Guest Relations and Multiculturalism
- Details
- Category: Discipline
- Adler, P. (1977). Beyond cultural identity: Reflections on multiculturalism. In R. Brislin (Ed.), Culture Learning (pp. 24– 41). East-West Center Press, Honolulu. Caprar, D. V. (2011). Foreign locals: A cautionary tale on the culture of MNC local employees. Journal of International Business Studies. 42(5), 608–628. Cleveland, M., & Laroche, M. (2007). Acculturaton to the global consumer culture: Scale development and research paradigm. Journal of Business Research. 60(3), 249–259. Doz, Y. (2013). The rise of multicultural managers. Forbes. [Retrieved from]. http://www.forbes.com/sites/insead/2013/08/01/the-rise-of-multicultural- managers/#1d5563be6d09 Earley, P. C., & Mosakowski, E. (2004). Cultural intelligence. Harvard Business Review 82(10), 139–146. Hudson, S. (2022). Customer Service in Tourism and Hospitality, 3rd Edition. Goodfellow Pub Ltd. ISBN: 978-1915097132
- Tourism Management
- 6029
- 21644
- Guest Relations and Multiculturalism
- ISMAT6029-21644
- 3
- 4
- 0
- 12
- Não
- Português
- The initial sessions will be theoretical in order to guarantee the knowledge process and to support the development of the exercises and practical cases. There will be a baseline exercise that will evolve throughout the semester. This exercise will have 3 delivery moments. As for the evaluation, two evaluation tests will be carried out. The weighting coefficients in the calculation of the final mark will be as follows: · Average of 3 moments of delivery of the exercise - 45% · Tests - 45% · Assiduity and Participation - 10% Continuous assessment will take the form of an assignment (40%) and a written test (60%). Students who do not pass or have not taken the continuous assessment will be subject to the final assessment through a written exam (100%).
- Mandatory
- LG1 - Provide knowledge and skills on welcoming and receiving clients LG2 - Prepare the student to understand the challenges inherent in dealing with and managing different communities.
- S1 - Reception and reception of customers Introduction to welcoming techniques; Techniques and styles of communication and image; Customer typologies and consumer behavior; Techniques of motivation, influence and dynamics of groups; Ethics, protocol and etiquette in the reception of clients S2 - Conflict management and crisis resolution Conditions conducive to conflicts; The fundamental approaches to conflict management; The role of communication and active listening; Different customer profiles; The conflict process; Conflict management styles; Causes and consequences of conflicts; Conflict resolution techniques; Stress management; Emotional Intelligence: Strategies for Conflict Reduction and Promotion of Individuals S3 - Multiculturality Dimensions of multiculturality; Cultural profiles; Cultural profiles and the hotel service; The development of a multicultural cultural service
Descrição dos instrumentos de avaliação (individuais e de grupo) ¿ testes, trabalhos práticos, relatórios, projetos... respetivas datas de entrega/apresentação... e ponderação na nota final.
Exemplo:
Descrição
Data limite
Ponderação
Teste de avaliação
dd-mm-yyyy
30%
Portfolio
dd-mm-yyyy
40%
(...)
Adicionalmente poderão ser incluídas informações gerais, como por exemplo, referência ao tipo de acompanhamento a prestar ao estudante na realização dos trabalhos; referências bibliográficas e websites úteis; indicações para a redação de trabalho escrito...
- Semestral
- Curricular unit that prepares students for the art of hospitality and overcoming the difficulties of the challenge of multiculturalism.
