Diversos

ASPECTOS DE PRODUTIVIDADE E FORMAÇÃO: O TRABALHO DE CAMAREIRAS EM UM HOTEL DE LUXO
Denise Alvarez
Universidade Federal Fluminense

Barbara Blanco Erbisti
Universidade Federal Fluminense

Camila Miranda Moreira Bomfim
Universidade Federal Fluminense

Clarisse Mariana Medeiros Rocha
Universidade Federal Fluminense

Rodrigo Pacca de Oliveira
Universidade Federal Fluminense

Thatiana Monnerat Solon de Pontes Rodrigues
Universidade Federal Fluminense

Abstract This article´s main subjet is the productivity on the third sector, using a case study of an international fullservice hotel, located in Rio de Janeiro. In this case study, characteristics concerning environment and work conditions of the steward´s job, were used by the techniques of the Ergonomic Analysis of the Work, to better understand work situations. The analysis was centered in multiple issues as: the differences between work in theory and the actual one; the specific language terms used; the individual´s protection equipment; and the work load with its various dimensions (phisycals, cognitives and psychics). At the end of this article, there are many suggestions that can be included in the procedures followed by the stewards. These suggestions can become part of the work organization to improve quality on the client´s perception as well as on work environment. This survey considers both effects of the benefits of ergonomics, improving health, safety and wellfare conditions to workers as well as productivity to the company. By doing so, threats to health are reduced, increasing the aggregated value of prodution to the company, regarding quality and quantity.

Key-Words: Ergonomia, Serviços de Hotelaria, Produtividade em serviços. Tema: Ergonomia do Processo 1. Introdução

A discussão aqui apresentada detém-se ao estudo e análise do setor terciário, pois enfoca o serviço de hotelaria internacional cinco estrelas. O estudo do setor serviço tem como característica a dificuldade de