|Tipo di tesi||Tesi di laurea magistrale|
|Autore||DI FILIPPO, LUDOVICA|
|Titolo||La gestione delle imprese alberghiere: teoria ed analisi di un caso|
|Titolo in inglese||The management of the hotel industry: theory and case analysis|
|Struttura||Dipartimento di Studi Linguistici e Culturali|
|Corso di studi||LINGUE PER LA COMUNICAZIONE NELL'IMPRESA E NELLE ORGANIZZAZIONI INTERNAZIONALI (D.M. 270/04)|
|Data inizio appello||2016-02-16|
|Disponibilità||Accesso limitato: si può decidere quali file della tesi rendere accessibili. Disponibilità mixed (scegli questa opzione se vuoi rendere inaccessibili tutti i file della tesi o parte di essi)|
|Data di rilascio||2056-02-16|
ho deciso di incentrare la mia tesi sulla mia esperienza di tirocinio, analizzando gli sviluppi del turismo in Italia e paragonandoli con i paesi esteri, focalizzando l’attenzione sui pro ed i contro di tale settore. Ho deciso, inoltre, di volgere l’attenzione sulle catene alberghiere che stanno attraversando un periodo di grandi trasformazioni e si trovano a doversi confrontare con un panorama sempre più turbolento e complesso, dove la globalizzazione ha portato un’agguerrita concorrenza a livello internazionale.
I have decided to focus my thesis on my internship experience,analyzing the development of tourism in Italy and comparing it with foreign countries like Spain,focusing on the pros and cons of this sector. I also decided to turn my attention to the hotel chains that are going through a period of great changes and found themselves faced with an increasingly turbulent and complex landscape, where globalization has created a strong international competition. The first chapter focuses on the description of the service companies that includes hotel companies in order to analyze the key features and comparing them to the manufacturing sector in a way to capture similarities and differences. The second chapter analyzes the national touristic situation compared with global context, according to the World Tourism Organization (WTO) and the Institute Istat 2013 data. Here I examine Italian hospitality and the elements that this country offer. The third chapter is the core of my work that begins with an introduction to Accor in order to describe the history and the fundamental strategies. Accor has three main objectives to become the biggest competitor at international level: the understanding and adapting to the market, the choice for its position and finally the development of a sufficiently large network. Below I analyze the Ibis brand that focuses its activities on customer care, good value for money and finally the quality element present in the services offered, the environment and employees. In the second part of the chapter, I examine the case of the continuous change of employees at the Ibis Barcelona Mollet. During my internship has emerged the idea of analyzing the staff and its satisfaction level derived from work, noting the tension and the stress level present in employees during the job activities. This analysis is based on the questionnaires presented to the employees related to their work, motivation and relationship with their superiors. The results appear rather negative with 78% of dissatisfaction of staff and 89% of employees who consider stress as a principal element that creates conflicts within the hotel; conflicts that lead to the creation of differences and discussions under several aspects. The fourth and final chapter focuses on examining the levels of motivation or otherwise stress and dissatisfaction of staff from other hotel chains through the same questionnaire given to employees of Ibis in order to compare data. The hotel companies that have given availability in this project have been Best Western belongs to the same range of the brand Ibis (2-3 stars) and Baglioni Hotels belonging to a category of luxury (5 star). In conclusion, the objective of my thesis is to focus attention on the staff problems in the working environment, through a questionnaire designed by me and subjected to the employees in order to analyze the tensions, stress or staff satisfaction and compare their data with other hotel chains in order to figure out which hotel the employee feel more motivated. I decided to focus on human resources because I think this is one of the main important elements of a service company able to build customer loyalty. A customer decides to use a specific service constantly if he sees totally realized his needs.