{"id":48956,"date":"2022-04-05T11:55:27","date_gmt":"2022-04-05T09:55:27","guid":{"rendered":"https:\/\/www.wojo.com\/blog\/?p=48956"},"modified":"2023-08-01T19:35:51","modified_gmt":"2023-08-01T17:35:51","slug":"essentiels-experience-client-memorable-bureaux-in-hotel","status":"publish","type":"post","link":"https:\/\/www.wojo.com\/blog\/fr\/partenaires\/essentiels-experience-client-memorable-bureaux-in-hotel\/","title":{"rendered":"Les essentiels d\u2019une exp\u00e9rience client m\u00e9morable"},"content":{"rendered":"<p><!-- wp:paragraph --><\/p>\n<p><strong>En tant qu\u2019h\u00f4telier, vous le savez d\u00e9j\u00e0&nbsp;: une bonne exp\u00e9rience client est primordiale pour fid\u00e9liser vos clients. Alors, comment proposer une exp\u00e9rience de travail coh\u00e9rente et inspirante dans votre h\u00f4tel&nbsp;? Comment maximiser la satisfaction client, favoriser la fid\u00e9lisation et g\u00e9n\u00e9rer du cross selling ? D\u00e9couvrez les essentiels d\u2019une exp\u00e9rience client inspirante, et l\u2019accompagnement que vous apporte Wojo \u00e0 chaque \u00e9tape.<\/strong><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:heading --><\/p>\n<h2 class=\"wp-block-heading\">Wojo \u00e0 vos c\u00f4t\u00e9s \u00e0 chaque \u00e9tape de votre parcours client<\/h2>\n<p><!-- \/wp:heading --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p>Avant m\u00eame d\u2019accueillir vos premiers clients, <strong>nous vous aidons \u00e0 construire une offre coh\u00e9rente au sein de votre <a href=\"https:\/\/www.wojo.com\/blog\/fr\/partenaires\/rejoignez-la-nouvelle-offre-de-coworking-payant-wojo\/\" target=\"_blank\" rel=\"noreferrer noopener\">h\u00f4tel<\/a>. Wojo prend en charge la mise en place du partenariat<\/strong>, avec la cr\u00e9ation de votre page backoffice, la gestion et l\u2019am\u00e9lioration continue de la plateforme de backoffice, le suivi des retours clients, ainsi que le r\u00e9f\u00e9rencement de votre h\u00f4tel sur le site et l\u2019appli Wojo. Nous mettons \u00e0 votre disposition un outil de Presence Management avec Partoo, ainsi qu\u2019un guide de bonnes pratiques et des \u00e9l\u00e9ments de communication.<\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p>De votre c\u00f4t\u00e9, <strong>\u00e0 vous de jouer en local pour faire parler de ces nouvelles offres, d\u00e9ployer la signal\u00e9tique dans votre h\u00f4tel<\/strong>. Ces leviers sont cl\u00e9s pour assurer une bonne communication aupr\u00e8s des clients Wojo et susciter l\u2019int\u00e9r\u00eat de vos clients traditionnels. Sans oublier la formation de vos \u00e9quipes, primordiale dans le d\u00e9ploiement de ces nouvelles offres.<\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:heading --><\/p>\n<h2 class=\"wp-block-heading\">Exp\u00e9rience client avec Wojo&nbsp;: les essentiels pour pr\u00e9parer l\u2019accueil du client<\/h2>\n<p><!-- \/wp:heading --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><strong>Une exp\u00e9rience de travail r\u00e9ussie d\u00e9bute avant m\u00eame l\u2019arriv\u00e9e dans votre h\u00f4tel<\/strong>. <strong>La qualit\u00e9 de r\u00e9f\u00e9rencement de vos espaces de travail, leur description et la pr\u00e9cision des informations<\/strong> concernant vos offres sont d\u00e9terminantes pour d\u00e9clencher la r\u00e9servation.<\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p>Pour vous assurer que toutes les bases sont bien pos\u00e9es, voici les \u00e9tapes \u00e0 ne pas oublier.<\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p>1 \u2013 <strong>J\u2019ai bien rempli les informations (visuels et descriptifs) concernant mon \u00e9tablissement dans le back office Wojo \u00ab&nbsp;Ground&nbsp;\u00bb. J\u2019ai mis \u00e0 jour les horaires de mes services <\/strong>et m\u2019assure qu\u2019elles refl\u00e8tent bien ce que je propose dans mon h\u00f4tel.&nbsp;<\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p>2 \u2013 <strong>J\u2019ai inform\u00e9 mes \u00e9quipes des nouvelles offres distribu\u00e9es sur wojo.com<\/strong>. J\u2019ai transmis les acc\u00e8s Ground \u00e0 mes collaborateurs qui en ont besoin.<\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p>3 \u2013 <strong>Je me suis charg\u00e9.e d\u2019installer les \u00e9l\u00e9ments de signal\u00e9tique Wojo<\/strong> au sein de l\u2019h\u00f4tel&nbsp;: vitrophanie, pancarte d\u2019espace r\u00e9serv\u00e9, fl\u00e9chage, \u00e9l\u00e9ments qui valorisent mes services additionnels en tant qu\u2019h\u00f4telier (fitness, piscine, restaurant, etc.).<\/p>\n<p><strong>Vous n\u2019avez pas encore r\u00e9cup\u00e9r\u00e9 votre kit de communication Wojo int\u00e9grant tous ces \u00e9l\u00e9ments&nbsp;? Nous vous les avons r\u00e9unis <a href=\"https:\/\/drive.google.com\/drive\/folders\/1E72W3XU_Ef68FSTNdEyO0_E2aD8j4uK4?usp=sharing\" target=\"_blank\" rel=\"noreferrer noopener\">ici<\/a>&nbsp;!<\/strong> R\u00e9cup\u00e9rez en un clic&nbsp;:<\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:list --><\/p>\n<ul><!-- wp:list-item --><\/p>\n<li>La formation backoffice Ground, pour cr\u00e9er vos services de travail, mettre \u00e0 jour vos offres, vos horaires, ajouter des administrateurs, etc.&nbsp;;<\/li>\n<p><!-- \/wp:list-item --><\/p>\n<p><!-- wp:list-item --><\/p>\n<li>Votre kit de visibilit\u00e9 Wojo&nbsp;avec toute la signal\u00e9tique \u00e0 d\u00e9ployer au sein de votre h\u00f4tel pour accompagner visuellement l\u2019exp\u00e9rience client&nbsp;;<\/li>\n<p><!-- \/wp:list-item --><\/p>\n<p><!-- wp:list-item --><\/p>\n<li>L'affiche QR Code permettant la r\u00e9servation instantan\u00e9e de vos espaces de travail aux walk-ins.<\/li>\n<p><!-- \/wp:list-item --><\/ul>\n<p><!-- \/wp:list --><\/p>\n<p><!-- wp:heading --><\/p>\n<h2 class=\"wp-block-heading\">Exp\u00e9rience client&nbsp;: les essentiels pour bien accueillir les coworkers<\/h2>\n<p><!-- \/wp:heading --><\/p>\n<p><!-- wp:image {\"id\":48959,\"sizeSlug\":\"large\",\"linkDestination\":\"none\"} --><\/p>\n<figure class=\"wp-block-image size-large\"><img src=\"https:\/\/www.wojo.com\/blog\/wp-content\/uploads\/2022\/04\/Reception-experience-client-1024x683.jpg\" alt=\"\" class=\"wp-image-48959\"\/><\/figure>\n<p><!-- \/wp:image --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p>Une fois une demande de r\u00e9servation re\u00e7ue, <strong>une cha\u00eene d\u2019actions simples s\u2019encha\u00eene au sein de votre h\u00f4tel afin de cr\u00e9er une exp\u00e9rience de travail r\u00e9ussie et m\u00e9morable<\/strong>. La r\u00e9ception est le premier contact que le client Wojo aura avec votre \u00e9tablissement. Chaque d\u00e9tail est important pour lui laisser une bonne premi\u00e8re impression. <strong>Le parcours client et les services distribu\u00e9s doivent \u00eatre clairement connus de tous pour un accueil naturel et organis\u00e9<\/strong>.<\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p>4 \u2013 J\u2019ai re\u00e7u une notification de r\u00e9servation Wojo&nbsp;via Ground ou Mail. <strong>J\u2019identifie la nature de la r\u00e9servation, le profil du client, les horaires demand\u00e9s<\/strong>. Je la transmets \u00e0 mes \u00e9quipes en m\u2019assurant que l\u2019information est bien pass\u00e9e.<\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p>5 \u2013 <strong>Je pr\u00e9pare les espaces<\/strong>, en m\u2019assurant que tous les \u00e9l\u00e9ments requis sont bien \u00e0 disposition&nbsp;: mobilier ergonomique, prise, lumi\u00e8re naturelle, \u00e9loignement de l\u2019animation de l\u2019h\u00f4tel, etc. Par exemple, une pancarte \u00ab&nbsp;Place r\u00e9serv\u00e9e&nbsp;\u00bb au sein de l\u2019espace de coworking donne au client l\u2019impression d\u2019\u00eatre le bienvenu.<\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p>6 - <strong>J\u2019ai pr\u00e9vu avec mon \u00e9quipe un accueil sp\u00e9cifique<\/strong> pour&nbsp;les clients Wojo, d\u2019abord \u00e0 la r\u00e9ception. Je les emm\u00e8ne ensuite visiter les espaces en les aidant \u00e0 se projeter sur celui o\u00f9 ils vont travailler (coworking, bureaux privatifs ou salle de r\u00e9union).<\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p>7 - <strong>Je pr\u00e9pare un m\u00e9mo \u00e0 destination de mes \u00e9quipes r\u00e9ception, F&amp;B et commerciales qui reprend les \u00e9l\u00e9ments principaux de l\u2019offre Wojo<\/strong>. Ainsi, ils savent r\u00e9pondre \u00e0 d\u2019\u00e9ventuelles questions. Je m\u2019assure qu\u2019il soit toujours \u00e0 disposition \u00e0 la r\u00e9ception.<\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p>8 \u2013 <strong>Je pr\u00e9vois un discours d\u2019arriv\u00e9e<\/strong> rappelant tout ce qui est inclus dans la r\u00e9servation (F&amp;B par exemple).<\/p>\n<p>9 \u2013 <strong>J\u2019explique le processus de connexion Wi-Fi<\/strong>, en pr\u00e9voyant une notice explicative si besoin.<\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p>10 - <strong>Je pr\u00e9sente les services additionnels disponibles<\/strong> : menu du jour, salle de fitness, salles de r\u00e9union, etc. et je donne un contact \u00e0 solliciter pour r\u00e9pondre \u00e0 ces demandes.<\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p>11 \u2013 <strong>Je conduis le client Wojo \u00e0 sa place et je lui montre son poste de travail<\/strong>. Je m\u2019assure que les clients coworking et les clients de l\u2019h\u00f4tel ne soient pas m\u00e9lang\u00e9s, afin de garantir une atmosph\u00e8re propice au travail.<\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:heading --><\/p>\n<h2 class=\"wp-block-heading\">Exp\u00e9rience client&nbsp;: les essentiels pour une journ\u00e9e r\u00e9ussie du d\u00e9but \u00e0 la fin<\/h2>\n<p><!-- \/wp:heading --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p>Le client est bien install\u00e9&nbsp;? Il est important de ne pas l\u2019oublier pour autant, et de s\u2019assurer que tous ses besoins sont satisfaits.<\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p>12 \u2013 <strong>Je passe au moins une fois pour v\u00e9rifier que tout se passe bien<\/strong>. Je m\u2019assure que le client travaille dans de bonnes conditions (pas de clients h\u00f4tels ou enfants \u00e0 proximit\u00e9). Je donne des consignes dans ce sens si besoin.<\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p>13 \u2013 <strong>J\u2019explique au coworker o\u00f9 aller passer ses appels<\/strong> sans d\u00e9ranger les autres clients.<\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p>14 \u2013 <strong>J\u2019informe le client des possibilit\u00e9s de restauration dans mon \u00e9tablissement<\/strong>. Je rappelle aussi les r\u00e8gles&nbsp;:<strong> consommation obligatoire avec l\u2019offre de coworking gratuit (anciennement Spot), incluse si r\u00e9servation en coworking payant, snacking interdit, et 10% de r\u00e9duction inclus sur l\u2019offre F&amp;B<\/strong> de mon h\u00f4tel.<\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:heading --><\/p>\n<h2 class=\"wp-block-heading\">Exp\u00e9rience client&nbsp;: r\u00e9ussir son d\u00e9part aussi bien que le reste de la journ\u00e9e<\/h2>\n<p><!-- \/wp:heading --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p>La r\u00e9servation touche \u00e0 sa fin&nbsp;? <strong>Le client doit encore \u00eatre accompagn\u00e9 jusqu\u2019au bout<\/strong>&nbsp;afin de vous quitter sur l\u2019impression la plus positive possible.<\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:image {\"id\":48958,\"sizeSlug\":\"large\",\"linkDestination\":\"none\"} --><\/p>\n<figure class=\"wp-block-image size-large\"><img src=\"https:\/\/www.wojo.com\/blog\/wp-content\/uploads\/2022\/04\/Reception-hotel-experience-client-1024x769.jpg\" alt=\"\" class=\"wp-image-48958\"\/><\/figure>\n<p><!-- \/wp:image --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p>15 \u2013 <strong>Je v\u00e9rifie que tout s\u2019est bien pass\u00e9. J\u2019explique au client qu\u2019il va recevoir un mail de satisfaction<\/strong>, en lui demandant de prendre le temps d\u2019y r\u00e9pondre car ses commentaires aideront Wojo et l\u2019h\u00f4tel \u00e0 am\u00e9liorer la solution.<\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p>16 \u2013 <strong>Je lui propose de noter l\u2019h\u00f4tel sur la fiche Google My Business<\/strong> et de laisser un avis sur son exp\u00e9rience de travail.<\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p>17 \u2013 <strong>Je reste \u00e0 l\u2019\u00e9coute des retours clients<\/strong>, et je r\u00e9fl\u00e9chis avec mon \u00e9quipe aux \u00e9volutions \u00e0 apporter pour am\u00e9liorer la qualit\u00e9 de service. Quelles nouvelles offres proposer \u00e0 cette client\u00e8le&nbsp;? Comment se faire conna\u00eetre plus largement&nbsp;? Etc.<\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p>28 \u2013 <strong>Je remonte \u00e0 Wojo toutes les suggestions<\/strong> d\u2019am\u00e9lioration formul\u00e9es de vive voix par les clients.<\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><strong>Vous avez coch\u00e9 toutes les cases&nbsp;? Aucun doute, les clients garderont un souvenir m\u00e9morable de leur exp\u00e9rience de travail dans votre h\u00f4tel, et reviendront d\u00e8s que l\u2019occasion s\u2019en pr\u00e9sentera&nbsp;!<\/strong><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p>Vous avez des questions&nbsp;? Notre \u00e9quipe reste \u00e0 votre disposition pour \u00e9changer, il suffit <a href=\"mailto:marie.debranche@wojo.com\" target=\"_blank\" rel=\"noreferrer noopener\">de nous \u00e9crire<\/a>&nbsp;! <\/p>\n<p><!-- \/wp:paragraph --><\/p>\n<p><!-- wp:separator {\"opacity\":\"css\"} --><\/p>\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n<!-- \/wp:separator --><\/p>\n<p><!-- wp:paragraph --><\/p>\n<p><!-- \/wp:paragraph --><\/p>\n","protected":false},"excerpt":{"rendered":"<p>En tant qu\u2019h\u00f4telier, vous le savez d\u00e9j\u00e0&nbsp;: une bonne exp\u00e9rience client est primordiale pour fid\u00e9liser vos clients. Alors, comment proposer une exp\u00e9rience de travail coh\u00e9rente et inspirante dans votre h\u00f4tel&nbsp;? Comment maximiser la satisfaction client, favoriser la fid\u00e9lisation et g\u00e9n\u00e9rer du cross selling ? D\u00e9couvrez les essentiels d\u2019une exp\u00e9rience client inspirante, et l\u2019accompagnement que vous [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":48957,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"podcast_url_v2":"","footnotes":""},"categories":[576],"tags":[265],"class_list":["post-48956","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-partenaires","tag-nouveaux-modes-de-travail"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Bureau in-hotel : les essentiels d&#039;une exp\u00e9rience client m\u00e9morable<\/title>\n<meta name=\"description\" content=\"Bureau in-hotel : Wojo vous livre les essentiels d&#039;une exp\u00e9rience client r\u00e9ussie. 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