{"id":32981,"date":"2024-12-29T09:00:15","date_gmt":"2024-12-29T08:00:15","guid":{"rendered":"https:\/\/www.revfine.com\/?p=32981"},"modified":"2024-12-30T13:28:06","modified_gmt":"2024-12-30T12:28:06","slug":"surreservation-bien-faite","status":"publish","type":"post","link":"https:\/\/www.revfine.com\/fr\/surreservation-bien-faite\/","title":{"rendered":"Surr\u00e9servation bien faite : comment remplir les chambres sans contrarier les clients"},"content":{"rendered":"<p><em>Imaginez que vous \u00eates \u00e0 la r\u00e9ception, au milieu d&#039;une journ\u00e9e charg\u00e9e, lorsque vous r\u00e9alisez soudainement que vous \u00eates surbook\u00e9. Les clients continuent d&#039;affluer, mais vous savez que des conversations g\u00eanantes et des visages m\u00e9contents vous attendent. Mais la surr\u00e9servation ne doit pas n\u00e9cessairement \u00eatre chaotique. Lorsqu&#039;elle est effectu\u00e9e de mani\u00e8re strat\u00e9gique, elle peut augmenter le taux d&#039;occupation et les revenus. Cet article vous montrera comment ma\u00eetriser la surr\u00e9servation et transformer un sc\u00e9nario stressant en un processus fluide.<\/em><\/p>\n<h2>\u00c0 quoi ressemble la surr\u00e9servation dans les h\u00f4tels ?<\/h2>\n<p>La surr\u00e9servation peut sembler \u00eatre une bombe \u00e0 retardement, mais lorsqu&#039;elle est bien men\u00e9e, c&#039;est une strat\u00e9gie bien calcul\u00e9e qui profite \u00e0 la fois \u00e0 l&#039;h\u00f4tel et \u00e0 ses clients (oui ! M\u00eame aux clients).<\/p>\n<p>Plut\u00f4t que de vous pr\u00e9cipiter dans tous les sens en panique, imaginez g\u00e9rer la situation en toute confiance, car votre \u00e9quipe est form\u00e9e, pr\u00e9par\u00e9e et \u00e9quip\u00e9e pour traiter la surr\u00e9servation comme une simple journ\u00e9e de travail au bureau.<\/p>\n<h2>Pourquoi les h\u00f4tels ont recours \u00e0 la surr\u00e9servation<\/h2>\n<p>La surr\u00e9servation est une strat\u00e9gie de revenus courante dans laquelle les h\u00f4tels acceptent plus de r\u00e9servations que de chambres disponibles, en anticipant que certains clients annuleront ou ne se pr\u00e9senteront pas. Cela permet de maintenir les taux d&#039;occupation \u00e0 un niveau \u00e9lev\u00e9, mais comporte le risque de d\u00e9placer les clients, ce qui n&#039;est pas appr\u00e9ci\u00e9 par tout le monde !<\/p>\n<ul>\n<li><strong>Pourquoi c&#039;est important :<\/strong> Les chambres vides, notamment celles qui se lib\u00e8rent \u00e0 la derni\u00e8re minute, nuisent \u00e0 la rentabilit\u00e9. La surr\u00e9servation permet de combler ces vides et de maximiser les revenus.<\/li>\n<li><strong>Comment cela aide :<\/strong> Gr\u00e2ce \u00e0 une strat\u00e9gie de surr\u00e9servation intelligente, les h\u00f4tels peuvent r\u00e9duire l\u2019impact des non-pr\u00e9sentations et des annulations, en remplissant des chambres qui, autrement, resteraient vacantes.<\/li>\n<\/ul>\n<h2>Les avantages et les inconv\u00e9nients de la strat\u00e9gie de surr\u00e9servation<\/h2>\n<p>Bien que la surr\u00e9servation puisse augmenter les revenus, elle peut \u00e9galement entra\u00eener des d\u00e9placements de clients ou <em>&quot;marche,&quot;<\/em> o\u00f9 les clients sont d\u00e9plac\u00e9s vers un autre h\u00f4tel lorsqu&#039;il n&#039;y a pas assez de chambres.<\/p>\n<ul>\n<li><strong>Les avantages du surbooking :<\/strong>\n<ul>\n<li>Maximise l&#039;occupation<\/li>\n<li>Am\u00e9liore le revenu par chambre disponible (RevPAR)<\/li>\n<li>Compense les annulations de derni\u00e8re minute ou les non-pr\u00e9sentations<\/li>\n<\/ul>\n<\/li>\n<li><strong>Les inconv\u00e9nients du surbooking :<\/strong>\n<ul>\n<li>Des invit\u00e9s souvent contrari\u00e9s qui doivent \u00eatre relog\u00e9s<\/li>\n<li>Avis n\u00e9gatifs et atteinte \u00e0 la r\u00e9putation de votre h\u00f4tel<\/li>\n<li>Frais suppl\u00e9mentaires pour couvrir l&#039;h\u00e9bergement des invit\u00e9s dans un autre \u00e9tablissement<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<h2>Strat\u00e9gie de surr\u00e9servation : comment la mettre en \u0153uvre correctement<\/h2>\n<p>Pour tirer parti du surbooking tout en minimisant les risques, vous pouvez mettre en place les bonnes pratiques suivantes :<\/p>\n<ul>\n<li><strong>D\u00e9finissez des limites de surr\u00e9servation claires\u00a0:<\/strong> \u00c9tablissez un seuil de s\u00e9curit\u00e9 pour le nombre de chambres \u00e0 surr\u00e9server, par exemple un pourcentage du stock total. Par exemple, un h\u00f4tel de 100 chambres peut fixer une limite de surr\u00e9servation de 5 \u00e0 101 TP365 T, en l&#039;ajustant \u00e0 l&#039;approche de la date d&#039;arriv\u00e9e. Si vous g\u00e9rez un petit \u00e9tablissement, vous devez \u00eatre plus strict et prudent avec la limite de surr\u00e9servation.<\/li>\n<li><span style=\"text-decoration: underline;\"><a href=\"https:\/\/roompricegenie.com\/hotel-forecasting-how-to-plan-and-price-more-strategically-by-predicting-demand\/\/?utm_source=Revfine.com&amp;utm_medium=Expert%20Partner&amp;utm_campaign=Revfine.com\" target=\"_blank\" rel=\"noopener\"><strong>Pr\u00e9vision de la demande :<\/strong><\/a><\/span> Utilisez les donn\u00e9es d&#039;occupation et les sch\u00e9mas d&#039;annulation pour d\u00e9terminer le nombre de chambres pouvant \u00eatre survendues en toute s\u00e9curit\u00e9 un jour donn\u00e9. Pr\u00e9voyez les pics de demande et les taux de non-pr\u00e9sentation pour guider les d\u00e9cisions de surr\u00e9servation.<\/li>\n<li><strong>Prise de d\u00e9cision centralis\u00e9e :<\/strong> Laissez les d\u00e9cisions de surr\u00e9servation entre les mains du responsable des revenus ou du directeur de l&#039;h\u00f4tel, qui peuvent surveiller la situation dans son ensemble et prendre des d\u00e9cisions \u00e9clair\u00e9es en fonction de la demande et des stocks actuels.<\/li>\n<\/ul>\n<h2>5 conseils pour g\u00e9rer efficacement la surr\u00e9servation<\/h2>\n<ol>\n<li><strong>Focus sur les chambres d&#039;entr\u00e9e de gamme :<\/strong> Ne r\u00e9servez que des chambres de type standard afin de minimiser les risques de d\u00e9placement ou de r\u00e9trogradation des clients.<\/li>\n<li><strong>Diversifier les forfaits tarifaires :<\/strong> Proposez un m\u00e9lange de r\u00e9servations remboursables et non remboursables pour \u00e9quilibrer les annulations et garantir les r\u00e9servations. Les remises sur paiement anticip\u00e9 peuvent encourager les clients \u00e0 s&#039;engager et r\u00e9duire les non-pr\u00e9sentations.<\/li>\n<li><strong>Gestion des r\u00e9servations de groupe :<\/strong> G\u00e9rez les groupes de mani\u00e8re rigoureuse et ajustez les limites de surr\u00e9servation \u00e0 mesure que les taux de prise en charge deviennent clairs. R\u00e9duisez le nombre de chambres bloqu\u00e9es si n\u00e9cessaire pour ouvrir davantage de stock aux r\u00e9servations g\u00e9n\u00e9rales.<\/li>\n<li><strong>Communication proactive :<\/strong> Envoyez des rappels par e-mail ou par SMS aux clients avant leur arriv\u00e9e et confirmez leurs plans, en particulier aux dates compl\u00e8tes. Cela permet de minimiser les non-pr\u00e9sentations et de r\u00e9duire le risque de surr\u00e9servation qui passe inaper\u00e7ue.<\/li>\n<li><strong>Formez votre personnel :<\/strong> Assurez-vous que le personnel de la r\u00e9ception est bien form\u00e9 pour g\u00e9rer les situations de surr\u00e9servation avec professionnalisme et empathie. Cr\u00e9ez des directives de relocalisation et assurez-vous que le personnel sait qui peut et ne peut pas \u00eatre relocalis\u00e9, comme les VIP ou les membres du programme de fid\u00e9lit\u00e9.<\/li>\n<\/ol>\n<h2>G\u00e9rer les d\u00e9m\u00e9nagements des clients : comment garder les clients heureux<\/h2>\n<p>M\u00eame avec une planification minutieuse, des d\u00e9m\u00e9nagements peuvent toujours se produire. Voici comment les g\u00e9rer de mani\u00e8re professionnelle\u00a0:<\/p>\n<ul>\n<li><strong>Planifiez \u00e0 l\u2019avance :<\/strong> Il n&#039;y a rien de pire que de se rendre compte que vous \u00eates surbook\u00e9 juste \u00e0 la fin de votre journ\u00e9e de travail. Recherchez des clients qui peuvent \u00eatre relog\u00e9s t\u00f4t dans la journ\u00e9e et pr\u00e9venez-les \u00e0 l&#039;avance, en r\u00e9servant des chambres dans des \u00e9tablissements \u00e0 proximit\u00e9 si n\u00e9cessaire.<\/li>\n<li><strong>Faire preuve d\u2019empathie :<\/strong> Lorsque vous informez un client d&#039;un d\u00e9m\u00e9nagement, restez calme, excusez-vous sinc\u00e8rement et organisez le transport vers l&#039;autre logement si n\u00e9cessaire. Si possible, offrez un surclassement ou un cadeau de bienvenue.<\/li>\n<li><strong>Suivi:<\/strong> Restez en contact avec l&#039;h\u00f4tel qui re\u00e7oit le client pour vous assurer que tout est pris en charge. Pr\u00e9sentez-lui vos excuses personnelles et, si n\u00e9cessaire, organisez le transport de retour \u00e0 votre h\u00f4tel.<\/li>\n<\/ul>\n<h2>Surr\u00e9servation et strat\u00e9gie de tarification<\/h2>\n<p>Ton <a href=\"https:\/\/www.revfine.com\/fr\/tactiques-strategiques-de-gestion-des-revenus\/\">strat\u00e9gie de prix<\/a> devrait s&#039;aligner sur votre approche de surr\u00e9servation\u00a0:<\/p>\n<ul>\n<li><strong>Profitez des chambres premium :<\/strong> Si les chambres standard sont survendues mais que des chambres premium sont disponibles, surr\u00e9servez les chambres d&#039;entr\u00e9e de gamme et proposez des surclassements gratuits.<\/li>\n<li><strong>Ajuster les prix en fonction de la demande :<\/strong> Si vous constatez fr\u00e9quemment des surventes, envisagez d&#039;ajuster les tarifs \u00e0 la hausse pour limiter la demande et maximiser les revenus. Des prix plus \u00e9lev\u00e9s peuvent g\u00e9n\u00e9rer de meilleurs rendements que des chambres enti\u00e8rement r\u00e9serv\u00e9es.<\/li>\n<\/ul>\n<h2>Ajustement des limites de surr\u00e9servation<\/h2>\n<p>Les limites de surr\u00e9servation doivent \u00e9voluer en fonction de l&#039;exp\u00e9rience de votre \u00e9tablissement et des mod\u00e8les de demande.<\/p>\n<ul>\n<li><strong>Augmenter les limites de surr\u00e9servation\u00a0:<\/strong> Si vous avez r\u00e9guli\u00e8rement des chambres vides en raison de non-pr\u00e9sentations ou d&#039;annulations, envisagez d&#039;augmenter vos limites de survente pour capturer plus de r\u00e9servations.<\/li>\n<li><strong>R\u00e9duire les limites de surr\u00e9servation :<\/strong> Si vous d\u00e9placez r\u00e9guli\u00e8rement des clients ou pouvez facilement vendre des chambres \u00e0 la derni\u00e8re minute, r\u00e9duisez les limites pour r\u00e9duire les perturbations des clients.<\/li>\n<\/ul>\n<h2>Pas de stress si vous \u00eates bien pr\u00e9par\u00e9 aux surr\u00e9servations<\/h2>\n<p>Une strat\u00e9gie de surr\u00e9servation bien ex\u00e9cut\u00e9e peut am\u00e9liorer les performances de votre h\u00f4tel en maximisant le taux d&#039;occupation et les revenus. Vous pouvez faire de la surr\u00e9servation un \u00e9l\u00e9ment gagnant de votre strat\u00e9gie de revenus en fixant des limites, en formant votre \u00e9quipe et en \u00e9quilibrant l&#039;exp\u00e9rience client avec les objectifs financiers. Mettez en \u0153uvre ces conseils pour garantir un fonctionnement plus fluide et des clients plus satisfaits.<\/p>\n<h2><i class=\"fb-icon-element-1 fb-icon-element fontawesome-icon fa-book-reader fas circle-yes fusion-text-flow fa-spin\" style=\"--awb-iconcolor:#212121;--awb-iconcolor-hover:#212121;--awb-circlecolor:#d4a763;--awb-circlecolor-hover:#d4a763;--awb-circlebordercolor:#d4a763;--awb-circlebordercolor-hover:#d4a763;--awb-circlebordersize:1px;--awb-font-size:22.88px;--awb-width:45.76px;--awb-height:45.76px;--awb-line-height:43.76px;--awb-margin-right:13px;\"><\/i><span style=\"text-decoration: underline;\">Guide gratuit<\/span>:Les avantages de la gestion des revenus<\/h2>\n<div class=\"first-sentence-half\">\n<p>En lisant ce guide, vous obtiendrez des informations pr\u00e9cieuses sur l&#039;impact de revenue management sur chaque service et apprendrez \u00e0 mettre en \u0153uvre des strat\u00e9gies de tarification qui augmentent les revenus, rationalisent les op\u00e9rations et am\u00e9liorent l&#039;exp\u00e9rience des clients.<\/p>\n<p><a href=\"https:\/\/www.revfine.com\/fr\/page\/guider-les-avantages-de-la-gestion-des-revenus\/\"><span style=\"text-decoration: underline; font-size: 12pt;\">Cliquez ici<\/span><\/a> pour t\u00e9l\u00e9charger le guide \u00ab<em>Les avantages de la gestion des revenus<\/em>\u00bb.<\/p>\n<div class='code-block code-block-1' style='margin: 8px 0; clear: both;'>\n<h3>Plus de conseils pour d\u00e9velopper votre entreprise<\/h3>\n<strong>Revfine.com<\/strong> est la plateforme de connaissances leader dans le secteur de l&#039;h\u00f4tellerie et du voyage. Les professionnels utilisent nos connaissances, nos strat\u00e9gies et nos conseils pratiques pour s&#039;inspirer, optimiser leurs revenus, innover dans leurs processus et am\u00e9liorer l&#039;exp\u00e9rience client.<br><br>\n\nD\u00e9couvrez des conseils d&#039;experts sur la gestion, le marketing, revenue management, les op\u00e9rations, les logiciels et la technologie dans notre <span style=\"text-decoration: underline;\"><a href=\"https:\/\/www.revfine.com\/fr\/category\/hotel-blog\/\">H\u00f4tel<\/a><\/span>, <span style=\"text-decoration: underline;\"><a href=\"https:\/\/www.revfine.com\/fr\/category\/hospitalite\/\">Hospitalit\u00e9<\/a><\/span>, et <span style=\"text-decoration: underline;\"><a href=\"https:\/\/www.revfine.com\/fr\/category\/voyager\/\">Voyages et tourisme<\/a><\/span> cat\u00e9gories.<\/div>\n\n<div class=\"fusion-reading-box-container reading-box-container-1\" style=\"--awb-title-color:#212121;--awb-margin-top:70px;--awb-margin-bottom:40px;\"><div class=\"reading-box\" style=\"background-color:#f6f6f6;border-width:1px;border-color:#f6f6f6;border-top-width:3px;border-top-color:var(--primary_color);border-style:solid;\"><div class=\"fusion-reading-box-flex\"><h2>Cet article est r\u00e9dig\u00e9 par notre partenaire expert RoomPriceGenie<\/h2><a class=\"button fusion-button button-default fusion-button-xlarge button-xlarge button-flat fusion-desktop-button fusion-tagline-button continue continue-right\" style=\"-webkit-box-shadow:none;-moz-box-shadow:none;box-shadow:none;border-radius:2px 2px 2px 2px\" href=\"https:\/\/www.revfine.com\/fr\/page\/roompricegenie\/\" target=\"_self\"><span>Page partenaire<\/span><\/a><\/div><a class=\"button fusion-button button-default fusion-button-xlarge button-xlarge button-flat fusion-mobile-button continue-right\" style=\"-webkit-box-shadow:none;-moz-box-shadow:none;box-shadow:none;border-radius:2px 2px 2px 2px\" href=\"https:\/\/www.revfine.com\/fr\/page\/roompricegenie\/\" target=\"_self\"><span>Page partenaire<\/span><\/a><\/div><\/div>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>Imaginez que vous \u00eates \u00e0 la r\u00e9ception, au milieu d&#039;une journ\u00e9e charg\u00e9e, lorsque vous r\u00e9alisez soudainement que vous \u00eates surbook\u00e9. Les clients continuent d&#039;affluer, mais vous savez que des conversations g\u00eanantes et des visages m\u00e9contents vous attendent. Mais la surr\u00e9servation ne doit pas n\u00e9cessairement \u00eatre chaotique. Lorsqu&#039;elle est effectu\u00e9e de mani\u00e8re strat\u00e9gique, elle peut augmenter le taux d&#039;occupation et les revenus. Cet article vous montrera comment ma\u00eetriser la surr\u00e9servation et transformer une situation stressante en une situation de stress.<\/p>","protected":false},"author":1,"featured_media":32982,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[805,752,761,799],"tags":[224],"class_list":["post-32981","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-direct-bookings","category-front-office","category-hotel-target-market","category-revenue-management-strategies","tag-roompricegenie"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v25.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Overbooking: How to Fill Rooms Without Upsetting Guests<\/title>\n<meta name=\"description\" content=\"This article will show you how to master overbooking without upsetting guests and turn a stressful scenario into a smooth process.\" \/>\n<meta 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