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ISLA IPGT 15754

Accommodation and Reception Management

Tourism, Hotel and Restaurant Management
  • ApresentaçãoPresentation
    The curricular unit has as main objectives the development of skills in students that allow them to understand the organization of the accommodation department of a hotel, as well as the tasks associated with the business processes in which the accommodation department intervenes. It also intends to provide students with the knowledge that will enable them to identify and understand the main performance indicators normally associated with the accommodation department of a hotel.
  • ProgramaProgramme
    Organization of the accommodation and reception service department. Professional profiles that integrate them. Collective work agreement related to the North of Portugal. Operating account of a hotel. Sales and costs allocated to the accommodation department. Typification of these costs. Procedures at reception and between reception and other areas within the accommodation unit Role of receptionists within the organization of the hotel unit Service distribution and organization Communication standards. Service and operations control documents (floors, reception) Technical sheets (cleaning, accommodation) Check lists (procedures, control, inspection, maintenance and conservation) Stock management of hosting products Making of beds. Cleaning rooms and bathrooms. Control of trades Surveys. Repairs Maintenance. Types of maintenance.
  • ObjectivosObjectives
    In the development of this curricular unit, it is intended that students: Identify the role of the accommodation (AC) and reception (RE) areas in the organization of a hotel, as well as the different forms of organization of the AC area in different categories of hotels; Define the communication rules between the different areas under the responsibility of the AC department and between any of them and the other departments within the hotel unit; Carry out service planning within the LA department, namely in the floors and RE areas; Be able to manage the technical files associated with the AC and RE services; Control the stocks of all products included in the technical sheet of accommodation and determine the respective supply needs; Analyze and control the operating account of the accommodation department (focus on costs); Distinguish the advantages and disadvantages of service areas in Outsourcing; Know how to manage complaints.
  • BibliografiaBibliography
    BARROWS, C.; POWERS, T., Introduction Management In The Hospitality Industry (9a Ed.). John Willey & Sons, 2009 COSTA R. e Sousa, T. (2011-2013). Introduc¿a¿o a¿ Gesta¿o Comercial Hoteleira. 2.a edic¿a¿o atualizada. Lisboa: Lidel. Edic¿o¿es Te¿cnicas QUINTAS, Manuel (2006), Organizac¿a¿o e Gesta¿o Hoteleira, Oteltur. RODRIGUES Costa (2008), Costa, Rodrigues "Introdução à gestão hoteleira", 4ª edição LIDEL 2012 Introduc¿a¿o a¿ Gesta¿o Hoteleira, Lidel, Lisboa. MARQUES, J. Albano (2007), Introduc¿a¿o a¿ Hotelaria, , Civilizac¿a¿o Editora, Porto. MOREIRA, Isabel (2010), A Excele¿ncia no Atendimento, Lidel, Lisboa Mourão, Luis P, et al; "Portugal e o Turismo"; BookCover, Porto. ISBN: 978-989-9067-09-7 RODRIGUES Costa (2008), Introduc¿a¿o a¿ Gesta¿o Hoteleira, Lidel, Lisboa.  Materiais disponibilizados pelo docente  
  • MetodologiaMethodology
    The teaching-learning process will follow the following phases: a) Presentation of the syllabus of the course; b) Self-learning based on case studies, reading articles and developing exercises; c) Development of group work. Evaluation In continuous assessment: Written test: 45% (mandatory) Group work: 45% (mandatory, with mandatory defense) Participation (including small tasks): 10% In the final evaluation: written exam, with a weight of 100%.
  • LínguaLanguage
    Português
  • TipoType
    Semestral
  • ECTS
    3
  • NaturezaNature
    Mandatory
  • EstágioInternship
    Não
  • AvaliaçãoEvaluation

    Descrição dos instrumentos de avaliação (individuais e de grupo) ¿ testes, trabalhos práticos, relatórios, projetos... respetivas datas de entrega/apresentação... e ponderação na nota final.

     

    Descrição

    Data limite

    Ponderação

    Teste de avaliação (obrigatório)

    31-01-2022

    45%

    Trabalho de grupo (obrigatório, com defesa obrigatória)

    17-01-2022

    45%

    Participaçao (inclui pequenos trabalhos)

     

     

    10%