{"id":10622,"date":"2026-03-13T07:37:29","date_gmt":"2026-03-13T07:37:29","guid":{"rendered":"https:\/\/leanhotelsystem.com\/?p=10622"},"modified":"2026-03-13T07:39:25","modified_gmt":"2026-03-13T07:39:25","slug":"convertir-plainte-opportunite-hotel-fidelite","status":"publish","type":"post","link":"https:\/\/leanhotelsystem.com\/fr\/convertir-queja-oportunidad-fidelizacion-hotel\/","title":{"rendered":"Comment transformer une plainte en opportunit\u00e9 de fid\u00e9lisation dans votre h\u00f4tel ?"},"content":{"rendered":"<div data-elementor-type=\"wp-post\" data-elementor-id=\"10622\" class=\"elementor elementor-10622\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-41cf42d3 e-con-full e-flex e-con e-parent\" data-id=\"41cf42d3\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-4e05d05c e-con-full e-flex e-con e-child\" data-id=\"4e05d05c\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-38b145b6 elementor-widget elementor-widget-hfe-breadcrumbs-widget\" data-id=\"38b145b6\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"hfe-breadcrumbs-widget.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<nav aria-label=\"Fil d&#039;Ariane\"><ul class=\"hfe-breadcrumbs hfe-breadcrumbs-show-home\"><li class=\"hfe-breadcrumbs-item hfe-breadcrumbs-first\"><span class=\"hfe-breadcrumbs-home-icon\"><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-home\" viewbox=\"0 0 576 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M280.37 148.26L96 300.11V464a16 16 0 0 0 16 16l112.06-.29a16 16 0 0 0 15.92-16V368a16 16 0 0 1 16-16h64a16 16 0 0 1 16 16v95.64a16 16 0 0 0 16 16.05L464 480a16 16 0 0 0 16-16V300L295.67 148.26a12.19 12.19 0 0 0-15.3 0zM571.6 251.47L488 182.56V44.05a12 12 0 0 0-12-12h-56a12 12 0 0 0-12 12v72.61L318.47 43a48 48 0 0 0-61 0L4.34 251.47a12 12 0 0 0-1.6 16.9l25.5 31A12 12 0 0 0 45.15 301l235.22-193.74a12.19 12.19 0 0 1 15.3 0L530.9 301a12 12 0 0 0 16.9-1.6l25.5-31a12 12 0 0 0-1.7-16.93z\"><\/path><\/svg><\/span><a href=\"https:\/\/leanhotelsystem.com\/fr\"><span class=\"hfe-breadcrumbs-text\">Accueil<\/span><\/a><\/li><\/ul><\/nav>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3cebca44 elementor-widget elementor-widget-heading\" data-id=\"3cebca44\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Comment transformer une plainte en opportunit\u00e9 de fid\u00e9lisation dans votre h\u00f4tel ?<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-434a566d elementor-widget elementor-widget-text-editor\" data-id=\"434a566d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Dans un petit h\u00f4tel, une plainte peut sembler une \u201cperte de temps\u201d au pire moment de la journ\u00e9e. Mais si elle est bien g\u00e9r\u00e9e, c'est l'occasion de regagner la confiance, d'\u00e9viter une critique n\u00e9gative et d'apprendre quelque chose qui permettra de r\u00e9duire les incidents \u00e0 l'avenir. Il n'y a pas de garantie : toutes les plaintes ne m\u00e8nent pas \u00e0 la loyaut\u00e9. Ce que vous pouvez faire, c'est augmenter la probabilit\u00e9 de r\u00e9p\u00e9tition gr\u00e2ce \u00e0 une m\u00e9thode simple : bien r\u00e9agir sur le moment, r\u00e9soudre le probl\u00e8me de mani\u00e8re judicieuse et le documenter pour qu'il ne se reproduise plus.<\/p><p>Pour s'assurer que cet apprentissage n'est pas perdu, il est important de laisser une tra\u00e7abilit\u00e9 dans le PMS. Sur <strong>LEAN<\/strong>, Dans ce cas, il est conseill\u00e9 d'enregistrer l'incident et les mesures prises \u00e0 la fois dans le <strong>r\u00e9servation<\/strong> (contexte de ce s\u00e9jour) comme dans le <strong>DOSSIER INVIT\u00c9<\/strong> (habitudes et pr\u00e9f\u00e9rences futures). Et si la solution passe par un changement de pi\u00e8ce, enregistrez le <strong>raison de la modification<\/strong> aide \u00e0 maintenir la coh\u00e9rence interne et \u00e0 analyser les causes.<\/p><p><!-- notionvc: 4cf1d4f6-7134-474b-ab4a-d3977f661d7e --><\/p><p><!-- notionvc: 2537b69c-d87d-48e7-99bd-e03de26256a9 --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-382b315 elementor-widget elementor-widget-image\" data-id=\"382b315\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"1024\" height=\"683\" src=\"https:\/\/leanhotelsystem.com\/wp-content\/uploads\/2026\/03\/Portada-Queja-1024x683.webp\" class=\"attachment-large size-large wp-image-10624\" alt=\"Comment transformer une plainte en opportunit\u00e9 de fid\u00e9lisation\" srcset=\"https:\/\/leanhotelsystem.com\/wp-content\/uploads\/2026\/03\/Portada-Queja-1024x683.webp 1024w, https:\/\/leanhotelsystem.com\/wp-content\/uploads\/2026\/03\/Portada-Queja-300x200.webp 300w, https:\/\/leanhotelsystem.com\/wp-content\/uploads\/2026\/03\/Portada-Queja-768x512.webp 768w, https:\/\/leanhotelsystem.com\/wp-content\/uploads\/2026\/03\/Portada-Queja-1536x1024.webp 1536w, https:\/\/leanhotelsystem.com\/wp-content\/uploads\/2026\/03\/Portada-Queja-2048x1365.webp 2048w, https:\/\/leanhotelsystem.com\/wp-content\/uploads\/2026\/03\/Portada-Queja-18x12.webp 18w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-603b3fcc elementor-widget elementor-widget-heading\" data-id=\"603b3fcc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Pourquoi une plainte bien g\u00e9r\u00e9e peut accro\u00eetre la fid\u00e9lit\u00e9 (si vous faites trois choses correctement)<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3f4720d elementor-widget elementor-widget-text-editor\" data-id=\"3f4720d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Une r\u00e9clamation est un \u201cmoment de v\u00e9rit\u00e9\u201d : le client a d\u00e9j\u00e0 une attente et quelque chose l'a d\u00e9\u00e7ue. Si l'h\u00f4tel r\u00e9agit rapidement et r\u00e9sout le probl\u00e8me de mani\u00e8re efficace, il peut renforcer la perception de professionnalisme et d'attention. Ce qui fait souvent la diff\u00e9rence, c'est.. :<\/p><ol><li><strong>Vitesse<\/strong>Le client constate que l'h\u00f4tel prend le probl\u00e8me au s\u00e9rieux.<\/li><li><strong>Empathie professionnelle<\/strong>L'exp\u00e9rience est valid\u00e9e sans entrer dans des discussions.<\/li><li><strong>Une solution efficace<\/strong>Le probl\u00e8me est r\u00e9solu ou son impact est proportionnellement r\u00e9duit.<\/li><\/ol><p>Lorsque cela se produit, cela r\u00e9duit l'escalade (discussions, plaintes formelles), diminue les co\u00fbts indirects (temps, compensations improvis\u00e9es) et, dans certains cas, am\u00e9liore la probabilit\u00e9 d'un examen plus \u00e9quitable. En outre, l'h\u00f4tel apprend et \u00e9vite de r\u00e9p\u00e9ter la m\u00eame erreur.<\/p><p><!-- notionvc: e5660f42-e5c0-4b10-a692-866875686333 --><\/p><p><!-- notionvc: 2537b69c-d87d-48e7-99bd-e03de26256a9 --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6d24b21 elementor-widget elementor-widget-heading\" data-id=\"6d24b21\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">La premi\u00e8re minute : comment r\u00e9agir pour d\u00e9samorcer les tensions sans renoncer au contr\u00f4le<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-fad739f elementor-widget elementor-widget-text-editor\" data-id=\"fad739f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>\u00c0 l'accueil ou en tant que responsable de service, la premi\u00e8re minute d\u00e9termine si la plainte se transforme en conflit. Une approche simple :<\/p><ul><li><strong>\u00c9couter sans interrompre<\/strong> et demander un d\u00e9tail cl\u00e9 s'il manque (\u201cdans quelle pi\u00e8ce ?\u201d, \u201cdepuis quand ?\u201d).<\/li><li><strong>Confirmez votre compr\u00e9hension<\/strong> (\u201cLe probl\u00e8me est donc...\u201d).<\/li><li><strong>D\u00e9sol\u00e9 pour cette exp\u00e9rience<\/strong> sans entrer dans le bl\u00e2me (\u201cJe suis d\u00e9sol\u00e9 pour le d\u00e9sagr\u00e9ment que cela vous cause\u201d).<\/li><li><strong>Engage des actions et du temps<\/strong> (\u201cJe vais v\u00e9rifier maintenant et dans 10 minutes je vous donnerai une solution\/mise \u00e0 jour\u201d).<\/li><\/ul><p>Phrases mod\u00e8les courtes (sans avoir l'air d'\u00eatre \u00e9crites) :<\/p><ul><li>\u201cJe comprends ce que vous dites. Je vais v\u00e9rifier tout de suite et je reviendrai vers vous dans quelques minutes avec une solution.\u201d<\/li><li>\u201cD\u00e9sol\u00e9 pour la g\u00eane occasionn\u00e9e. Nous allons r\u00e9gler ce probl\u00e8me d\u00e8s que possible ; je vous confirmerai la prochaine \u00e9tape dans X minutes.\u201d<\/li><\/ul><p>L'id\u00e9e est de r\u00e9duire la tension gr\u00e2ce \u00e0 la clart\u00e9 et de garder le contr\u00f4le gr\u00e2ce \u00e0 un plan.<\/p><p><!-- notionvc: 4e48b574-0914-4191-9bbc-7bc1100375f6 --><\/p><p><!-- notionvc: 2537b69c-d87d-48e7-99bd-e03de26256a9 --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-70d0dad elementor-widget elementor-widget-heading\" data-id=\"70d0dad\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Ce qu'il ne faut PAS faire (m\u00eame si cela semble logique)<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0d94ffd elementor-widget elementor-widget-text-editor\" data-id=\"0d94ffd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li>Argumenter ou \u201cprouver\u201d que l'h\u00f4te a tort.<\/li><li>Se justifier avant de comprendre l'ensemble du probl\u00e8me.<\/li><li>Promettre quelque chose que l'on ne peut pas tenir (mise \u00e0 niveau impossible, remboursement sans autorisation).<\/li><li>Rejeter la faute sur des tiers (fournisseur, OTA, \u201cc'est juste que l'h\u00f4tel...\u201d).<\/li><li>Laissez-le \u201cpour demain\u201d s'il affecte le repos ou le s\u00e9jour en cours.<\/li><li>vous demander de r\u00e9p\u00e9ter inutilement l'histoire plusieurs fois \u00e0 des personnes diff\u00e9rentes.<\/li><\/ul><p><!-- notionvc: 7a50502a-3594-4a3e-ba77-6bc2d5c4e7f3 --><\/p><p><!-- notionvc: 2537b69c-d87d-48e7-99bd-e03de26256a9 --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2baf9ea elementor-widget elementor-widget-heading\" data-id=\"2baf9ea\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Diagnostic rapide : classer la plainte pour d\u00e9cider de la meilleure r\u00e9ponse.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-cce5bae elementor-widget elementor-widget-image\" data-id=\"cce5bae\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1024\" height=\"509\" src=\"https:\/\/leanhotelsystem.com\/wp-content\/uploads\/2026\/03\/LEAN-notas-1024x509.webp\" class=\"attachment-large size-large wp-image-10623\" alt=\"Pourquoi une plainte bien g\u00e9r\u00e9e peut-elle accro\u00eetre la fid\u00e9lit\u00e9 des clients ?\" srcset=\"https:\/\/leanhotelsystem.com\/wp-content\/uploads\/2026\/03\/LEAN-notas-1024x509.webp 1024w, https:\/\/leanhotelsystem.com\/wp-content\/uploads\/2026\/03\/LEAN-notas-300x149.webp 300w, https:\/\/leanhotelsystem.com\/wp-content\/uploads\/2026\/03\/LEAN-notas-768x382.webp 768w, https:\/\/leanhotelsystem.com\/wp-content\/uploads\/2026\/03\/LEAN-notas-1536x763.webp 1536w, https:\/\/leanhotelsystem.com\/wp-content\/uploads\/2026\/03\/LEAN-notas-18x9.webp 18w, https:\/\/leanhotelsystem.com\/wp-content\/uploads\/2026\/03\/LEAN-notas.webp 1916w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1e37812 elementor-widget elementor-widget-text-editor\" data-id=\"1e37812\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Pour r\u00e9pondre judicieusement, classez la plainte en 30 \u00e0 60 secondes selon trois axes :<\/p><ul><li><strong>Urgence<\/strong>Faut-il agir maintenant (bruit nocturne, panne) ou peut-on attendre (demande mineure) ?<\/li><li><strong>Impact<\/strong>\u00e9lev\u00e9\/moyen\/faible selon qu'il affecte le repos, la s\u00e9curit\u00e9, l'hygi\u00e8ne ou la charge.<\/li><li><strong>Cause<\/strong>Chambre, bruit, propret\u00e9, service, prix, attentes (ce que le client pensait \u00eatre inclus).<\/li><\/ul><p>Sch\u00e9ma utile : type de plainte \u2192 objectif de r\u00e9solution<\/p><ul><li><strong>Propret\u00e9\/Statut<\/strong> \u2192 reprendre confiance + corriger la norme.<\/li><li><strong>Bruit\/repos<\/strong> \u2192 minimiser l'impact imm\u00e9diat (changement\/mesures) + pr\u00e9venir la r\u00e9currence.<\/li><li><strong>Maintenance<\/strong> \u2192 r\u00e9soudre ou isoler le probl\u00e8me et proposer une alternative s'il persiste.<\/li><li><strong>Imputation\/facturation<\/strong> \u2192 clart\u00e9, tra\u00e7abilit\u00e9 et exactitude, le cas \u00e9ch\u00e9ant.<\/li><li><strong>Attentes<\/strong> \u2192 aligner les informations et proposer une alternative raisonnable.<\/li><\/ul><p><!-- notionvc: 1d79f110-a7ae-4905-90ec-3d9ea78c81a6 --><\/p><p><!-- notionvc: 2537b69c-d87d-48e7-99bd-e03de26256a9 --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-19ebe6e elementor-widget elementor-widget-heading\" data-id=\"19ebe6e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Quand changer de chambre est la meilleure solution (et quand ce n'est pas le cas)<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0d0057c elementor-widget elementor-widget-text-editor\" data-id=\"0d0057c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>C'est souvent la meilleure solution lorsque le probl\u00e8me est structurel ou persistant :<\/p><ul><li>le bruit structurel ou r\u00e9current,<\/li><li>climatisation qui ne se stabilise pas,<\/li><li>les odeurs, l'humidit\u00e9 ou les incidents difficiles \u00e0 r\u00e9soudre rapidement,<\/li><li>des pannes graves,<\/li><li>incompatibilit\u00e9 avec les besoins de l'h\u00f4te (par exemple, sensibilit\u00e9 au bruit),<\/li><li>les erreurs d'affectation ou de typologie qui ne peuvent \u00eatre corrig\u00e9es autrement.<\/li><\/ul><p>Cela n'est pas toujours conseill\u00e9 si l'h\u00f4tel est tr\u00e8s complet et que le changement engendrera un autre probl\u00e8me (chambre plus mauvaise, attentes encore plus \u00e9lev\u00e9es). Dans ce cas, une solution technique + une compensation proportionnelle peuvent s'av\u00e9rer pr\u00e9f\u00e9rables. Si le changement est effectu\u00e9, la raison et l'action doivent \u00eatre document\u00e9es.<\/p><p><!-- notionvc: c9a09c8b-75b5-41f6-8bde-0e049639af46 --><\/p><p><!-- notionvc: 2537b69c-d87d-48e7-99bd-e03de26256a9 --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8cc9f11 elementor-widget elementor-widget-heading\" data-id=\"8cc9f11\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Solutions de fid\u00e9lisation : compenser judicieusement (ne pas \u201cdonner pour donner\u201d).<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-18edf3e elementor-widget elementor-widget-text-editor\" data-id=\"18edf3e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Le compromis le plus efficace est g\u00e9n\u00e9ralement le suivant : <strong>solution rapide + d\u00e9tails appropri\u00e9s<\/strong>. L'objectif n'est pas d\u201c\u201dacheter\" l'invit\u00e9, mais de r\u00e9tablir la valeur per\u00e7ue et la confiance sans \u00e9roder inutilement la marge.<\/p><p>Exemples de r\u00e9mun\u00e9rations \u00e0 forte valeur per\u00e7ue (en fonction de la disponibilit\u00e9 et de la politique interne) :<\/p><ul><li>d\u00e9part tardif,<\/li><li>surclasser si n\u00e9cessaire (surtout apr\u00e8s un changement de chambre),<\/li><li>petit-d\u00e9jeuner ou service suppl\u00e9mentaire,<\/li><li>stationnement,<\/li><li>un d\u00e9tail dans la chambre ou un bon de consommation.<\/li><\/ul><p>La proportionnalit\u00e9 est importante : un incident mineur peut \u00eatre r\u00e9solu par des excuses et une action rapide ; un incident affectant le repos ou l'hygi\u00e8ne n\u00e9cessite g\u00e9n\u00e9ralement une solution plus \u00e9nergique et un suivi.<\/p><p><!-- notionvc: 3e7e6581-d645-4b51-bbc7-578f8da53e03 --><\/p><p><!-- notionvc: 2537b69c-d87d-48e7-99bd-e03de26256a9 --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5829e7c elementor-widget elementor-widget-heading\" data-id=\"5829e7c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Le point diff\u00e9rentiel : documenter l'incident afin que l'invit\u00e9 remarque le \u201csouvenir\u201d la prochaine fois.<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3d9ef70 elementor-widget elementor-widget-text-editor\" data-id=\"3d9ef70\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Une plainte se transforme en fid\u00e9lit\u00e9 lorsque le client per\u00e7oit que l'h\u00f4tel <strong>apprendre et se souvenir<\/strong>. Si le probl\u00e8me revient et que l'h\u00f4tel \u00e9vite de le r\u00e9p\u00e9ter (par exemple, en attribuant des chambres plus calmes), l'impact est tr\u00e8s \u00e9lev\u00e9. Pour ce faire, il est n\u00e9cessaire d'enregistrer ce qui s'est pass\u00e9.<\/p><p>Dans ce cas, le LEAN sert de r\u00e9f\u00e9rentiel op\u00e9rationnel : il enregistre les r\u00e9servations (ce qui s'est pass\u00e9 \u00e0 ce moment-l\u00e0) et le dossier du client (ce qui est important pour les s\u00e9jours futurs). Cela permet d'\u00e9viter de s'appuyer sur la m\u00e9moire des \u00e9quipes ou sur des messages informels.<\/p><p><!-- notionvc: d00feabd-80e4-49c6-8a8f-2357560dc491 --><\/p><p><!-- notionvc: 2537b69c-d87d-48e7-99bd-e03de26256a9 --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f4efd02 elementor-widget elementor-widget-heading\" data-id=\"f4efd02\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Dans LEAN : o\u00f9 enregistrer l'information (r\u00e9servation ou dossier du client)<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-540e1cf elementor-widget elementor-widget-text-editor\" data-id=\"540e1cf\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li><strong>Commentaire sur la r\u00e9servation<\/strong>Utilisez-le pour le contexte sp\u00e9cifique du s\u00e9jour. Ce qui s'est pass\u00e9, quand, qui s'en est occup\u00e9, quelle solution a \u00e9t\u00e9 appliqu\u00e9e et s'il y a un suivi en cours.<\/li><li><strong>Commentaire dans le dossier de l'invit\u00e9<\/strong>Utilisez-le pour les futurs sch\u00e9mas ou pr\u00e9f\u00e9rences. Par exemple : sensibilit\u00e9 au bruit, demande d'une chambre int\u00e9rieure, allergies pertinentes, besoin r\u00e9current d'un lit d'enfant ou ant\u00e9c\u00e9dents d'un incident \u00e0 pr\u00e9venir.<\/li><\/ul><p>Ainsi, l'information se trouve l\u00e0 o\u00f9 elle est n\u00e9cessaire : la r\u00e9serve pour op\u00e9rer aujourd'hui et le jeton pour anticiper demain.<\/p><p><!-- notionvc: 0d7207eb-d7a3-4de3-a249-78be6da7ec8d --><\/p><p><!-- notionvc: 2537b69c-d87d-48e7-99bd-e03de26256a9 --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ba01376 elementor-widget elementor-widget-heading\" data-id=\"ba01376\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Si la plainte donne lieu \u00e0 un changement de chambre : enregistrer la raison du changement.<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-89dcbad elementor-widget elementor-widget-text-editor\" data-id=\"89dcbad\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Lorsqu'une plainte aboutit \u00e0 une relocalisation, enregistrez le nom de la personne qui a d\u00e9pos\u00e9 la plainte. <strong>raison de la modification<\/strong> (bruit, panne, nettoyage, mise \u00e0 niveau de la r\u00e9cup\u00e9ration, etc.) et l'action entreprise apporte trois b\u00e9n\u00e9fices :<\/p><ul><li><strong>Tra\u00e7abilit\u00e9 interne<\/strong>Le projet de loi a \u00e9t\u00e9 adopt\u00e9 par le Parlement europ\u00e9en : tout le monde peut comprendre pourquoi l'h\u00e9bergeur a \u00e9t\u00e9 d\u00e9plac\u00e9.<\/li><li><strong>Analyse des causes<\/strong>Vous d\u00e9tectez des pi\u00e8ces ou des probl\u00e8mes r\u00e9currents.<\/li><li><strong>De meilleures allocations futures<\/strong>Vous \u00e9vitez de placer le m\u00eame invit\u00e9 dans des conditions similaires.<\/li><\/ul><p>Il s'agit d'un d\u00e9tail op\u00e9rationnel qui r\u00e9duit la r\u00e9p\u00e9tition des incidents et des discussions internes.<\/p><p><!-- notionvc: 18842669-b76d-4719-ba33-c3e554be7bef --><\/p><p><!-- notionvc: 2537b69c-d87d-48e7-99bd-e03de26256a9 --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8abe473 elementor-widget elementor-widget-heading\" data-id=\"8abe473\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Fermeture \u00e0 chaud : confirme la satisfaction et \u00e9vite les critiques n\u00e9gatives<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-20be434 elementor-widget elementor-widget-text-editor\" data-id=\"20be434\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Une bonne r\u00e9solution sans cl\u00f4ture peut se solder par un avis n\u00e9gatif \u201cparce que personne ne l'a redemand\u00e9\u201d. Avant le d\u00e9part (ou apr\u00e8s la r\u00e9solution), c'est payant :<\/p><ul><li>Confirmez que le probl\u00e8me a \u00e9t\u00e9 r\u00e9solu (\u201cTout va bien maintenant ?\u201d).<\/li><li>Proposez un canal direct si cela se reproduit (\u201cSi vous remarquez quelque chose d'autre, faites-le moi savoir et nous r\u00e9glerons cela rapidement\u201d).<\/li><li>Reconna\u00eetre l'avis (renforce le fait que l'invit\u00e9 a contribu\u00e9 \u00e0 l'am\u00e9lioration de la situation).<\/li><\/ul><p>L'objectif est de boucler la boucle de mani\u00e8re professionnelle, et non de demander une \u00e9valuation.<\/p><p><!-- notionvc: c29f618c-625b-4b50-8265-1554d12aec0e --><\/p><p><!-- notionvc: 2537b69c-d87d-48e7-99bd-e03de26256a9 --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7955432 elementor-widget elementor-widget-heading\" data-id=\"7955432\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Messages de suivi apr\u00e8s le s\u00e9jour (le cas \u00e9ch\u00e9ant)<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2246102 elementor-widget elementor-widget-text-editor\" data-id=\"2246102\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>1 \u00e0 2 lignes, naturelles et sp\u00e9cifiques :<\/p><ul><li>\u201cMerci de nous avoir alert\u00e9s sur cet incident. Nous avons pris note de ce qui s'est pass\u00e9 et des mesures prises. S'il reste quelque chose \u00e0 r\u00e9gler, veuillez r\u00e9pondre \u00e0 ce message et nous l'examinerons.\u201d<\/li><li>\u201cNous sommes \u00e0 nouveau d\u00e9sol\u00e9s pour la g\u00eane occasionn\u00e9e ; nous confirmons que l'\u00e9quipe a appliqu\u00e9 la correction. Nous restons \u00e0 votre disposition pour toute question suppl\u00e9mentaire.\u201d<\/li><\/ul><p><!-- notionvc: cfab3090-d888-4258-9453-63f9e8079996 --><\/p><p><!-- notionvc: 2537b69c-d87d-48e7-99bd-e03de26256a9 --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-80df2d8 elementor-widget elementor-widget-heading\" data-id=\"80df2d8\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Mesures et routine hebdomadaire pour r\u00e9duire les plaintes (et pas seulement \u00e9teindre les incendies)<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-49e0048 elementor-widget elementor-widget-text-editor\" data-id=\"49e0048\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>La diff\u00e9rence entre \u201cg\u00e9rer les plaintes\u201d et \u201cr\u00e9duire les plaintes\u201d r\u00e9side dans l'examen des habitudes. Une simple routine hebdomadaire (30 \u00e0 45 minutes) pourrait comprendre les \u00e9l\u00e9ments suivants :<\/p><ul><li>les types de plaintes par cat\u00e9gorie (bruit, propret\u00e9, entretien, tarification),<\/li><li>les salles des r\u00e9p\u00e9titeurs ou les zones o\u00f9 se produisent des incidents,<\/li><li>les temps de r\u00e9solution (rapides ou lents),<\/li><li>les compensations accord\u00e9es (type et r\u00e9currence),<\/li><li>co\u00fbt estim\u00e9 (temps + services offerts),<\/li><li>l'impact sur les examens (commentaires r\u00e9currents).<\/li><\/ul><p>Dans les petits h\u00f4tels, ces donn\u00e9es peuvent provenir des exportations PMS ou d'un simple registre interne, \u00e0 condition qu'elles soient coh\u00e9rentes.<\/p><p><!-- notionvc: 896e181c-b75e-4e81-a97d-2bf5cf959404 --><\/p><p><!-- notionvc: 2537b69c-d87d-48e7-99bd-e03de26256a9 --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-86f1d9d elementor-widget elementor-widget-heading\" data-id=\"86f1d9d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Signes de \u201cplainte r\u00e9currente\u201d n\u00e9cessitant une action corrective<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-956000f elementor-widget elementor-widget-text-editor\" data-id=\"956000f\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<ul><li>La m\u00eame pi\u00e8ce ou le m\u00eame endroit \u00e0 plusieurs reprises.<\/li><li>M\u00eame plage horaire ou m\u00eame \u00e9quipe (probl\u00e8me de traitement possible).<\/li><li>M\u00eame prestataire ou service (entretien, blanchisserie, etc.).<\/li><li>M\u00eame type de frais ou confusion dans la facturation.<\/li><li>Commentaires r\u00e9p\u00e9t\u00e9s dans les commentaires, m\u00eame s'ils sont \u201cr\u00e9solus\u201d sur place.<\/li><\/ul><p>Priorit\u00e9 pratique : fr\u00e9quence \u00d7 impact (ceux qui affectent le repos et l'hygi\u00e8ne ont tendance \u00e0 avoir une priorit\u00e9 \u00e9lev\u00e9e).<\/p><p><!-- notionvc: edecfe1c-fda4-4703-84c6-8edefa0ea44c --><\/p><p><!-- notionvc: 2537b69c-d87d-48e7-99bd-e03de26256a9 --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-10537c1 elementor-widget elementor-widget-heading\" data-id=\"10537c1\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Mesures et routine hebdomadaire pour r\u00e9duire les plaintes (et pas seulement \u00e9teindre les incendies)<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1649ec4 elementor-widget elementor-widget-text-editor\" data-id=\"1649ec4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Pour s'assurer que la gestion ne d\u00e9pend pas d'une seule personne, une s\u00e9ance hebdomadaire de microformation de 15 minutes fonctionne bien :<\/p><ul><li>jeu de r\u00f4le sur un cas r\u00e9el de la semaine,<\/li><li>rappeler les limites d'indemnisation par fonction (qui peut autoriser la r\u00e9ception, quel bar\u00e8me),<\/li><li>revoir la \u201cpremi\u00e8re minute\u201d et la fermeture \u00e0 chaud,<\/li><li>et se souvenir de l'endroit o\u00f9 s'enregistrer dans LEAN (dossier de r\u00e9servation ou dossier d'invit\u00e9, et motif du changement de chambre le cas \u00e9ch\u00e9ant).<\/li><\/ul><p>La coh\u00e9rence de l'\u00e9quipe r\u00e9duit les escalades et am\u00e9liore la perception du professionnalisme de l'h\u00f4tel.<\/p><p><!-- notionvc: 39672aa5-3628-4998-b488-1f30ef0857f8 --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-765a95b elementor-widget elementor-widget-heading\" data-id=\"765a95b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Questions fr\u00e9quemment pos\u00e9es sur la mani\u00e8re de transformer une plainte en fid\u00e9lit\u00e9 (h\u00f4tel)<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ebb6635 elementor-widget elementor-widget-n-accordion\" data-id=\"ebb6635\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;default_state&quot;:&quot;expanded&quot;,&quot;max_items_expended&quot;:&quot;one&quot;,&quot;n_accordion_animation_duration&quot;:{&quot;unit&quot;:&quot;ms&quot;,&quot;size&quot;:400,&quot;sizes&quot;:[]}}\" data-widget_type=\"nested-accordion.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"e-n-accordion\" aria-label=\"Accord\u00e9on. Ouvrez les liens avec Enter ou Space, fermez-les avec Escape et naviguez avec les touches fl\u00e9ch\u00e9es.\">\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-2470\" class=\"e-n-accordion-item\" open>\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"1\" tabindex=\"0\" aria-expanded=\"true\" aria-controls=\"e-n-accordion-item-2470\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h3 class=\"e-n-accordion-item-title-text\"> Quelle est la meilleure r\u00e9ponse imm\u00e9diate \u00e0 une plainte d\u00e9pos\u00e9e \u00e0 la r\u00e9ception ? <\/h3><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2470\" class=\"elementor-element elementor-element-fd6040e e-con-full e-flex e-con e-child\" data-id=\"fd6040e\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-da002a7 elementor-widget elementor-widget-text-editor\" data-id=\"da002a7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>\u00c9coutez sans interrompre, confirmez que vous avez compris le probl\u00e8me, excusez-vous pour l'exp\u00e9rience (sans entrer dans la pol\u00e9mique) et engagez-vous sur une prochaine \u00e9tape avec un calendrier pr\u00e9cis. Par exemple : \u201cJe vais examiner le probl\u00e8me maintenant et dans 10 minutes, je confirmerai la solution\u201d. Cette combinaison permet de r\u00e9duire les tensions et de garder le contr\u00f4le du processus.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-2471\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"2\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-2471\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h3 class=\"e-n-accordion-item-title-text\"> Quand dois-je changer de chambre \u00e0 la suite d'une plainte ? <\/h3><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2471\" class=\"elementor-element elementor-element-94a25c4 e-con-full e-flex e-con e-child\" data-id=\"94a25c4\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-5047eac elementor-widget elementor-widget-text-editor\" data-id=\"5047eac\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Elle est g\u00e9n\u00e9ralement appropri\u00e9e lorsque le probl\u00e8me est persistant ou difficile \u00e0 r\u00e9soudre rapidement : bruit structurel, panne de climatisation, odeurs, humidit\u00e9 ou incident de nettoyage grave. Si un changement est d\u00e9cid\u00e9, il est conseill\u00e9 d'en consigner la raison et les mesures prises afin de maintenir une tra\u00e7abilit\u00e9 interne et d'\u00e9viter que le cas ne se reproduise.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-2472\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"3\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-2472\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h3 class=\"e-n-accordion-item-title-text\"> Quelles sont les r\u00e9compenses les plus susceptibles de fid\u00e9liser les consommateurs sans diminuer le prix ? <\/h3><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2472\" class=\"elementor-element elementor-element-29bd186 e-con-full e-flex e-con e-child\" data-id=\"29bd186\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-cc8dea7 elementor-widget elementor-widget-text-editor\" data-id=\"cc8dea7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Les compensations \u00e0 forte valeur per\u00e7ue et \u00e0 faible impact direct sur le tarif sont g\u00e9n\u00e9ralement les plus efficaces : d\u00e9part tardif, surclassement le cas \u00e9ch\u00e9ant, petit-d\u00e9jeuner, parking ou cadeau de courtoisie, toujours en proportion de l'incident. Le plus important est que la solution soit rapide et que la compensation ait un sens pour le client.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-2473\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"4\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-2473\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h3 class=\"e-n-accordion-item-title-text\"> Comment \u00e9viter de r\u00e9p\u00e9ter la m\u00eame plainte avec le m\u00eame invit\u00e9 ? <\/h3><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2473\" class=\"elementor-element elementor-element-b28f1e4 e-con-full e-flex e-con e-child\" data-id=\"b28f1e4\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-675f341 elementor-widget elementor-widget-text-editor\" data-id=\"675f341\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Documentez l'\u00e9v\u00e9nement et la pr\u00e9f\u00e9rence qui en r\u00e9sulte dans le PMS et utilisez-les pour les affectations futures. Par exemple, si le client est sensible au bruit, notez-le pour lui attribuer des chambres plus calmes. La \u201cm\u00e9moire\u201d op\u00e9rationnelle r\u00e9duit les r\u00e9p\u00e9titions et am\u00e9liore la perception des soins, m\u00eame si l'incident initial \u00e9tait grave.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-2474\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"5\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-2474\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h3 class=\"e-n-accordion-item-title-text\"> O\u00f9 dois-je enregistrer une plainte dans le PMS pour qu'elle ne soit pas perdue ? <\/h3><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2474\" class=\"elementor-element elementor-element-4e674e1 e-con-full e-flex e-con e-child\" data-id=\"4e674e1\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-f7fe37b elementor-widget elementor-widget-text-editor\" data-id=\"f7fe37b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Dans le cadre de l'approche LEAN, il s'agit d'enregistrer le contexte de l'impact sur l'environnement. <span class=\"notion-enable-hover\" data-token-index=\"1\">r\u00e9servation<\/span> (ce qui s'est pass\u00e9 et ce qui a \u00e9t\u00e9 fait dans cette pi\u00e8ce) et, s'il s'agit d'un sch\u00e9ma ou d'une pr\u00e9f\u00e9rence pertinente, \u00e9galement dans la <span class=\"notion-enable-hover\" data-token-index=\"3\">DOSSIER INVIT\u00c9<\/span>. S'il y a eu un changement de chambre, enregistrez \u00e9galement le num\u00e9ro de la chambre. <span class=\"notion-enable-hover\" data-token-index=\"5\">raison de la modification<\/span>, parce qu'elle favorise la tra\u00e7abilit\u00e9 et l'apprentissage op\u00e9rationnel.<!-- notionvc: e99e963f-1315-4aed-90e4-f714f100175f --><\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-2475\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"6\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-2475\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h3 class=\"e-n-accordion-item-title-text\"> Comment r\u00e9duire le nombre d'avis n\u00e9gatifs apr\u00e8s avoir r\u00e9solu un probl\u00e8me ? <\/h3><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2475\" class=\"elementor-element elementor-element-3977ea8 e-con-full e-flex e-con e-child\" data-id=\"3977ea8\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-15c4730 elementor-widget elementor-widget-text-editor\" data-id=\"15c4730\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Fermer le feu : confirmer avec le client que la solution a fonctionn\u00e9, lui proposer un canal direct s'il r\u00e9appara\u00eet, et le remercier pour l'avis. Ce suivi avant le d\u00e9part r\u00e9duit la probabilit\u00e9 que le client se d\u00e9foule dans un commentaire alors qu'on s'est occup\u00e9 de lui. \u00c9vitez de demander des commentaires ; donnez la priorit\u00e9 \u00e0 l'exp\u00e9rience.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-2476\" class=\"e-n-accordion-item\" >\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"7\" tabindex=\"-1\" aria-expanded=\"false\" aria-controls=\"e-n-accordion-item-2476\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h3 class=\"e-n-accordion-item-title-text\"> Quels sont les indicateurs \u00e0 examiner pour am\u00e9liorer le traitement des plaintes ? <\/h3><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2476\" class=\"elementor-element elementor-element-a3ba8a2 e-con-full e-flex e-con e-child\" data-id=\"a3ba8a2\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-70315ea elementor-widget elementor-widget-text-editor\" data-id=\"70315ea\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>Fr\u00e9quence par cat\u00e9gorie et par salle, d\u00e9lais de r\u00e9solution, compromis (type et r\u00e9currence), co\u00fbt estim\u00e9 du temps d'exploitation et effet sur les examens (probl\u00e8mes r\u00e9p\u00e9t\u00e9s). Un simple examen hebdomadaire permet de d\u00e9tecter les causes profondes et de hi\u00e9rarchiser les actions correctives, au lieu de r\u00e9soudre les probl\u00e8mes comme des cas isol\u00e9s.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5d7aa12e elementor-widget elementor-widget-heading\" data-id=\"5d7aa12e\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Vous pouvez \u00e9galement \u00eatre int\u00e9ress\u00e9 par<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-6d0ee606 meta-visibility-show title_position_default title_hover_border_default title-default img_hover_animation_default meta_position_default grid-hover-overlay-type-always tpg-el-box-border-enable tpg-border-bottom-disable elementor-widget elementor-widget-tpg-grid-layout\" data-id=\"6d0ee606\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"tpg-grid-layout.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"rt-container-fluid rt-tpg-container tpg-el-main-wrapper clearfix grid-layout4-main\"\n\t\t\t id=\"rt-tpg-container-2314264419\"\n\t\t\t data-layout=\"grid-layout4\"\n\t\t\t data-grid-style=\"tpg-full-height\"\n\t\t\t data-sc-id=\"elementor\"\n\t\t\t data-el-settings=''\n\t\t\t data-el-query=''\n\t\t\t data-el-path=''\n\t\t>\n\t\t\t\t\t\t<div class='tpg-header-wrapper'>\n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t<div data-title=\"Loading ...\" class=\"rt-row rt-content-loader grid-layout4 grid-behaviour tpg-full-height grid_layout_wrapper\">\n\t\t\t\t\n<div class=\"rt-col-md-4 rt-col-sm-6 rt-col-xs-12 default rt-grid-item\" data-id=\"7317\">\n\t<div class=\"rt-holder tpg-post-holder\">\n\t\t<div class=\"rt-detail rt-el-content-wrapper\">\n\t\t\t\t\t\t\t<div class=\"rt-img-holder tpg-el-image-wrap has-thumbnail\">\n\t\t\t\t\t<a data-id=\"7317\" href=\"https:\/\/leanhotelsystem.com\/fr\/carta-de-bienvenida-para-hoteles\/\" class=\"tpg-post-link\" target=\"_self\">                        <img decoding=\"async\" src=\"https:\/\/leanhotelsystem.com\/wp-content\/uploads\/2024\/12\/carta-de-bienvenida-para-hoteles-768x512.webp\"\n                             class=\"rt-img-responsive\"\n                             width=\"768\"\n                             height=\"512\"\n                             alt=\"lettre de bienvenue pour les h\u00f4tels\">\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\n\t\t<\/a>\n\t\t        <div class=\"overlay grid-hover-content\"><\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<div class=\"entry-title-wrapper\"><h3 class=\"entry-title\"><a data-id=\"7317\" href=\"https:\/\/leanhotelsystem.com\/fr\/carta-de-bienvenida-para-hoteles\/\" class=\"tpg-post-link\" target=\"_self\">Il existe une lettre de bienvenue parfaite pour l'h\u00f4tel et vous devez aborder les 7 points suivants dans le mod\u00e8le<\/a><\/h3><\/div>\n\t\t\t\t\t\t\t<div class=\"post-meta-tags rt-el-post-meta\">\n\t\t\t\t\t            <span class='date'>\n\t\t\t\t<i class='far fa-calendar-alt'><\/i>\t\t\t\t                    <a href=\"https:\/\/leanhotelsystem.com\/fr\/2024\/12\/19\/\">\n\t\t\t\t\t19 d\u00e9cembre 2024\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\n\t\t\t\t\t<\/div>\n\t<\/div>\n<\/div>\n\n<div class=\"rt-col-md-4 rt-col-sm-6 rt-col-xs-12 default rt-grid-item\" data-id=\"7155\">\n\t<div class=\"rt-holder tpg-post-holder\">\n\t\t<div class=\"rt-detail rt-el-content-wrapper\">\n\t\t\t\t\t\t\t<div class=\"rt-img-holder tpg-el-image-wrap has-thumbnail\">\n\t\t\t\t\t<a data-id=\"7155\" href=\"https:\/\/leanhotelsystem.com\/fr\/como-gestionar-las-quejas-y-reclamaciones-de-tu-hotel-y-triunfar-con-tu-huesped\/\" class=\"tpg-post-link\" target=\"_self\">                        <img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/leanhotelsystem.com\/wp-content\/uploads\/2024\/10\/la-mejor-solucion-para-administrar-las-quejas-de-tu-hostal-768x1152.webp\"\n                             class=\"rt-img-responsive\"\n                             width=\"768\"\n                             height=\"1152\"\n                             alt=\"la meilleure solution pour g\u00e9rer les plaintes de votre auberge\">\n\t\t\t\t\t\t\n\t\t\t\t\t\t\t\n\t\t<\/a>\n\t\t        <div class=\"overlay grid-hover-content\"><\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\n\t\t\t<div class=\"entry-title-wrapper\"><h3 class=\"entry-title\"><a data-id=\"7155\" href=\"https:\/\/leanhotelsystem.com\/fr\/como-gestionar-las-quejas-y-reclamaciones-de-tu-hotel-y-triunfar-con-tu-huesped\/\" class=\"tpg-post-link\" target=\"_self\">Comment g\u00e9rer les plaintes et les r\u00e9clamations dans votre h\u00f4tel et r\u00e9ussir avec vos clients ?<\/a><\/h3><\/div>\n\t\t\t\t\t\t\t<div class=\"post-meta-tags rt-el-post-meta\">\n\t\t\t\t\t            <span class='date'>\n\t\t\t\t<i class='far fa-calendar-alt'><\/i>\t\t\t\t                    <a href=\"https:\/\/leanhotelsystem.com\/fr\/2024\/10\/31\/\">\n\t\t\t\t\t31 octobre 2024\t\t\t\t<\/a>\n\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\n\t\t\t\n\t\t\t\t\t<\/div>\n\t<\/div>\n<\/div>\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d884505 elementor-widget elementor-widget-n-accordion\" data-id=\"d884505\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;default_state&quot;:&quot;expanded&quot;,&quot;max_items_expended&quot;:&quot;one&quot;,&quot;n_accordion_animation_duration&quot;:{&quot;unit&quot;:&quot;ms&quot;,&quot;size&quot;:400,&quot;sizes&quot;:[]}}\" data-widget_type=\"nested-accordion.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"e-n-accordion\" aria-label=\"Accord\u00e9on. Ouvrez les liens avec Enter ou Space, fermez-les avec Escape et naviguez avec les touches fl\u00e9ch\u00e9es.\">\n\t\t\t\t\t\t<details id=\"e-n-accordion-item-2270\" class=\"e-n-accordion-item\" open>\n\t\t\t\t<summary class=\"e-n-accordion-item-title\" data-accordion-index=\"1\" tabindex=\"0\" aria-expanded=\"true\" aria-controls=\"e-n-accordion-item-2270\" >\n\t\t\t\t\t<span class='e-n-accordion-item-title-header'><h3 class=\"e-n-accordion-item-title-text\"> Adaptabilit\u00e9 dans le processus de vente <\/h3><\/span>\n\t\t\t\t\t\t\t<span class='e-n-accordion-item-title-icon'>\n\t\t\t<span class='e-opened' ><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-minus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h384c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t\t<span class='e-closed'><svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fas-plus\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 208H272V64c0-17.67-14.33-32-32-32h-32c-17.67 0-32 14.33-32 32v144H32c-17.67 0-32 14.33-32 32v32c0 17.67 14.33 32 32 32h144v144c0 17.67 14.33 32 32 32h32c17.67 0 32-14.33 32-32V304h144c17.67 0 32-14.33 32-32v-32c0-17.67-14.33-32-32-32z\"><\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t<div role=\"region\" aria-labelledby=\"e-n-accordion-item-2270\" class=\"elementor-element elementor-element-22923bbd e-con-full e-flex e-con e-child\" data-id=\"22923bbd\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-1d2810dd elementor-widget elementor-widget-text-editor\" data-id=\"1d2810dd\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>La capacit\u00e9 d'adaptation permet aux \u00e9quipes de vente d'ajuster leurs strat\u00e9gies en fonction des tendances et des pr\u00e9f\u00e9rences des clients. Dans un march\u00e9 en constante \u00e9volution, il est essentiel que l'\u00e9quipe de vente r\u00e9ponde rapidement aux attentes des clients, afin de maximiser les opportunit\u00e9s de conversion.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-2c0a393e e-grid e-con-full e-con e-child\" data-id=\"2c0a393e\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-569a5e9b hfe-post-info-layout-inline elementor-widget elementor-widget-post-info-widget\" data-id=\"569a5e9b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"post-info-widget.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"hfe-post-info-inline hfe-post-info-items hfe-post-info\">\n\t\t\t\t\t<li class=\"hfe-post-info-item elementor-repeater-item-191a4c3 hfe-post-info-inline-item\" itemprop=\"datePublished\"> \n\t\t\t\t\t\t\t<a href=\"https:\/\/leanhotelsystem.com\/fr\/2024\/10\/31\/\">\n\t\t\t\n\t\t\t\t\t\t<span class=\"hfe-post-info-icon\">\n\t\t\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-far-calendar-alt\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M148 288h-40c-6.6 0-12-5.4-12-12v-40c0-6.6 5.4-12 12-12h40c6.6 0 12 5.4 12 12v40c0 6.6-5.4 12-12 12zm108-12v-40c0-6.6-5.4-12-12-12h-40c-6.6 0-12 5.4-12 12v40c0 6.6 5.4 12 12 12h40c6.6 0 12-5.4 12-12zm96 0v-40c0-6.6-5.4-12-12-12h-40c-6.6 0-12 5.4-12 12v40c0 6.6 5.4 12 12 12h40c6.6 0 12-5.4 12-12zm-96 96v-40c0-6.6-5.4-12-12-12h-40c-6.6 0-12 5.4-12 12v40c0 6.6 5.4 12 12 12h40c6.6 0 12-5.4 12-12zm-96 0v-40c0-6.6-5.4-12-12-12h-40c-6.6 0-12 5.4-12 12v40c0 6.6 5.4 12 12 12h40c6.6 0 12-5.4 12-12zm192 0v-40c0-6.6-5.4-12-12-12h-40c-6.6 0-12 5.4-12 12v40c0 6.6 5.4 12 12 12h40c6.6 0 12-5.4 12-12zm96-260v352c0 26.5-21.5 48-48 48H48c-26.5 0-48-21.5-48-48V112c0-26.5 21.5-48 48-48h48V12c0-6.6 5.4-12 12-12h40c6.6 0 12 5.4 12 12v52h128V12c0-6.6 5.4-12 12-12h40c6.6 0 12 5.4 12 12v52h48c26.5 0 48 21.5 48 48zm-48 346V160H48v298c0 3.3 2.7 6 6 6h340c3.3 0 6-2.7 6-6z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t<span class=\"hfe-post-info-text hfe-post-info__item hfe-post-info__item--type-date\">\n\t\t\t\n\t\t\t\t\t\t\t31 octobre 2024\t\t\t\t\t<\/span>\n\t\t\n\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t<\/li>\n\t\t\t\t<li class=\"hfe-post-info-item elementor-repeater-item-da36491 hfe-post-info-inline-item\" itemprop=\"author\"> \n\t\t\t\t\t\t\t<a href=\"https:\/\/leanhotelsystem.com\/fr\/author\/lean-hotel-system-seo\/\">\n\t\t\t\n\t\t\t\t\t\t<span class=\"hfe-post-info-icon\">\n\t\t\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-far-user-circle\" viewbox=\"0 0 496 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M248 104c-53 0-96 43-96 96s43 96 96 96 96-43 96-96-43-96-96-96zm0 144c-26.5 0-48-21.5-48-48s21.5-48 48-48 48 21.5 48 48-21.5 48-48 48zm0-240C111 8 0 119 0 256s111 248 248 248 248-111 248-248S385 8 248 8zm0 448c-49.7 0-95.1-18.3-130.1-48.4 14.9-23 40.4-38.6 69.6-39.5 20.8 6.4 40.6 9.6 60.5 9.6s39.7-3.1 60.5-9.6c29.2 1 54.7 16.5 69.6 39.5-35 30.1-80.4 48.4-130.1 48.4zm162.7-84.1c-24.4-31.4-62.1-51.9-105.1-51.9-10.2 0-26 9.6-57.6 9.6-31.5 0-47.4-9.6-57.6-9.6-42.9 0-80.6 20.5-105.1 51.9C61.9 339.2 48 299.2 48 256c0-110.3 89.7-200 200-200s200 89.7 200 200c0 43.2-13.9 83.2-37.3 115.9z\"><\/path><\/svg>\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t<span class=\"hfe-post-info-text hfe-post-info__item hfe-post-info__item--type-author\">\n\t\t\t\n\t\t\t\t\t\t\tSyst\u00e8me h\u00f4telier all\u00e9g\u00e9\t\t\t\t\t<\/span>\n\t\t\n\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t<\/li>\n\t\t\t\t<li class=\"hfe-post-info-item elementor-repeater-item-0b41359 hfe-post-info-inline-item\"> \n\t\t\t\n\t\t\t\t\t\t<span class=\"hfe-post-info-icon\">\n\t\t\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-far-clock\" 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class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.linkedin.com\/company\/lean-hotels-cars-management-systems\">\n\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-fab-linkedin\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M416 32H31.9C14.3 32 0 46.5 0 64.3v383.4C0 465.5 14.3 480 31.9 480H416c17.6 0 32-14.5 32-32.3V64.3c0-17.8-14.4-32.3-32-32.3zM135.4 416H69V202.2h66.5V416zm-33.2-243c-21.3 0-38.5-17.3-38.5-38.5S80.9 96 102.2 96c21.2 0 38.5 17.3 38.5 38.5 0 21.3-17.2 38.5-38.5 38.5zm282.1 243h-66.4V312c0-24.8-.5-56.7-34.5-56.7-34.6 0-39.9 27-39.9 54.9V416h-66.4V202.2h63.7v29.2h.9c8.9-16.8 30.6-34.5 62.9-34.5 67.2 0 79.7 44.3 79.7 101.9V416z\"><\/path><\/svg>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Suivez-nous sur Linkedin et ne manquez rien !<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-3b8bef87 e-con-full e-flex e-con e-child\" data-id=\"3b8bef87\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-1d4b9928 e-con-full e-flex e-con e-child\" data-id=\"1d4b9928\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2cfee04 elementor-view-default elementor-widget elementor-widget-icon\" data-id=\"2cfee04\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<svg aria-hidden=\"true\" class=\"e-font-icon-svg e-far-calendar-check\" viewbox=\"0 0 448 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M400 64h-48V12c0-6.627-5.373-12-12-12h-40c-6.627 0-12 5.373-12 12v52H160V12c0-6.627-5.373-12-12-12h-40c-6.627 0-12 5.373-12 12v52H48C21.49 64 0 85.49 0 112v352c0 26.51 21.49 48 48 48h352c26.51 0 48-21.49 48-48V112c0-26.51-21.49-48-48-48zm-6 400H54a6 6 0 0 1-6-6V160h352v298a6 6 0 0 1-6 6zm-52.849-200.65L198.842 404.519c-4.705 4.667-12.303 4.637-16.971-.068l-75.091-75.699c-4.667-4.705-4.637-12.303.068-16.971l22.719-22.536c4.705-4.667 12.303-4.637 16.97.069l44.104 44.461 111.072-110.181c4.705-4.667 12.303-4.637 16.971.068l22.536 22.718c4.667 4.705 4.636 12.303-.069 16.97z\"><\/path><\/svg>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-564cf6df elementor-widget elementor-widget-heading\" data-id=\"564cf6df\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">DEMANDEZ VOTRE D\u00c9MO AUJOURD'HUI<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3f23e0bf elementor-widget elementor-widget-text-editor\" data-id=\"3f23e0bf\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<p>D\u00e9couvrez comment le syst\u00e8me Lean Hotel peut transformer votre entreprise h\u00f4teli\u00e8re<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-7c51c0d7 elementor-align-center elementor-widget elementor-widget-button\" data-id=\"7c51c0d7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm\" href=\"https:\/\/leanhotelsystem.com\/fr\/contact\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">DEMANDEZ VOTRE D\u00c9MO GRATUITE !<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-7d1fec1 e-con-full e-flex e-con e-child\" data-id=\"7d1fec1\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t<div class=\"elementor-element elementor-element-45dad54 e-con-full e-flex e-con e-child\" data-id=\"45dad54\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t<div class=\"elementor-element elementor-element-29c08821 elementor-widget elementor-widget-heading\" data-id=\"29c08821\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Articles connexes<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-502ab33b title_position_default title_hover_border_default title-default tpg-el-box-border-enable tpg-border-bottom-disable elementor-widget elementor-widget-tpg-grid-layout\" data-id=\"502ab33b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"tpg-grid-layout.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"rt-container-fluid rt-tpg-container tpg-el-main-wrapper clearfix grid-layout1-main\"\n\t\t\t id=\"rt-tpg-container-214879488\"\n\t\t\t data-layout=\"grid-layout1\"\n\t\t\t data-grid-style=\"tpg-full-height\"\n\t\t\t data-sc-id=\"elementor\"\n\t\t\t data-el-settings=''\n\t\t\t data-el-query=''\n\t\t\t data-el-path=''\n\t\t>\n\t\t\t\t\t\t<div class='tpg-header-wrapper'>\n\t\t\t\t\t\t\t<\/div>\n\n\t\t\t<div data-title=\"Loading ...\" class=\"rt-row rt-content-loader grid-layout1 grid-behaviour tpg-full-height grid_layout_wrapper\">\n\t\t\t\t<div class=\"rt-col-md-12 rt-col-sm-6 rt-col-xs-12 default rt-grid-item post-7317 post type-post status-publish format-standard has-post-thumbnail hentry category-atencion-al-cliente category-gestion-hotelera-pms category-servicios-y-bienvenida tag-lean-hotel-system\"        data-id=\"7317\">\n    <div class=\"rt-holder tpg-post-holder\">\n        <div class=\"rt-detail rt-el-content-wrapper\">\n\t\t\t\n\t\t\t<div class=\"entry-title-wrapper\"><h3 class=\"entry-title\"><a data-id=\"7317\" href=\"https:\/\/leanhotelsystem.com\/fr\/carta-de-bienvenida-para-hoteles\/\" class=\"tpg-post-link\" target=\"_self\">Il existe une lettre de bienvenue parfaite pour l'h\u00f4tel et vous devez aborder les 7 points suivants dans le mod\u00e8le<\/a><\/h3><\/div>\n\t\t\t\n\n\t\t\t\n\t\t\t        <\/div>\n    <\/div>\n<\/div>\n<div class=\"rt-col-md-12 rt-col-sm-6 rt-col-xs-12 default rt-grid-item post-7155 post type-post status-publish format-standard has-post-thumbnail hentry category-atencion-al-cliente category-gestion-hotelera-pms category-quejas-y-reclamaciones tag-lean-hotel-system\"        data-id=\"7155\">\n    <div class=\"rt-holder tpg-post-holder\">\n        <div class=\"rt-detail rt-el-content-wrapper\">\n\t\t\t\n\t\t\t<div class=\"entry-title-wrapper\"><h3 class=\"entry-title\"><a data-id=\"7155\" href=\"https:\/\/leanhotelsystem.com\/fr\/como-gestionar-las-quejas-y-reclamaciones-de-tu-hotel-y-triunfar-con-tu-huesped\/\" class=\"tpg-post-link\" target=\"_self\">Comment g\u00e9rer les plaintes et les r\u00e9clamations dans votre h\u00f4tel et r\u00e9ussir avec vos clients ?<\/a><\/h3><\/div>\n\t\t\t\n\n\t\t\t\n\t\t\t        <\/div>\n    <\/div>\n<\/div>\n\t\t\t<\/div>\n\t\t\t\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>Inicio C\u00f3mo convertir una queja en una oportunidad de fidelizaci\u00f3n en tu hotel En un hotel peque\u00f1o, una queja puede [&hellip;]<\/p>\n","protected":false},"author":3,"featured_media":10623,"comment_status":"open","ping_status":"closed","sticky":false,"template":"elementor_header_footer","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"disabled","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"var(--ast-global-color-4)","background-image":"","background-repeat":"repeat","background-position":"center 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center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[139,138,147],"tags":[42],"class_list":["post-10622","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-atencion-al-cliente","category-gestion-hotelera-pms","category-quejas-y-reclamaciones","tag-lean-hotel-system"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>C\u00f3mo convertir una queja en una oportunidad de fidelizaci\u00f3n\ud83c\udfe8<\/title>\n<meta name=\"description\" content=\"Gu\u00eda pr\u00e1ctica para hoteles: responde a quejas con m\u00e9todo, registra lo ocurrido en el PMS y convierte incidencias en repetici\u00f3n, mejores rese\u00f1as y menos costes operativos\" \/>\n<meta name=\"robots\" content=\"index, follow, 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