Overall objectives:

1 - Acquire skills and competences in the management of services in the reception areas, in the different phases of the client's stay.
2 - Acquire knowledge of how to manage reservations/tariffs.
3 - Obtain technical capacity in the analysis of different reports, forecasts and information processing. Understand the processes of organizing teams.

Syllabus:

1 - Reservation Procedures/SOP 5
2 - Application of different tariffs
2.1 - Tariff negotiation
3 - Reception of clients and follow-up during their stay (SOP)
3.1 - Guest Lists
3.2 - Black List Procedures
3.3 - VIP customers
3.3.1 - Customer preferences
3.4 - Check-in and related matters Early Check in/ Late Check out
3.5 - Arrival and registration
3.6 - Room situation record
4 - Customer Accounting
4.1 - Daily entries
4.2 - Preparation of the Reception Diary
5 - Brigade/Work Team
5.1 - Team organization
5.2 - Hours and numbers
5.3 - Hiring
5.4 - Staff training
5.5 - Skills
5.6 - Performance evaluation
6 - Analysis of the guest satisfaction assessment
6.1 - Questionnaire / Survey

Literature/Sources:

Sarmento, M. , Gestão pela qualidade total na indústria do alojamento turístico , Escolar Editora.
Dorado, J. A. , 2011 , Direccion de alojamientos turísticos , Editorial Sintesis
MacCannell, D. , 1999 , The Tourist: A New Theory of the Leisure Class , London: University of California Press. Sage
Cunha, L. & Abrantes, A. , 2013 , Introdução ao Turismo, 5.ª ed. , Lisboa: Lidel
Quintas, M. A. , 2006 , Organização e gestão hoteleira - Organização e gestão dos empreendimentos turísticos , Euro-Tom
Quintas, M. A. , 1988 , Tratado de Hotelaria , Instituto Nacional de Formação Turística
Paul, V. Paul & Jones, C. , 1990 , Manual de Operações de Alojamento na Hotelaria , EDIÇÕES CETOP
Abranja, N. A., Almeida, A. E. , 2020 , Gestão hoteleira : o produto, o serviço e as técnicas Mafalda Almeida , Lisboa: Lidel
Abranja N., Almeida, A. E., Almeida, M. , 2019 , Gestão do alojamento, recepção e housekeeping , Lisboa: Lidel

Assesssment methods and criteria:

Classification Type: Quantitativa (0-20)

Evaluation Methodology:
Classification Type: Quantitative (0-20) Given the theoretical and practical nature of the UC, methodologies that foster dynamic participation and stimulate students' critical and analytical spirit will be favored. It will also be presented practical cases and scientific articles that will enable the framing of topics addressed, through discussion, analysis and presentation of the conclusions presented by students. During practical classes, it will be developed technical skills resorting to expository and demonstrative methods. Whenever possible, simulations of professional situations will be carried out using specific software. Regular Assessment: Oral Presentations - 10%; Written works - 40%; Individual written exams - 50%. Re-sit Exam: The final grade of the course focuses entirely on the grade of the re-sit exam which comprises 100% of the given subject.