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Authors
Advisor(s)
Abstract(s)
As empresas atuam cada vez mais num mundo competitivo, onde cada pequena especificidade pode ser um fator diferenciador da concorrência, sentindo necessidade de serem mais competitivas, contando cada especificidade para que essa competitividade seja maior. Os recursos humanos são provavelmente o ativo mais valioso das organizações e, por isso mesmo, estes devem ser geridos da forma estratégica sendo por este motivo que a área de gestão de recursos humanos tem ganho cada vez maior relevância na vida das empresas, constituindo peça fundamental para a construção da competitividade e, também, da qualidade de serviço que as organizações ambicionam alcançar. bConsidera-se, atualmente, que são as pessoas, recursos intangíveis, que se assumem como recursos diferenciadores, aumentando a competitividade e a produtividade de uma organização. Desta forma, no setor dos serviços e mais especificamente da hotelaria, as pessoas são os elementos-chave para o sucesso dos empreendimentos, pois elas são a cara deste. Para que as capacidades e competências das pessoas sejam maximizadas será fundamental que exista uma liderança capaz de abraçar o desfio e encaminhar a equipa nesse sentido. Assim, neste trabalho aborda-se o papel que o líder tem na gestão de operações do front- office dos hotéis de cinco estrelas em Portugal, comprovando-se que a liderança, sendo fortemente positiva, tem um impacto muito direto e uma forte influência nas operações de front-office nos hotéis de 5 estrelas em Portugal, sendo também que os colaboradores transmitem quase completamente a influência que recebem por parte dos seus líderes para as operações diárias pelas quais são responsáveis.
Companies are increasingly operating in a competitive world where each small specificity can be a differentiating factor of competition, feeling the need to be more competitive, and each specificity counts for this competitiveness to be greater. Human resources are probably the most valuable assets of organizations and, for this reason, they must be managed in a strategic way and for this reason the area of human resources management has gained increasing relevance in the life of companies, for the construction of competitiveness and for the quality of service that organizations aim to achieve. It is now considered that is the people, intangible resources, that are seen as differentiating resources, increasing the competitiveness and productivity of an organization. In this way, in the services sector and more specifically in the hotel industry, people are the key elements for the success of the enterprises, because they are the face of this. In order to people's abilities and skills to be maximized, it will be essential that there be a leadership capable of embracing the challenge and directing the team accordingly. Thus, in this work is discusses the role that the leader has in the management of front office operations of five-star hotels in Portugal, proving that leadership, being highly positive, has a direct positive impact and a strong influence in the front office operations at the 5 stars hotels in Portugal, and the employees convey almost completely to the daily operations they are responsible for the influence they get from their leaders .
Companies are increasingly operating in a competitive world where each small specificity can be a differentiating factor of competition, feeling the need to be more competitive, and each specificity counts for this competitiveness to be greater. Human resources are probably the most valuable assets of organizations and, for this reason, they must be managed in a strategic way and for this reason the area of human resources management has gained increasing relevance in the life of companies, for the construction of competitiveness and for the quality of service that organizations aim to achieve. It is now considered that is the people, intangible resources, that are seen as differentiating resources, increasing the competitiveness and productivity of an organization. In this way, in the services sector and more specifically in the hotel industry, people are the key elements for the success of the enterprises, because they are the face of this. In order to people's abilities and skills to be maximized, it will be essential that there be a leadership capable of embracing the challenge and directing the team accordingly. Thus, in this work is discusses the role that the leader has in the management of front office operations of five-star hotels in Portugal, proving that leadership, being highly positive, has a direct positive impact and a strong influence in the front office operations at the 5 stars hotels in Portugal, and the employees convey almost completely to the daily operations they are responsible for the influence they get from their leaders .
Description
Mestrado em Gestão e Empreendedorismo
Keywords
Turismo Hotelaria Front-office Liderança Tourism Hospitality Leadership
Citation
Fernandes, J. A. F. (2020). A influência da liderança nas operações de front-office nos hotéis de 5 estrelas em Portugal. (Dissertação de mestrado não publicada). Instituto Politécnico de Lisboa, Instituto Superior de Contabilidade e Administração de Lisboa. Disponível em http://hdl.handle.net/10400.21/12879