The role of the receptionist in the tourist experience in three Portuguese World Heritage cities

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DOI:

https://doi.org/10.25145/j.pasos.2020.18.034

Keywords:

receptionist, hospitality, tourist accommodation, tourist animation, experience, urban tourism, World Heritage

Abstract

Tourist accommodation establishments have a structuring function in the exploration of the destination by visitors. Its receptionists assume an important role, because as a human component of the service, they also have great responsibility in disseminating the animation activities existing in the destination. This happens with the activities created for the tourist, as with the existing ones for the native population. So, the receptionist operates as a hub for access to local experience and creative processes and, also, can influence the choices made by guests in visiting places, participating in events and experiencing entertainment activities. This study focuses on three Portuguese historic centres, classified as World Heritage: Coimbra, Évora and Porto. The information, collected through own inquiries and treated statistically, allowed to evaluate the relationship between tourism supply and demand, intermediated by the receptionists, proving that their suggestions effectively influence the decisions of the guests at the destination.

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Instituto Universitario de Investigación Social y Turismo. Universidad de La Laguna (España) - Instituto Universitario da Maia ISMAI (Portugal)

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Author Biographies

António José Pinheiro, Instituto Universitário da Maia - ISMAI

Professor do Instituto Universitário da Maia – ISMAI; Investigador do Centro de Estudos de Geografia e Ordenamento do Território (CEGOT) e do Centro de Estudos de Desenvolvimento Turístico (CEDTUR).

Norberto Santos, Universidade de Coimbra – Departamento de Geografia e Turismo (Portugal)

Professor Catedrático da Universidade de Coimbra - Departamento de Geografia e Turismo; Investigador Coordenador do Centro de Estudos de Geografia e Ordenamento do Território (CEGOT).

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Published

2020-07-16

How to Cite

Pinheiro, A. J., & Santos, N. (2020). The role of the receptionist in the tourist experience in three Portuguese World Heritage cities. PASOS Revista De Turismo Y Patrimonio Cultural, 18(3), 489–502. https://doi.org/10.25145/j.pasos.2020.18.034

Issue

Vol. 18 No. 3 (2020): PASOS Revista de Turismo y Patrimonio Cultural 18(3), 2020

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Copyright (c) 2020 António José Pinheiro, Norberto Santos

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