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

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.