{"id":6488,"date":"2023-05-21T20:00:41","date_gmt":"2023-05-21T18:00:41","guid":{"rendered":"https:\/\/revfine.com\/?p=6488"},"modified":"2025-09-17T20:19:52","modified_gmt":"2025-09-17T18:19:52","slug":"conseils-pour-ameliorer-le-service-client-hotelier","status":"publish","type":"post","link":"https:\/\/www.revfine.com\/fr\/tips-improve-hotel-customer-care\/","title":{"rendered":"Conseils pour am\u00e9liorer le service client de votre h\u00f4tel"},"content":{"rendered":"<p><em>De nos jours, les h\u00f4teliers ne peuvent pas se contenter de se fier aux \u00e9quipements, \u00e0 l&#039;apparence ou aux services standardis\u00e9s de leurs h\u00f4tels ; ils doivent en proposer davantage. La satisfaction des clients est la cl\u00e9 du succ\u00e8s dans le secteur h\u00f4telier. La satisfaction des clients est de plus en plus importante et il est devenu indispensable pour les h\u00f4teliers de conna\u00eetre les besoins de leurs clients. Les h\u00f4teliers doivent donc faire des efforts pour se d\u00e9marquer de la concurrence.<\/em><\/p>\n<h2>3 conseils pour am\u00e9liorer le service client de votre h\u00f4tel<\/h2>\n<p>Vous trouverez ci-dessous trois conseils utiles qui vous aideront \u00e0 am\u00e9liorer le service client de votre h\u00f4tel.<\/p>\n<h2><span style=\"font-size: 16pt;\">1. Offrir une exp\u00e9rience exclusive sur mesure<\/span><\/h2>\n<p>Des termes comme <em>\u00ab Vente incitative \u00bb<\/em> ou <em>\u00ab Vente crois\u00e9e \u00bb<\/em> sont \u00e0 la mode ces jours-ci, mais que signifient-ils et comment pouvons-nous en profiter ?<\/p>\n<p><em>\u00ab Vente incitative \u00bb<\/em> ou <em>\u00ab Vente crois\u00e9e \u00bb<\/em> Les strat\u00e9gies am\u00e9lioreront votre taux de satisfaction client simplement en faisant des choses simples et subtiles comme vendre une version plus ch\u00e8re du service que votre client ach\u00e8te (up-selling) ou vendre un service suppl\u00e9mentaire pour compl\u00e9ter ce que votre client ach\u00e8te (cross-selling). Beaucoup connaissent peut-\u00eatre d\u00e9j\u00e0 leur signification, mais seuls quelques-uns savent comment utiliser ces outils pour accro\u00eetre le succ\u00e8s de leur h\u00f4tel. Cela fera une diff\u00e9rence pour les clients de votre h\u00f4tel si cela est fait correctement.<\/p>\n<p>Pour ne pas forcer une situation qui pourrait nuire \u00e0 l&#039;image de l&#039;h\u00f4tel, vous devez \u00eatre prudent et faire une chose parfaitement avant toute autre : conna\u00eetre votre client. \u00c9tablir le profil des clients est le meilleur moyen de conna\u00eetre votre client, ses pr\u00e9f\u00e9rences et ses besoins sp\u00e9cifiques potentiels. Conna\u00eetre toutes ces informations avant l&#039;arriv\u00e9e ou au moment de l&#039;enregistrement est essentiel si vous souhaitez offrir \u00e0 votre client des surclassements ou des services suppl\u00e9mentaires et marquer un point en le faisant.<\/p>\n<p><div class='ai-viewports ai-viewport-1 ai-viewport-2 ai-insert-7-28322832' style='padding: 10px 5px 20px 5px;' data-insertion-position='prepend' data-selector='.ai-insert-7-28322832' data-insertion-no-dbg data-code='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' data-block='7'><\/div>\n<script>\n  ai_run_189227577944 = function(){ai_insert_viewport_code ('ai-insert-7-28322832');};\n  if (document.readyState === 'complete' || (document.readyState !== 'loading' && !document.documentElement.doScroll)) ai_run_189227577944 (); 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else document.addEventListener ('DOMContentLoaded', ai_run_713524716890);\n<\/script>\n<\/p>\n<p>Cependant, les h\u00f4teliers ont beaucoup de clients diff\u00e9rents, et il peut parfois \u00eatre difficile de suivre les besoins de chaque client sans aucune aide. Il existe plusieurs options sur le march\u00e9 pour vous aider \u00e0 suivre les besoins de chaque client, vous aidant \u00e0 g\u00e9rer votre propri\u00e9t\u00e9, vos r\u00e9servations et l&#039;exp\u00e9rience des clients. Ce type de logiciel vous permettra d&#039;offrir un service exclusif et personnalis\u00e9 \u00e0 chaque client, maximisant ainsi votre <a href=\"https:\/\/www.revfine.com\/fr\/hotel-metrics-guest-experience\/\">L&#039;exp\u00e9rience des invit\u00e9s<\/a>.<\/p>\n<p>La collecte des donn\u00e9es correctes et la connaissance de la mani\u00e8re et du moment d&#039;utiliser ces informations d\u00e9termineront votre capacit\u00e9 \u00e0 offrir un service exceptionnel. Proposer un surclassement de chambre pour un anniversaire, un service de spa pour une personne venant de l&#039;\u00e9tranger ou l&#039;inciter \u00e0 participer \u00e0 des activit\u00e9s de loisirs en ville en fonction de ses go\u00fbts. Il existe des millions de possibilit\u00e9s \u00e0 explorer et \u00e0 essayer. Vos invit\u00e9s appr\u00e9cieront.<\/p>\n<h2><span style=\"font-size: 16pt;\">2. Utilisez les avantages de la technologie<\/span><\/h2>\n<p>Le secteur de l&#039;h\u00f4tellerie ne fait pas exception. La technologie et l&#039;intelligence artificielle fa\u00e7onnent l&#039;avenir du service client, des PMS, moteurs de r\u00e9servation et logiciels qui vous permettent de suivre les pr\u00e9f\u00e9rences des clients aux chatbots qui vous aident \u00e0 g\u00e9rer vos requ\u00eates plus efficacement et plus rapidement. Ils peuvent tous contribuer \u00e0 r\u00e9duire les co\u00fbts tout en am\u00e9liorant l&#039;exp\u00e9rience client.<\/p>\n<p>Il est prouv\u00e9 par plusieurs <a href=\"https:\/\/www.hubspot.com\/stories\/artificial-intelligence\" target=\"_blank\" rel=\"noopener noreferrer\">\u00e9tudes<\/a> Les clients ne pr\u00eatent pas beaucoup d&#039;attention \u00e0 la personne ou \u00e0 ce qui les aide, il s&#039;agit donc d&#039;un robot ou d&#039;un vrai humain. Les clients semblent satisfaits des r\u00e9sultats tant que la r\u00e9ponse est efficace et utile. C&#039;est une excellente nouvelle car <a href=\"https:\/\/www.revfine.com\/fr\/increase-direct-bookings-hotel-chatbot\/\">chatbots<\/a> Les chatbots permettent aux h\u00f4teliers de b\u00e9n\u00e9ficier d&#039;un service client 24h\/24 et 7j\/7, principalement lorsque vos agents humains ne sont pas disponibles. Ils se sont av\u00e9r\u00e9s tr\u00e8s utiles pour r\u00e9pondre aux requ\u00eates impliquant des questions et des t\u00e2ches pr\u00e9d\u00e9finies. N\u00e9anmoins, il est important de se rappeler que l&#039;objectif principal est de fournir le meilleur service client possible. Vous ne devez pas remplacer toutes les interactions humaines par un service client. Il est plut\u00f4t sugg\u00e9r\u00e9 d&#039;utiliser des chatbots pour cr\u00e9er une exp\u00e9rience plus immersive en combinant l&#039;intelligence artificielle et la sagesse humaine. Par exemple, passez \u00e0 des agents humains chaque fois que la conversation devient complexe ou plus approfondie.<\/p>\n<p>Un mondial <a href=\"https:\/\/www.technologyreview.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">enqu\u00eate<\/a> du MIT montre qu&#039;entre 25% et 50% de toutes les requ\u00eates des clients sont d\u00e9sormais enti\u00e8rement trait\u00e9es et r\u00e9solues via des canaux automatis\u00e9s, comme <a href=\"https:\/\/hijiffy.com\/?utm_source=Revfine.com&amp;utm_medium=Expert%20Partner&amp;utm_campaign=Revfine.com\" target=\"_blank\" rel=\"noopener noreferrer\">HiJiffy<\/a> Plateforme de communication. Cette tendance devrait se d\u00e9velopper et aucun h\u00f4telier ne devrait la manquer.<\/p>\n<h2><span style=\"font-size: 16pt;\">3. Mesurer le service client<\/span><\/h2>\n<p>Comme dans tout autre secteur, il est essentiel de disposer des indicateurs appropri\u00e9s pour continuer \u00e0 am\u00e9liorer la satisfaction de vos clients. La question est de savoir comment savoir si vous collectez les bonnes donn\u00e9es et comment les interpr\u00e9ter correctement. Vous trouverez ci-dessous trois fa\u00e7ons de v\u00e9rifier si vous le faites correctement.<\/p>\n<p><img decoding=\"async\" class=\"alignnone size-full wp-image-6601\" src=\"https:\/\/www.revfine.com\/wp-content\/uploads\/2025\/07\/Tips-Measure-hotel-customer-care.png\" alt=\"Conseils - Mesurer le service client d&#039;un h\u00f4tel\" width=\"1020\" height=\"847\" srcset=\"https:\/\/www.revfine.com\/wp-content\/uploads\/2025\/07\/Tips-Measure-hotel-customer-care-300x249.png 300w, https:\/\/www.revfine.com\/wp-content\/uploads\/2025\/07\/Tips-Measure-hotel-customer-care.png 1020w\" sizes=\"(max-width: 1020px) 100vw, 1020px\" \/><\/p>\n<h3>Argent suppl\u00e9mentaire d\u00e9pens\u00e9<\/h3>\n<p>Lorsque les clients sont satisfaits de votre service, ils sont susceptibles de d\u00e9penser plus d&#039;argent et d&#039;accepter les ventes incitatives et crois\u00e9es mentionn\u00e9es pr\u00e9c\u00e9demment. Garder une trace de la fr\u00e9quence \u00e0 laquelle cela se produit et des montants suppl\u00e9mentaires d\u00e9pens\u00e9s est un bon indicateur de la satisfaction du client et vous permettra de savoir s&#039;il y a quelque chose \u00e0 am\u00e9liorer.<\/p>\n<h3>Niveau d&#039;engagement client<\/h3>\n<p>Le niveau de communication entre les clients et l&#039;h\u00f4tel est un indicateur important pour d\u00e9terminer le niveau d&#039;engagement et d&#039;int\u00e9r\u00eat des clients. Il est essentiel de r\u00e9pondre \u00e0 chaque commentaire, question ou avis, quelle que soit la plateforme de communication. Si vous pouvez g\u00e9rer vos communications \u00e0 partir d&#039;une seule plateforme, vous r\u00e9ussirez votre service client.<\/p>\n<h3>Le bouche \u00e0 oreille<\/h3>\n<p>Rien n&#039;a plus de valeur qu&#039;une recommandation de quelqu&#039;un en qui vous avez confiance. C&#039;est pourquoi il est tr\u00e8s important de garder une trace des anciens clients qui vous recommandent par bouche-\u00e0-oreille. Les recommandations peuvent se transformer en une mine d&#039;or si elles sont bien faites. 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else document.addEventListener ('DOMContentLoaded', ai_run_932538546374);\n<\/script>\n<\/p>\n<p><strong>Mettre les choses en perspective, c&#039;est \u00e9couter vos clients, comprendre leurs besoins potentiels et leur offrir un traitement personnalis\u00e9. En collectant des donn\u00e9es et en mettant en \u0153uvre ces strat\u00e9gies, vous pouvez faire passer votre h\u00f4tel \u00e0 l&#039;\u00e9tape suivante et laisser vos concurrents derri\u00e8re vous. Il s&#039;agit d&#039;am\u00e9liorer la satisfaction client pour augmenter la fid\u00e9lit\u00e9 de vos clients envers votre h\u00f4tel.<\/strong><\/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>","protected":false},"excerpt":{"rendered":"<p>De nos jours, les h\u00f4teliers ne peuvent plus seulement compter sur les commodit\u00e9s, l&#039;apparence ou les services standardis\u00e9s de leurs h\u00f4tels ; ils doivent offrir plus. Des clients satisfaits sont la cl\u00e9 du succ\u00e8s dans l&#039;h\u00f4tellerie. La satisfaction client est de plus en plus importante, et conna\u00eetre les besoins de vos clients est devenu un incontournable pour les h\u00f4teliers. Les h\u00f4teliers doivent donc faire des efforts pour se d\u00e9marquer de la concurrence. 3 conseils pour<\/p>","protected":false},"author":1,"featured_media":6490,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[804,754,760],"tags":[177],"class_list":["post-6488","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-guest-communication","category-hotel-operations-management","category-hotel-strategies","tag-hijiffy"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Tips to Improve Your Hotel\u2019s Customer Care | Revfine.com<\/title>\n<meta name=\"description\" content=\"In this article you find 3 useful tips that will help you to improve your Hotel\u2019s Customer Care, so you can distinguish yourself from the competition.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.revfine.com\/fr\/conseils-pour-ameliorer-le-service-client-hotelier\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Tips to Improve Your Hotel\u2019s Customer Care | Revfine.com\" \/>\n<meta property=\"og:description\" content=\"In this article you find 3 useful tips that will help you to improve your Hotel\u2019s Customer Care, so you can distinguish yourself from the competition.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.revfine.com\/fr\/conseils-pour-ameliorer-le-service-client-hotelier\/\" \/>\n<meta property=\"og:site_name\" content=\"Revfine.com\" \/>\n<meta property=\"article:published_time\" content=\"2023-05-21T18:00:41+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-09-17T18:19:52+00:00\" \/>\n<meta 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