of lodging, in Rio Grande (RS) city. The specific objectives are: a) identify the environmental actions from the implementation of Standard Operating Procedure (SOP) of employees in the housekeeping sector, b) study the effectiveness of implementing a standard operating procedure in the housekeeping sector based on the concept of education environment. The variables analysed were: water, energy, waste, environmental policy and suppliers. Initially, the project was analysed through interviews with the main manager and application of instrument of direct observation. The fieldwork was conducted between October 2009 and February 2010. The diagnosis was made by comparing the hotel shares before and after the implementation of the standard operating procedure of housekeeping. It was found that the project already had a business relationship with environmentally certified suppliers. The results analysis allowed to conclude that, with the operating procedure of housekeeping, it had a reduction of energy consumption and water use, reducing waste generation. It is recommended that managers deploy an environmental management policy in the midst of hosting and maintaining the program of valorization of the professional in the housekeeping sector.

Este relatório pretende descrever a experiência proporcionada pelo estágio efetuado no departamento de Style do hotel W Barcelona, enquanto supervisor de housekeeping. Para melhor conseguir definir esta experiência, é feita uma caraterização da entidade de acolhimento, referindo os elementos diferenciadores associados à brand do hotel, assim como aspetos gerais da cadeia hoteleira a que esta está liga. Segue-se uma revisão de literatura onde é explorada a descrição do departamento de alojamento e do subdepartamento de housekeeping. Nesta revisão focam-se as funções dos vários colaboradores pertencentes ao subdepartamento, assim como os variados documentos inerentes ao decorrer da operação. Posteriormente é feita uma descrição da realidade do hotel, ao nível da área de housekeeping: relata-se as funções dos vários elementos do departamento, dando-se especial destaque à função de supervisor de andares. Refere-se quais os procedimentos e relatórios exigidos, durante a operativa do hotel. Comenta-se, também, a implementação de um sistema (REX), que visa melhorar o desempenho deste departamento. Comparando os conceitos obtidos através da revisão da literatura com a realidade do hotel verifica-se que não é fácil implementar grandes inovações, dentro da área do housekeeping, e que a forma de operar não conheceu profundas alterações nos últimos dez anos e conclui-se que este hotel estabeleceu para a operativa, procedimentos estandardizados.

碩士
華梵大學
工業管理學系碩士班
93
Abstract The objective of this research is to evaluate on the musculoskeletal injuries of the hotel housekeeping worker and its risk factors. This research was primarily conducted by self-awareness survey, and it employed operation observation and ergonomics checklist as secondary tool. The results of analysis is studied to establish improvement suggestion and to reduce the chance of the housekeeping worker getting occupational musculoskeletal injuries and diseases. In the survey part of research, a total of 120 questionnaires had sent out among the housekeeping worker in two hotels, and out of 110 returned, 96 were the valid questionnaires and the invalid ones are 14. As to compare the difference, we specially interviewed 32 administrative staffs. The result shown that 83 (86.5%) of the housekeeping worker have mentioned discomfort on various parts of the body, among the parts that were mentioned, 50(52.1%) people mentioned discomfort at the lower back, which was the highest, followed by the knees, which was mentioned by 24 (25.0%), the shoulders, which was mentioned by 21 (21.9%) and the neck, which was mentioned by 14 (14.6%). 22 (68.8%) of the administrative staffs have mentioned discomfort on various parts of the body, among the parts that were mentioned, 11 (34.4%) people mentioned the neck and 11 (34.4%) mentioned right shoulder, which were the highest, followed by the lower back, which was mentioned by 8 (25.0%) and the left shoulder, which was mentioned by 7 (21.9%). Moreover, in the result of this research, the positions, ages, years of working experience of the housekeeping worker and whether they have received injury prevention course and musculoskeletal injuries has significant relation. The result of this research also shows that the type of work and the operation method of the housekeeping worker, discomfort parts and rates of the musculoskeletal injuries are not differentiated by different hotels. However, the musculoskeletal injuries rate and parts of the housekeeping worker and regular administrative staffs are different due to the different type of work. The result of further observation and BRIEF checklist analysis shows that among the high risk parts, the left shoulder (100%) and the back (100%) are the highest, followed by the left shoulder (83.3%), and the rest of them are in the order as followed: left hand/wrist (66.7%), left hand/wrist (50.0%), the neck (16.7%), which shows that shoulders and back, hand/wrist has higher potential danger. The result of BRIEF checklist on the parts of shoulder and back is consistent with the questionnaires, however, on the part of knees, because the result of BRIEF checklist is far lower than the one in the questionnaire, after observation, BRIEF checklist may have underestimated the evaluation on the leg. Generally, the musculoskeletal injuries rate of the housekeeping worker in the hotel industry has exceed the general administrative staffs and the whole industry; While all industries have been implementing automated services, however, the housekeeping operation in the hotel industry is still relying on manpower, and unable to get proper rest, improper way to apply forces and unnatural operational position can easily cause musculoskeletal injuries, which is desperately in need of government, employers and scholars’ attention and improvement. Keywords：hotel, housekeeping worker, musculoskeletal injuries, NMQ, BRIEF.

碩士
東海大學
餐旅管理學系
100
Room attendants are the first line people to serve hotel guests and their duties are quite labor intensive. Pressures for room attendants arise especially on long weekends or holidays, due to plenty of hotel rooms waiting for reset and guests continuing to arrive. Through literature review and focus group study, this article explores the impact factors of hotel room reset makespan. Via simulation software, SIMUL8, this study constructs a model of hotel housekeeping operations. The model represents the flow from hotel guests arrival, check-in, stay, check-out, and hotel room reset, and conducting two-way ANOVA tests to analyze the effect of the percentages of guest late check-out and the dispatch of room attendants (single vs. double) on hotel room reset makespan. Results show that the percentages of guest late check-out and the dispatch of room attendants caused significant impact, especially for doubled room-attendant dispatch.

碩士
銘傳大學
觀光事業學系碩士在職專班
105
Due to the cross-strait tourism, until the beginning of 2017, the total number of Chinese tourists visiting to Taiwan has seen a tremendous growth which have reaching over 10 million. The increasing demand of hotel facilities has led to the establishment of more tourist hotels, tourist resorts and regular hotels in order to meet the fast expanding market demand. Therefore, this cause a massive personnel demand in the department of human resources and housekeeping services. In this study, we received standard and sub-criteria based on literature review, expert questionnaires and interviews. Three standards: core functions, management functions, professional functions. 12 criteria include: empathy, careful, responsible, diligent and enthusiastic, teamwork, Problem-solving ability, capacity management capacity, communication and coordination, house inspection, cleaning and finishing, the establishment of customer habits, reception services. The Through the empirical analysis, select the best choice for the staff. Fuzzy multi-criteria decision-making is applied to compare weights and figures. The triangular fuzzy number of the fuzzy multi-criteria decision-making is used to analyze the “importance” and “appropriateness” of the linguistic variables in order to obtain the importance and weight of each sub-criteria. Finally, through integration, we derive a fuzzy overall decision-making, and with the application of Dr. Chen Yaw-Chu’s fuzzy multi-criteria decision-making ranking method, Can determine the best candidates for a case company.

碩士
國立中山大學
人力資源管理研究所
106
This study of the internship internship in the industry when the feelings of the most internship in the future after the practice of the rope to give advice. The main contents of this discussion; experience and experience in the work of the room, including internship, internship, internship

presente relatório tem como referência o estágio realizado entre Setembro e Outubro de 2018 no Júpiter Lisboa Hotel, com o propósito de obtenção do Grau de Mestre em Gestão do Turismo e Hotelaria pela Universidade Europeia. São revistas as áreas de Turismo e Hotelaria, sendo apresentado o Grupo Hoteleiro e o Hotel. O estágio decorreu sob supervisão do Front Office Manager Diogo Nunes e o Governante Geral António Mateus, visando a integração nas equipas de Recepção e Housekeeping, respectivamente, assim como a realização das tarefas diárias afetas a estes dois departamentos. O relatório está dividido em seis capítulos: no primeiro analisa-se o panorama Turístico e Hoteleiro nacional e internacional. No segundo apresenta-se o Grupo Hoteleiro e o Hotel. Seguidamente são descritas as actividades e funções realizadas durante o estágio. No quarto capítulo apresenta-se uma proposta de valor com o intuito de melhorar a operação do hotel. Por fim, relacionam-se as funções desempenhadas no estágio com as unidades curriculares do curso de Mestrado e apresentam-se conclusões finais.
The following report is based on the internship occurring between September and October 2018 on Júpiter Lisboa Hotel, with the purpose of obtaining a Master Degree in Tourism and Hotel Management by the Universidade Europeia. In this paper Tourism and Hospitality are reviewed. The Hotel and Hotel Group are also presented. The internship occurred under the supervision of the Front Office Manager Diogo Nunes and General Housekeeper António Mateus, with the aim of integration in the teams of Reception and Housekeeping, respectively, as well as taking part in the daily tasks pertaining to these two departments. This report is divided in six chapters: firstly the Tourism and Hospitality panorama are analyzed nationally and internationally. Secondly the Hotel and Hotel group are presented. Afterwards the activities and tasks developed during the internship are described. On the fourth chapter a value proposition is presented based on suggestions which may enhance the success of the hotel. Finally, the activities developed during the internship are related to the curricular subjects of the Master Degree course and final conclusions are presented.

abstract: The objective of this study was to understand domestic and foreign-born housekeeper's individual perceptions of labor mobility and job satisfaction related to their jobs within the hospitality industry. Literature regarding the bridging of tourism, immigration, and labor supply was addressed to expose broad conceptual frameworks that lead to the development of this study. More specifically, literature regarding labor mobility within tourism industries, migrant decision making, and barriers to mobility and immigration helped to construct a narrowed conceptual framework specific to hospitality labor in Phoenix, Arizona. Similar and previous studies focused on perceived labor mobility during significant economic or industry shifts. This study included the addition of a policy factor to help determine to what degree state policy change effected hospitality workers' perceived labor mobility. Arizona's recently passed and implemented legislative act SB1070 regards immigrant identification and employment, and enforcement of the act in the state of Arizona; this serves as the implicated policy change. Data were collected via on-site survey administered February to May 2011. An overall score was created for the five motivational dimensions: 1 — Status; 2 — Economic; 3 — Refugee; 4 — Entrepreneurial; and, 5 — Political using principle component factor analysis using a varimax rotation with Kaiser normalization. Theory and literature suggest that the economic advancement, status advancement, and the refugee orientation are effective explanatory variables for motivating a career move into the tourism industry. A total of 82 questionnaires were delivered and completed (N = 82), and none were eliminated. The statistically-determined Economic Dimension was characterized by eleven statements explained 51% of the variation and was the overwhelming motivational force. The average coded response for change in job satisfaction was very positive at .75. Ten features of changes in job satisfaction were used as the basis of the second measure of change in job satisfaction. The first Principle Component of the ten features of job satisfaction change explained 45% of the variation in these features and loadings were positive near or above 0.60 for all items. The relationship between variations in each of the measurements of change in job satisfaction and motivating factors was explored using regression analysis. The two dependent variables were Overall Change and First Principle Component, and the independent variables for both regressions included the four motivating factors as measured by the rotated factors scores to represent dimensions of Economic, Status, Refugee and Entrepreneurial. In addition to the motivational factors, four demographic variables were included as independent variables to account for personal and situational differences. None of the regression coefficients were significant at even the 10% level. Although this result was expected, the positive sign of regression coefficients suggest that expectations of working as a housekeepers results in a positive outcome. Understanding this relationship further is necessary, and seeking larger sample sizes over a longer period of time would be most beneficial to this field of research.
Dissertation/Thesis
M.S. Recreation and Tourism Studies 2011

碩士
義守大學
管理碩博士班
104
This study aimed to investigate the relationship between the personality traits and job satisfaction of housekeeping employees in international tourist hotels, and to analyze whether there is difference between personality traits and job satisfaction of housekeeping employees with different demographic backgrounds, as a reference for practitioners in hotel related industry. The main purpose is described as follows: 1.To understand the current situation of job satisfaction for employees in hotel housekeeping departments; 2.To discuss whether the different backgrounds of hotel housekeeping employees will influence their job satisfaction; 3.To discuss whether the different personality traits of hotel housekeeping employees will influence their job satisfaction; 4.To study whether there are different personality traits between hotel housekeeping employees with different demographic backgrounds; 5., To provide a reference for hoteliers to improve employees'' satisfaction based on research results.This study used questionnaires for the employees of housekeeping departments in southern international tourist hotels. 300 questionnaires were distributed in total and 288 copies of questionnaires were received. There were 278 valid questionnaires,and the valid responding rate was 92.6%. The results show that hotel housekeeping employees with different demographic backgrounds have significant differences in personality traits. The job satisfaction of hotel housekeeping employees is more inclined to inner satisfaction, and the job satisfaction has significant differences on hotel housekeeping employees of different background variables. The results of this study lead to the following recommendations for practitioners of international tourist hotels: First, it is recommended that hotel employers could make more efforts in hiring and retaining qualified employees. For hiring employees, it could give priority to those who have master degree and get married. For retaining the qualified employees,it could give pre-vocational training, a promotion plan, enhance the cohesion of the employees towards the company and encourage job training, so that the hotel can create greater competitive advantage. Second, the personality traits of hotel housekeeping employees tend toward friendliness and diligence. Therefore, it is recommended that hoteliers can create a personality questionnaire to understand the personality traits of employees, and as reference when distributing employees to each sector. The inclination of hotel housekeeping employees tends more toward inner satisfaction, so it is recommended that the practitioners can promote a sense of accomplishment, pride and cohesion of employees in order to enhance the job satisfaction of employees.

碩士
嶺東科技大學
高階主管企管碩士在職專班
102
A procedure is Due to offering Mainland China’s tourist, Taiwan’s tourism and hotel industries have also increased quickly. In hotel industry, housekeeping department is a physical labor works, accompany with staff shortage in this low employment rate dynasty. Recruitments in housekeeping department will become diversification; it shows important of human resource strategy. This research confers the outsourcing strategy in Taiwan’s hotel industry. This thesis applies “Structural Hole Theme” to confer the role of outsourcing company in hotel industry, though the Qualitative Interview Research Method to understand the weakness of labor demands and management and Outsourcing Company create their advantage in social network to replace the strategy of hotel housekeeping department management gradually. In addition, using successful outsourcing company’s case to prove that will be the key factor of Structural Hole. The research shows outsourcing company in social network has an advantage to create Structural Holes among hotel housekeeping department, school and Employment Servic organization. These three organizations have connection with each other. Meanwhile, outsourcing company offer the employment chance for Employment Servic organization, offing internship chance for school students, in addition, though the staff training and integration, assigning staff to hotel housekeeping department. As a successful key role of Structural Hole, it will help hotel housekeeping department to save the training cost, labor cost and tax, on the other hand outsourcing companies can get profit for themselves and satisfied with all other organizations.

Este presente relatório relata a experiência profissional adquirida pela realização de um estágio no departamento de Housekeeping do hotel Waldorf Astoria Amsterdam, enquanto supervisor de housekeeping (Floor Supervisor). De forma a descrever melhor esta prática de estágio, o primeiro ponto retrata a revisão da literatura, dividindo-se em dois momentos distintos. O primeiro momento aborda a temática do turismo e hotelaria no mundo e, em particular, nos Países Baixos. É feito ainda uma pequena abordagem e análise do COVID-19 e o seu impacto no turismo e na hotelaria. O segundo foca-se na caracterização da entidade hoteleira onde foi realizado o estágio, descreve ainda alguns aspetos únicos associados tanto à propriedade como à marca Waldorf Astoria, tal como, aborda ainda alguns aspetos mais globais do grupo hoteleiro onde está inserido. O segundo ponto divide-se igualmente em dois momentos. O primeiro retrata o enquadramento teórico onde é abordado a temática do departamento de alojamento, consequentemente, e mais detalhada, a temática do housekeeping. São abordados desde as funções de cada membro da equipa desta seção aos procedimentos e documentos necessários ao bom funcionamento da operativa. O segundo momento deste segundo ponto é marcado pela descrição da realidade do WAA. Aborda-se mais uma vez o departamento de alojamento de uma forma muito geral, dando um maior enfoque na operativa do housekeeping. A rotina de um supervisor foi o subponto mais desenvolvido, uma vez que, o estágio tratou-se do desempenho desse cargo. Seguindo a mesma linha de pensamento, são descritas todas as outras funções dos restantes membros da equipa face a realidade no WAA, os procedimentos e standards requeridos diariamente. Para terminar este ponto são retratados os desafios e as oportunidades deste estágio e ainda o impacto procedimental do COVID-19 nos alojamentos e na rotina da operação do housekeeping. De um modo geral, conclui-se que embora a pequena dimensão do hotel a nível do número de quartos, o nível de exigência é extremamente alto, não podendo haver qualquer margem para erro, o que acarreta uma responsabilidade ainda mais acrescida dos supervisores, uma vez que, estes são os últimos a entrar num quarto antes que este seja liberto para venda. Isto por vezes, viu-se mais dificultado com a falta de uma comunicação eficaz entre seções. Contudo, a experiência foi um grande momento de aprendizagem e serviu, sem dúvida, como uma base sólida de início de carreira nesta área.
This report presents a professional experience obtained by carrying out an internship in the housekeeping department of the Waldorf Astoria Amsterdam hotel, as Floor Supervisor. To better describe this internship, the first point is divided into two distinct moments. The first moment addresses the theme of tourism and hospitality in the world and in the Netherlands. A small approach and analysis of COVID-19 and its impact on tourism and hospitality was also made. The second moment is focused on the characterization of the hotel entity where the internship took place, it is also presented some exclusive aspects associated with both the property and the Waldorf Astoria brand, as well as addressing some more global aspects of the hotel group where it is inserted. The second point is equally divided into two moments. The first one portrays the theoretical framework where the room department is approached, as well as, consequently, and more detailed, the housekeeping service. It is made an approach of the functions of each team member, the procedures, and documents necessary for the good flow of the operation. The second moment from the second point is evidenced by the description of the reality of the WAA. Once again, the room department is approached in a very general way, giving a greater focus on the housekeeping operation. The routine of a supervisor at the WAA was the most developed subpoint once the internship dealt with the performance of this position. Following the logic, all other functions of the remaining team members regarding the reality at WAA are described, as well as the procedures and standards required on a daily basis. The conclusion of this point is related to the challenges and opportunities found during the internship and to the procedural impact of COVID-19 in the rooms and in the routine of the housekeeping operation. In general, although the small size of the hotel regarding to the total number of rooms, the level of demanding is extremely high, there can be no margin for error, which is an even greater responsibility for the supervisors, once they are the last to enter the room before being released for sale. The functions of a supervisor were sometimes more difficult to execute due to the lack of effective communication between sections. However, the experience itself was a great learning and it is seen, without a doubt, as a solid basis for starting a career in this area.

O presente relatório descreve o estágio realizado no Hotel Paraíso de Albufeira – outubro/2017 a maio/2018. Visando alinhar a teoria assimilada no mestrado à realidade profissional. Concluído o projeto, no âmbito do Mestrado em Direção e Gestão Hoteleira, pretende-se, obter o grau de mestre pela ESGHT da Universidade do Algarve. O relatório apresenta uma revisão da literatura, direcionada para departamentos onde decorreu o estágio. Destaque para o alojamento e F&B, que envolveram a maior parte do projeto. Os restantes departamentos, com intervenção mais curta, foram também considerados na revisão bibliográfica. Complementando a revisão, analisou-se ainda literatura relevante nas áreas de Turismo e Hotelaria. Na terceira parte do relatório faz-se a caracterização do Hotel Paraíso de Albufeira. Depois descrevem-se as funções desempenhadas durante o estágio. De forma a experienciar as necessidades operacionais na gestão de uma unidade hoteleira, o estágio envolveu diversos departamentos - direção, CRM, comercial, marketing, reservas - mas incidiu principalmente em dois departamentos-chave do hotel: alojamento e F&B. O relatório retrata o funcionamento de um hotel de quatro estrelas e a sua organização interna, elementos importantes para a estagiária adquirir novos conhecimentos e competências. A principal metodologia para conhecer verdadeiramente o “mundo” da gestão hoteleira, segundo os profissionais do setor, consiste em: realizar tarefas em contexto real de trabalho. Foi o que sucedeu neste estágio: a permanência em áreas funcionais-chave permitiu acompanhar rotinas, observar situações únicas e analisar indicadores de gestão, visando a adoção de práticas de melhoria contínua. A colaboração com os diversos setores do hotel, fez perceber que havia défices em determinadas áreas, nomeadamente na organização do staff, formação, e planeamento das operações diárias, entre outras. Determinados procedimentos necessitavam de uma organização mais delineada e precisa. As propostas de melhoria e críticas apontadas à gestão do hotel, constantes do relatório, focam-se nesses aspetos.
This report´s primary objective is to describe the internship held at Hotel Paraíso de Albufeira between October 2017 and May 2018, with the objective of using and putting into practice, what was learned at the master´s classes, in “the real world” (on the “ground”). With this done, within the scope of the Masters in Management and Hotel Management, it is my intention to obtain a master's degree from the University of Algarve's School of Management, Hospitality and Tourism. The report contains an assessment of the departments where the internship took place, mainly accommodation and F&B utilizing what was learned as a basis of analyses. The remaining departments, where the intervention was shorter, were also considered, in terms of bibliographic review. In parallel, completing the review, we analyzed relevant literature in the areas of Tourism and Hospitality, in a macro perspective. The third part of the report also presents the characterization of the Hotel Paraíso de Albufeira. The functions performed during the stage are described below. In order to experience the operational and management needs of a hotel unit, the internship took place in a wide range of departments - management, CRM, commercial, marketing, reservations - but focused mainly on two key departments of the hotel: accommodation and F&B. The report portrays the operation of a large four-star hotel and its internal organization, these being important elements for the trainee to acquire new knowledge and develop skills throughout the internship. The main methodology for truly knowing and understanding the "world" of hotel management, consists, according to conversations held with professionals of the sector, in performing tasks in a real work context. This was done during the internship; being present in key functional areas allowed us to follow the routines, observe unique situations and analyze management indicators, with a view to adopting continuous improvement practices. The collaboration with the various sectors of the hotel made it clear that there were some shortcomings in certain areas, such as staff organization, training, and planning of daily operations, among others. Certain procedures required a more delineated and precise organization. The proposals for improvement and criticism of the hotel management in the report focuses on these aspects.

O presente relatório foi elaborado no âmbito do Mestrado em Turismo, especialidade em Gestão Operacional pela Universidade do Algarve - Escola Superior de Gestão Hotelaria e Turismo. Tem como objetivo a descrição de todo o processo de estágio, que decorreu de 10 de dezembro de 2018 a 31 de maio de 2019, nos departamentos de reservas, receção, F&B e hou-sekeeping unidade hoteleira Jupiter Algarve Hotel. Sendo o grupo Jupiter uma cadeia que está em ascensão, apresenta atualmente quatro unidades hoteleiras, Jupiter Algarve Hotel, Jupiter Marina Hotel, Jupiter Lisboa Hotel, nome-ado para o prémio publituris portugal travel awards 2019 e sua mais recente unidade, Jupiter Albufeira Hotel. Através do estágio no grupo supramencionado, foi possível estudar a interligação entre a comunicação intra e interdepartamental, e a sua gestão operacional. Na revisão de literatura no âmbito da comunicação intra e interdepartamental hoteleiro, serão apresentados três casos comunicacionais, que conduziram a obstáculos na tomada de de-cisão entre departamentos. Com a aprendizagem obtida no estágio curricular no Jupiter Algarve Hotel, foi possível identificar, desenvolver e apresentar recomendações para muitos dos desafios/divergências que um colaborador no setor hoteleiro se depara no seu dia-a-dia. Transversalmente, o presente estágio permitiu adquirir experiência operacional no âm-bito dos vários departamentos de uma unidade hoteleira, bem como uma aprendizagem e com-preensão das barreiras à comunicação interdepartamental, tendo-se criado neste contexto, um fluxograma de comunicação entre departamentos que identifica as principais barreiras à comu-nicação e apresenta propostas para a sua melhoria. No caso concreto do Hotel Jupiter destacam-se as seguintes barreiras, a sinergia entre departamentos e o manuseio do sistema informático, às quais se propõe uma melhoria na formação operacional e no processo de comunicação entre departamentos.
This report was prepared within the scope of the Master in Tourism, specializing in Operational Management by the University of Algarve - School of Hospitality and Tourism Management. It aims to describe the entire internship process, which took place from December 10, 2018 to May 31, 2019, in the reception, F&B, housekeeping and reservations departments of the Jupiter Algarve Hotel. As the Jupiter group is an up-and-coming chain, it currently features four hotel units, Jupiter Algarve Hotel, Jupiter Marina Hotel, Jupiter Lisboa Hotel, nominated for the 2019 publituris Portugal Travel Awards and its most recent unit, Jupiter Albufeira Hotel. Through the internship, it was possible to study the interconnection between intra and interdepartmental communication, and its operational management. In the literature review, in the scope of intra and interdepartmental hotel communica-tion, it will be presented three communicational cases that led to obstacles in operational man-agement. With the experience obtained in the curricular internship at Jupiter Algarve Hotel, it was possible to identify, develop and present recommendations for many of the challenges / divergences that an employee in the hotel sector, faces in their day-to-day. Crosswise, the present internship allowed to acquire operational experience in the scope of the various hotel departments, as well learning and understanding the interdepart-mental communication created. In this context, it will be presented a communication flowchart between departments that identifies the main communication barriers and presents proposals for their improvement. In the specific case of Hotel Jupiter, the following barriers stand out, the synergy between de-partments and the handling of the computer system for which an operational qualification training is requires and the internal communication departments.

碩士
中國文化大學
觀光事業學系
102
Housekeeping department contributes valuably for hotels. Due to the demand for hotel rooms is rising in Taiwan, housekeeper’s job stress is relatively increasing. If job stress does not solve in time, burnout and turnover intention will then appear. To solve above problems in hotels, internal marketing and organizational commitment will be important solutions. Therefore, the purpose of this study was to investigate the relationships among housekeeper’s job stress, burnout and turnover intention. Moreover, this study also examined the internal marketing and organizational commitment as moderators to influence the effects of job stress on burnout. The data was collected from 198 valid questionnaires with the convenience sampling, resulting in 70.2% response rate. Data analyses included descriptive statistical analysis, reliability analysis, correlation analysis and regression analysis. Findings indicated that the job stress had positive and significant impact on burnout. Burnout had positive and significant impact on turnover intention. Internal marketing and organizational commitment significantly moderated the relationship between job stress and burnout. This study proposed the theoretical framework of job stress, burnout, turnover intention, internal marketing and organization commitment, and provided specific practical implications.