{"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":"converter-queixa-oportunidade-fidelidade-do-hotel","status":"publish","type":"post","link":"https:\/\/leanhotelsystem.com\/pt\/convertir-queja-oportunidad-fidelizacion-hotel\/","title":{"rendered":"Como transformar uma reclama\u00e7\u00e3o numa oportunidade de fideliza\u00e7\u00e3o no seu hotel"},"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=\"P\u00e3o ralado\"><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\/pt\"><span class=\"hfe-breadcrumbs-text\">In\u00edcio<\/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\">Como transformar uma reclama\u00e7\u00e3o numa oportunidade de fideliza\u00e7\u00e3o no seu hotel<\/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>Num hotel pequeno, uma reclama\u00e7\u00e3o pode parecer uma \u201cperda de tempo\u201d na pior altura do dia. Mas, se for bem tratada, \u00e9 uma oportunidade para recuperar a confian\u00e7a, evitar uma cr\u00edtica negativa e aprender algo que reduzir\u00e1 futuros incidentes. N\u00e3o h\u00e1 garantias: nem todas as reclama\u00e7\u00f5es levam \u00e0 fideliza\u00e7\u00e3o. O que pode fazer \u00e9 aumentar a probabilidade de repeti\u00e7\u00e3o com um m\u00e9todo simples: responder bem na altura, resolver o problema de forma judiciosa e document\u00e1-lo para que n\u00e3o volte a acontecer.<\/p><p>Para garantir que esta aprendizagem n\u00e3o se perde, \u00e9 importante deixar a rastreabilidade no SGP. Em <strong>LEAN<\/strong>, Neste caso, \u00e9 aconselh\u00e1vel registar a incid\u00eancia e as medidas tomadas tanto no <strong>reserva<\/strong> (contexto dessa estadia) como no <strong>FICHEIRO DE CONVIDADO<\/strong> (padr\u00f5es e prefer\u00eancias futuras). E se a solu\u00e7\u00e3o implicar uma mudan\u00e7a de quarto, registe o <strong>motivo da altera\u00e7\u00e3o<\/strong> ajuda a manter a coer\u00eancia interna e a analisar as causas.<\/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=\"Como transformar uma reclama\u00e7\u00e3o numa oportunidade de fideliza\u00e7\u00e3o\" 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\">Porque \u00e9 que uma reclama\u00e7\u00e3o bem gerida pode aumentar a fideliza\u00e7\u00e3o (se fizer 3 coisas corretas)<\/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>Uma reclama\u00e7\u00e3o \u00e9 um \u201cmomento da verdade\u201d: o h\u00f3spede j\u00e1 tem uma expetativa e algo a quebrou. Se o hotel responder rapidamente e resolver o problema de forma eficaz, pode refor\u00e7ar a perce\u00e7\u00e3o de profissionalismo e cuidado. O que muitas vezes faz a diferen\u00e7a \u00e9:<\/p><ol><li><strong>Velocidade<\/strong>O h\u00f3spede apercebe-se de que o hotel leva o problema a s\u00e9rio.<\/li><li><strong>Empatia profissional<\/strong>A experi\u00eancia \u00e9 validada sem entrar em discuss\u00f5es.<\/li><li><strong>Solu\u00e7\u00e3o eficaz<\/strong>O problema \u00e9 resolvido ou o seu impacto \u00e9 reduzido proporcionalmente.<\/li><\/ol><p>Quando isto acontece, reduz-se a escalada (discuss\u00f5es, queixas formais), reduzem-se os custos indirectos (tempo, compensa\u00e7\u00f5es improvisadas) e, em alguns casos, aumenta a probabilidade de uma avalia\u00e7\u00e3o mais justa. Al\u00e9m disso, o hotel aprende e evita repetir o mesmo erro.<\/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\">O primeiro minuto: como reagir para aliviar a tens\u00e3o sem perder o controlo<\/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>Na rece\u00e7\u00e3o ou como gestor de servi\u00e7o, o primeiro minuto determina se a queixa se transforma num conflito. Uma abordagem simples:<\/p><ul><li><strong>Ouvir sem interromper<\/strong> e pedir um pormenor-chave se este estiver em falta (\u201cem que divis\u00e3o?\u201d, \u201cdesde quando?\u201d).<\/li><li><strong>Confirmar a sua compreens\u00e3o<\/strong> (\u201cEnt\u00e3o o problema \u00e9...\u201d).<\/li><li><strong>Lamento a experi\u00eancia<\/strong> sem entrar em culpas (\u201cPe\u00e7o desculpa pelo inc\u00f3modo que isto lhe est\u00e1 a causar\u201d).<\/li><li><strong>Compromete a a\u00e7\u00e3o e o tempo<\/strong> (\u201cVou verificar agora e daqui a 10 minutos dou-lhe uma solu\u00e7\u00e3o\/atualiza\u00e7\u00e3o\u201d).<\/li><\/ul><p>Frases modelo curtas (sem parecerem escritas):<\/p><ul><li>\u201cPercebo o que est\u00e1 a dizer. Deixe-me verificar agora mesmo e voltarei a contact\u00e1-lo dentro de alguns minutos com uma solu\u00e7\u00e3o.\u201d<\/li><li>\u201cLamento o inc\u00f3modo. Vamos resolver o problema o mais rapidamente poss\u00edvel; confirmarei o pr\u00f3ximo passo dentro de X minutos.\u201d<\/li><\/ul><p>A ideia \u00e9 reduzir a tens\u00e3o com clareza e manter o controlo com um plano.<\/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\">O que N\u00c3O fazer (mesmo que pare\u00e7a l\u00f3gico)<\/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>Argumentar ou \u201cprovar\u201d que o anfitri\u00e3o est\u00e1 errado.<\/li><li>Justificar-se antes de compreender todo o problema.<\/li><li>Prometer algo que n\u00e3o pode cumprir (atualiza\u00e7\u00e3o imposs\u00edvel, reembolso sem autoriza\u00e7\u00e3o).<\/li><li>Culpar terceiros (fornecedor, OTA, \u201c\u00e9 que o hotel...\u201d).<\/li><li>Deixar \u201cpara amanh\u00e3\u201d se afetar o repouso ou a estadia actuais.<\/li><li>Pedir-lhe que repita a hist\u00f3ria v\u00e1rias vezes a pessoas diferentes, sem necessidade.<\/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\">Diagn\u00f3stico r\u00e1pido: classificar a queixa para decidir a melhor resposta<\/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=\"Porque \u00e9 que uma reclama\u00e7\u00e3o bem gerida pode aumentar a fidelidade do cliente\" 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>Para responder judiciosamente, classificar a queixa em 30-60 segundos segundo tr\u00eas eixos:<\/p><ul><li><strong>Urg\u00eancia<\/strong>Devem ser tomadas medidas agora (ru\u00eddo noturno, avaria) ou podem esperar (pedido menor)?<\/li><li><strong>Impacto<\/strong>alto\/m\u00e9dio\/baixo, consoante afecte o repouso, a seguran\u00e7a, a higiene ou o carregamento.<\/li><li><strong>Causa<\/strong>Quarto, ru\u00eddo, limpeza, servi\u00e7o, pre\u00e7o, expectativas (o que o h\u00f3spede pensava que estava inclu\u00eddo).<\/li><\/ul><p>Esquema \u00fatil: tipo de queixa \u2192 objetivo de resolu\u00e7\u00e3o<\/p><ul><li><strong>Limpeza\/estado<\/strong> \u2192 recuperar a confian\u00e7a + norma correta.<\/li><li><strong>Ru\u00eddo\/repouso<\/strong> \u2192 minimizar o impacto imediato (altera\u00e7\u00e3o\/medidas) + evitar a recorr\u00eancia.<\/li><li><strong>Manuten\u00e7\u00e3o<\/strong> \u2192 resolver ou isolar o problema e apresentar uma alternativa se este persistir.<\/li><li><strong>Cobran\u00e7a\/fatura\u00e7\u00e3o<\/strong> \u2192 clareza, rastreabilidade e corre\u00e7\u00e3o, se for caso disso.<\/li><li><strong>Expectativas<\/strong> \u2192 alinhar as informa\u00e7\u00f5es e oferecer uma alternativa razo\u00e1vel.<\/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\">Quando \u00e9 que uma mudan\u00e7a de quarto \u00e9 a melhor solu\u00e7\u00e3o (e quando n\u00e3o \u00e9)<\/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>\u00c9 frequentemente a melhor op\u00e7\u00e3o quando o problema \u00e9 estrutural ou persistente:<\/p><ul><li>ru\u00eddo estrutural ou recorrente,<\/li><li>ar condicionado que n\u00e3o estabiliza,<\/li><li>odores, humidade ou incidentes dif\u00edceis de resolver rapidamente,<\/li><li>avarias graves,<\/li><li>incompatibilidade com as necessidades do anfitri\u00e3o (por exemplo, sensibilidade ao ru\u00eddo),<\/li><li>erros de atribui\u00e7\u00e3o ou de tipologia que n\u00e3o possam ser ajustados de outra forma.<\/li><\/ul><p>Nem sempre \u00e9 aconselh\u00e1vel se o hotel estiver muito cheio e a mudan\u00e7a gerar outro problema (quarto pior, expectativas ainda maiores). Nestes casos, poder\u00e1 ser prefer\u00edvel uma solu\u00e7\u00e3o t\u00e9cnica + compensa\u00e7\u00e3o proporcional. Se a altera\u00e7\u00e3o for efectuada, o motivo e a a\u00e7\u00e3o devem ser documentados.<\/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\">Solu\u00e7\u00f5es de fideliza\u00e7\u00e3o: compensar judiciosamente (n\u00e3o \u201cdar por dar\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>O compromisso mais eficaz \u00e9 geralmente: <strong>solu\u00e7\u00e3o r\u00e1pida + pormenor adequado<\/strong>. O objetivo n\u00e3o \u00e9 \u201ccomprar\u201d o h\u00f3spede, mas sim restaurar o valor percebido e a confian\u00e7a, sem corroer desnecessariamente a margem.<\/p><p>Exemplos de compensa\u00e7\u00f5es com elevado valor percepcionado (dependendo da disponibilidade e da pol\u00edtica interna):<\/p><ul><li>check-out tardio,<\/li><li>se necess\u00e1rio, fazer um upgrade (especialmente ap\u00f3s uma mudan\u00e7a de quarto),<\/li><li>pequeno-almo\u00e7o ou servi\u00e7o extra,<\/li><li>estacionamento,<\/li><li>um pormenor no quarto ou um vale de consumo.<\/li><\/ul><p>A proporcionalidade \u00e9 importante: um incidente menor pode ser resolvido com um pedido de desculpas e uma a\u00e7\u00e3o r\u00e1pida; um incidente que afecte o descanso ou a higiene exige normalmente uma solu\u00e7\u00e3o e um acompanhamento mais vigorosos.<\/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\">O ponto diferencial: documentar o incidente para que o h\u00f3spede perceba a \u201cmem\u00f3ria\u201d na pr\u00f3xima vez.<\/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>Uma reclama\u00e7\u00e3o \u00e9 convertida em lealdade quando o h\u00f3spede percebe que o hotel <strong>aprender e recordar<\/strong>. Se voltar a acontecer e o hotel evitar a repeti\u00e7\u00e3o do problema (por exemplo, uma afeta\u00e7\u00e3o mais silenciosa), o impacto \u00e9 muito elevado. Para tal, \u00e9 necess\u00e1rio registar o que aconteceu.<\/p><p>Neste caso, o LEAN ajuda como reposit\u00f3rio operacional: regista na reserva (o que aconteceu naquele momento) e no registo do h\u00f3spede (o que importa para futuras estadias). Isto evita confiar na mem\u00f3ria de turno ou em mensagens informais.<\/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\">No LEAN: onde registar as informa\u00e7\u00f5es (reserva vs. registo de h\u00f3spedes)<\/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>Coment\u00e1rio sobre a reserva<\/strong>Utilize-o para o contexto espec\u00edfico da estadia. O que aconteceu, quando, quem tratou do assunto, que solu\u00e7\u00e3o foi aplicada e se h\u00e1 algum seguimento pendente.<\/li><li><strong>Coment\u00e1rio no ficheiro do h\u00f3spede<\/strong>Utilize-o para padr\u00f5es ou prefer\u00eancias futuras. Por exemplo: sensibilidade ao ru\u00eddo, pedido de um quarto interior, alergias relevantes, necessidade recorrente de ber\u00e7o ou historial de uma incid\u00eancia a prevenir.<\/li><\/ul><p>Assim, a informa\u00e7\u00e3o est\u00e1 onde \u00e9 necess\u00e1ria: a reserva para operar hoje e o token para antecipar o amanh\u00e3.<\/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\">Se a queixa resultar numa mudan\u00e7a de quarto: registar o motivo da mudan\u00e7a.<\/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>Quando uma queixa termina em deslocaliza\u00e7\u00e3o, registar o <strong>motivo da altera\u00e7\u00e3o<\/strong> (ru\u00eddo, avaria, limpeza, atualiza\u00e7\u00e3o da recupera\u00e7\u00e3o, etc.) e a a\u00e7\u00e3o empreendida traz tr\u00eas benef\u00edcios:<\/p><ul><li><strong>Rastreabilidade interna<\/strong>: qualquer pessoa pode compreender porque \u00e9 que o anfitri\u00e3o foi transferido.<\/li><li><strong>An\u00e1lise das causas<\/strong>Detecta salas ou problemas recorrentes.<\/li><li><strong>Melhores afecta\u00e7\u00f5es futuras<\/strong>Evita colocar o mesmo h\u00f3spede em condi\u00e7\u00f5es semelhantes.<\/li><\/ul><p>Trata-se de um pormenor operacional que reduz a repeti\u00e7\u00e3o de incidentes e discuss\u00f5es internas.<\/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\">Fecho a quente: confirma a satisfa\u00e7\u00e3o e evita cr\u00edticas negativas<\/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>Uma boa resolu\u00e7\u00e3o sem encerramento pode acabar numa cr\u00edtica negativa \u201cporque ningu\u00e9m perguntou de novo\u201d. Antes do check-out (ou ap\u00f3s a resolu\u00e7\u00e3o), compensa:<\/p><ul><li>Confirmar que o problema foi resolvido (\u201cEst\u00e1 tudo bem agora?\u201d).<\/li><li>Ofere\u00e7a um canal direto se voltar a acontecer (\u201cSe notar mais alguma coisa, avise-me e resolveremos o problema rapidamente\u201d).<\/li><li>Reconhecer o aviso (refor\u00e7a o facto de o h\u00f3spede ter ajudado a melhorar).<\/li><\/ul><p>O objetivo \u00e9 fechar o ciclo profissionalmente e n\u00e3o pedir uma revis\u00e3o.<\/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\">Mensagens de acompanhamento p\u00f3s-estadia (se aplic\u00e1vel)<\/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>1-2 linhas, naturais e espec\u00edficas:<\/p><ul><li>\u201cObrigado por nos ter alertado para o incidente. Tom\u00e1mos nota do que aconteceu e das medidas tomadas. Se houver alguma coisa pendente, por favor responda a esta mensagem e iremos analis\u00e1-la.\u201d<\/li><li>\u201cLamentamos novamente o inc\u00f3modo; confirmamos que a equipa aplicou a corre\u00e7\u00e3o. Continuamos \u00e0 vossa disposi\u00e7\u00e3o para quaisquer outras quest\u00f5es.\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\">M\u00e9tricas e rotina semanal para reduzir as queixas (e n\u00e3o apenas apagar inc\u00eandios)<\/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>A diferen\u00e7a entre \u201cgerir queixas\u201d e \u201creduzir queixas\u201d est\u00e1 na revis\u00e3o dos padr\u00f5es. Uma rotina semanal simples (30-45 minutos) pode incluir:<\/p><ul><li>tipos de queixas por categoria (ru\u00eddo, limpeza, manuten\u00e7\u00e3o, cobran\u00e7a),<\/li><li>salas de repeti\u00e7\u00e3o ou zonas com incidentes,<\/li><li>tempos de resolu\u00e7\u00e3o (r\u00e1pido vs. lento),<\/li><li>compensa\u00e7\u00f5es efectuadas (tipo e recorr\u00eancia),<\/li><li>custo estimado (tempo + servi\u00e7os oferecidos),<\/li><li>impacto nas revis\u00f5es (coment\u00e1rios recorrentes).<\/li><\/ul><p>Nos pequenos hot\u00e9is, esta informa\u00e7\u00e3o pode provir de exporta\u00e7\u00f5es do PMS ou de um simples registo interno, desde que seja consistente.<\/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\">Sinais de \u201cqueixa recorrente\u201d que exigem medidas corretivas<\/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>O mesmo quarto ou a mesma \u00e1rea repetidamente.<\/li><li>Mesma faixa hor\u00e1ria ou mesmo turno (poss\u00edvel problema de processamento).<\/li><li>O mesmo fornecedor ou servi\u00e7o (manuten\u00e7\u00e3o, lavandaria, etc.).<\/li><li>O mesmo tipo de cobran\u00e7a ou confus\u00e3o na fatura\u00e7\u00e3o.<\/li><li>Coment\u00e1rios repetidos nas cr\u00edticas, mesmo que sejam \u201cresolvidos\u201d no local.<\/li><\/ul><p>Estabelecimento de prioridades pr\u00e1ticas: frequ\u00eancia \u00d7 impacto (as que afectam o repouso e a higiene tendem a ter uma prioridade elevada).<\/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\">M\u00e9tricas e rotina semanal para reduzir as queixas (e n\u00e3o apenas apagar inc\u00eandios)<\/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>Para garantir que a gest\u00e3o n\u00e3o depende de uma \u00fanica pessoa, uma sess\u00e3o semanal de microforma\u00e7\u00e3o de 15 minutos funciona bem:<\/p><ul><li>dramatiza\u00e7\u00e3o de 1 caso real da semana,<\/li><li>recordar os limites de indemniza\u00e7\u00e3o por fun\u00e7\u00e3o (o que pode autorizar o acolhimento, qual a escala),<\/li><li>rever o \u201cprimeiro minuto\u201d e o fecho a quente,<\/li><li>e lembrar-se de onde registar no LEAN (registo de reserva vs. registo de h\u00f3spede, e motivo da mudan\u00e7a de quarto, se aplic\u00e1vel).<\/li><\/ul><p>A consist\u00eancia da equipa reduz as escaladas e melhora a perce\u00e7\u00e3o do profissionalismo do hotel.<\/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\">Perguntas frequentes sobre como transformar uma reclama\u00e7\u00e3o em fideliza\u00e7\u00e3o (hotel)<\/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=\"Acorde\u00e3o. Abrir liga\u00e7\u00f5es com Enter ou Espa\u00e7o, fechar com Escape e navegar com Setas\">\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\"> Qual \u00e9 a melhor resposta imediata a uma queixa apresentada na rece\u00e7\u00e3o? <\/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>Ou\u00e7a sem interromper, confirme que compreendeu o problema, pe\u00e7a desculpa pela experi\u00eancia (sem entrar em discuss\u00f5es) e comprometa-se com um pr\u00f3ximo passo com um prazo claro. Por exemplo: \u201cVou rever o problema agora e dentro de 10 minutos confirmarei a solu\u00e7\u00e3o\u201d. Esta combina\u00e7\u00e3o reduz a tens\u00e3o e mant\u00e9m o controlo do processo.<\/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\"> Quando \u00e9 que devo mudar de quarto devido a uma reclama\u00e7\u00e3o? <\/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>\u00c9 geralmente adequado quando o problema \u00e9 persistente ou dif\u00edcil de resolver rapidamente: ru\u00eddo estrutural, falha do ar condicionado, odores, humidade ou um incidente de limpeza grave. Se for decidida uma altera\u00e7\u00e3o, \u00e9 aconselh\u00e1vel registar o motivo e as medidas tomadas para manter a rastreabilidade interna e evitar a repeti\u00e7\u00e3o do caso.<\/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\"> Que recompensas s\u00e3o mais suscept\u00edveis de criar lealdade sem baixar o pre\u00e7o? <\/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>As compensa\u00e7\u00f5es com elevado valor percebido e baixo impacto direto na tarifa tendem a funcionar melhor: late check-out, upgrade se aplic\u00e1vel, pequeno-almo\u00e7o, estacionamento ou um presente de cortesia, sempre em propor\u00e7\u00e3o ao incidente. O mais importante \u00e9 que a solu\u00e7\u00e3o seja r\u00e1pida e que a indemniza\u00e7\u00e3o fa\u00e7a sentido para o h\u00f3spede.<\/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\"> Como \u00e9 que evito repetir a mesma reclama\u00e7\u00e3o com o mesmo h\u00f3spede? <\/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>Documente a ocorr\u00eancia e a prefer\u00eancia resultante no PMS e utilize-a para futuras atribui\u00e7\u00f5es. Por exemplo, se o h\u00f3spede for sens\u00edvel ao ru\u00eddo, fa\u00e7a um registo para atribuir quartos mais silenciosos. A \u201cmem\u00f3ria\u201d operacional reduz a repeti\u00e7\u00e3o e melhora a perce\u00e7\u00e3o dos cuidados, mesmo que o incidente original tenha sido 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\"> Onde posso registar uma queixa no SGP para que n\u00e3o se perca? <\/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>No LEAN, regista o contexto do impacto no <span class=\"notion-enable-hover\" data-token-index=\"1\">reserva<\/span> (o que aconteceu e o que foi feito nessa sala) e, se for um padr\u00e3o ou prefer\u00eancia relevante, tamb\u00e9m na <span class=\"notion-enable-hover\" data-token-index=\"3\">FICHEIRO DE CONVIDADO<\/span>. Se tiver havido uma mudan\u00e7a de quarto, registar tamb\u00e9m o <span class=\"notion-enable-hover\" data-token-index=\"5\">motivo da altera\u00e7\u00e3o<\/span>, porque ajuda a rastreabilidade e a aprendizagem operacional.<!-- 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\"> Como \u00e9 que reduzo as cr\u00edticas negativas depois de resolver um problema? <\/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>Fechar o neg\u00f3cio: confirme com o h\u00f3spede que a solu\u00e7\u00e3o funcionou, ofere\u00e7a um canal direto se ele voltar a aparecer e agrade\u00e7a-lhe a notifica\u00e7\u00e3o. Este acompanhamento antes do check-out reduz a probabilidade de o h\u00f3spede \u201cdesabafar\u201d numa avalia\u00e7\u00e3o, apesar de ter sido atendido. Evite pedir avalia\u00e7\u00f5es; d\u00ea prioridade \u00e0 experi\u00eancia.<\/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\"> Que indicadores devem ser analisados para melhorar o tratamento das queixas? <\/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>Frequ\u00eancia por categoria e sala, tempos de resolu\u00e7\u00e3o, solu\u00e7\u00f5es de compromisso (tipo e recorr\u00eancia), custo estimado do tempo operacional e efeito nas revis\u00f5es (problemas repetidos). Com uma simples revis\u00e3o semanal, \u00e9 poss\u00edvel detetar as causas profundas e dar prioridade \u00e0s ac\u00e7\u00f5es corretivas, em vez de resolver os problemas como casos isolados.<\/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\">Tamb\u00e9m pode estar interessado em<\/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-1874240476\"\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\/pt\/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=\"carta de boas-vindas para hot\u00e9is\">\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\/pt\/carta-de-bienvenida-para-hoteles\/\" class=\"tpg-post-link\" target=\"_self\">Existe uma carta de boas-vindas perfeita para o hotel e \u00e9 necess\u00e1rio incluir estes 7 pontos no modelo<\/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\/pt\/2024\/12\/19\/\">\n\t\t\t\t\t19 de dezembro de 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\/pt\/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=\"a melhor solu\u00e7\u00e3o para gerir as reclama\u00e7\u00f5es do seu hostel\">\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\/pt\/como-gestionar-las-quejas-y-reclamaciones-de-tu-hotel-y-triunfar-con-tu-huesped\/\" class=\"tpg-post-link\" target=\"_self\">Como gerir as queixas e reclama\u00e7\u00f5es no seu hotel e ter sucesso com os seus h\u00f3spedes?<\/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\/pt\/2024\/10\/31\/\">\n\t\t\t\t\t31 de outubro de 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=\"Acorde\u00e3o. Abrir liga\u00e7\u00f5es com Enter ou Espa\u00e7o, fechar com Escape e navegar com Setas\">\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\"> Adaptabilidade no processo de venda <\/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>A adaptabilidade permite que as equipas de vendas ajustem as suas estrat\u00e9gias de acordo com as tend\u00eancias e prefer\u00eancias dos clientes. Num mercado em mudan\u00e7a, \u00e9 vital que a equipa de vendas responda rapidamente \u00e0s expectativas dos clientes, maximizando as oportunidades de convers\u00e3o.<\/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\/pt\/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 de outubro de 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\/pt\/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\tSistema hoteleiro Lean\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\" viewbox=\"0 0 512 512\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><path d=\"M256 8C119 8 8 119 8 256s111 248 248 248 248-111 248-248S393 8 256 8zm0 448c-110.5 0-200-89.5-200-200S145.5 56 256 56s200 89.5 200 200-89.5 200-200 200zm61.8-104.4l-84.9-61.7c-3.1-2.3-4.9-5.9-4.9-9.7V116c0-6.6 5.4-12 12-12h32c6.6 0 12 5.4 12 12v141.7l66.8 48.6c5.4 3.9 6.5 11.4 2.6 16.8L334.6 349c-3.9 5.3-11.4 6.5-16.8 2.6z\"><\/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-time\">\n\t\t\t\n\t\t\t\t\t\t\t9:14 am\t\t\t\t\t<\/span>\n\t\t\n\t\t\t\t\t<\/li>\n\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 class=\"elementor-element elementor-element-2a90bccc elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"2a90bccc\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div 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\">Siga-nos no Linkedin e n\u00e3o perca nada!<\/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\">PE\u00c7A A SUA DEMONSTRA\u00c7\u00c3O HOJE<\/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>Descubra como o Lean Hotel System pode transformar o seu neg\u00f3cio hoteleiro<\/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\/pt\/contacto\/\">\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\">PE\u00c7A A SUA DEMONSTRA\u00c7\u00c3O GRATUITA!<\/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\">Artigos relacionados<\/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-591212496\"\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\/pt\/carta-de-bienvenida-para-hoteles\/\" class=\"tpg-post-link\" target=\"_self\">Existe uma carta de boas-vindas perfeita para o hotel e \u00e9 necess\u00e1rio incluir estes 7 pontos no modelo<\/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\/pt\/como-gestionar-las-quejas-y-reclamaciones-de-tu-hotel-y-triunfar-con-tu-huesped\/\" class=\"tpg-post-link\" target=\"_self\">Como gerir as queixas e reclama\u00e7\u00f5es no seu hotel e ter sucesso com os seus h\u00f3spedes?<\/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 center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center 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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