Charte d'acceuil

Tenue et Présentation :Toujours porter une tenue soignée et un badge nominatif.Confidentialité :Respecter la confidentialité des informations des clients.Politesse et Professionnalisme :Utilisez des formules de politesse et gardez un ton professionnel en toute circonstance.Formation Continue :Participer régulièrement à des sessions de formation pour améliorer l'accueil et le service client.

Règles Générales :

Proactivité :Anticipez les besoins des clients (offrir de l'eau, de l'aide avec les bagages, etc.).Personnalisation :Appelez les clients par leur nom si possible pour personnaliser l'interaction.Suivi :Faites un suivi pour vous assurer que le client est satisfait de la solution apportée.

Gestes de Service :

Réponse Rapide :Répondre dans les 3 sonneries.Salutation :"Bonjour, BRIT Hotel Thiais Orly, [votre prénom] à votre écoute, comment puis-je vous aider ?"Identification et Prise d'Informations :"Puis-je avoir votre nom, s'il vous plaît ? En quoi puis-je vous être utile aujourd'hui ?"Assistance :Offrir des solutions immédiates ou transférer l'appel si nécessaire.Fin de l'appel :"Merci d'avoir appelé le BRIT Hotel Thiais Orly, bonne journée/soirée et à bientôt !"

Accueil Téléphonique :

Accueil en Personne :Sourire et Contact Visuel :Accueillez chaque client avec un sourire sincère et un contact visuel direct.Salutation :"Bonjour et bienvenue au BRIT Hotel Thiais Orly ! Comment puis-je vous aider aujourd'hui ?"Identification :"Puis-je avoir votre nom pour vérifier votre réservation ?"Vérification des Détails :"Permettez-moi de vérifier vos détails de réservation, un instant s'il vous plaît."Orientation :"Votre chambre est située [indications], voici votre clé. Le petit-déjeuner est servi à partir de [heure] dans [lieu]."Assistance Supplémentaire :"Avez-vous besoin d'aide avec vos bagages ? Y a-t-il autre chose que je puisse faire pour vous ?"Au Revoir :"Je vous souhaite un excellent séjour ! N'hésitez pas à nous contacter si vous avez besoin de quoi que ce soit."are stories.

Accueil en Personne :

Écoute Active :Écoutez le client sans l'interrompre.Excuses et Empathie :"Je suis vraiment désolé(e) pour ce désagrément. Nous allons faire de notre mieux pour régler cela rapidement."Proposition de Solution :"Voici ce que nous pouvons faire pour vous : [solution proposée]. Cela vous convient-il ?"

Gestion des Réclamations en Face-à-Face :

CHARTE D'ACCUEIL

Attire and presentation:Always wear neat clothing and a name badge.Confidentiality:Respect the confidentiality of customer information.Politeness and professionalism:Use polite expressions and maintain a professional tone at all times.Continuing training:Regularly attend training sessions to improve reception and customer service.

General Rules :

Proactivity:Anticipate customers' needs (offer water, help with luggage, etc.).Personalisation:Call customers by name if possible to personalise the interaction.Follow-up:Follow up to ensure that the customer is satisfied with the solution provided.

Service gestures :

Quick Answer:Answer within 3 rings.Greeting: ‘Hello, BRIT Hotel Thiais Orly, [your first name] listening, how can I help you? “Identification and Enquiry: ”Can I have your name, please? How can I help you today? Assistance: Offer immediate solutions or transfer the call if necessary.End of call: ‘Thank you for calling BRIT Hotel Thiais Orly, have a nice day/evening and see you soon!

Telephone reception :

Smile and Eye Contact:Greet every guest with a genuine smile and direct eye contact.Greeting: ‘Hello and welcome to BRIT Hotel Thiais Orly! How can I help you today? ‘Identification: “May I have your name to check your booking? ”Checking Details: “Please allow me to check your booking details, one moment please. ”Orientation: ’Your room is located at [directions], here is your key. Breakfast is served from [time] in [location]. ‘Additional Assistance: ’Do you need help with your luggage? Is there anything else I can do for you? ‘Goodbye: ’I hope you have a great stay! Don't hesitate to contact us if you need anything. ‘are stories.

Home in Person :

Active listening: Listen to the customer without interrupting.Apologies and empathy: ‘I'm really sorry for this inconvenience. We'll do our best to sort it out quickly. ‘Solution Proposal: ’Here's what we can do for you: [proposed solution]. Is this right for you?

Face-to-face claims management :

WELCOME CHARTER

INFO

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An awesome presentation...

INFO

With Genially templates, you can include visual resources to leave your audience speechless. You can also highlight a specific phrase or data that will remain fixed in the memory of your audience, and even embed surprising external content: videos, photos, audios... Whatever you want!

To highlight super relevant data. 90% of the information we absorb comes through sight.

Here you can put a highlighted title

To create your interactive image...You can use a photograph or an illustration as a base. The important thing is for it to be very attractive to grab the attentionof your audience.With interactive images. Include additional information and display it with a click.

Visual content is a transcultural and universal language, just like music. We are capable of understanding images from millions of years ago, even from different cultures.

Surprise your audience with interactive images

Link

• Generate experiences with your content.
• Measure results and experiment.
• It has a WOW effect. Very WOW.
• Activate and surprise your audience.
• Make your audience remember the message.
• It is orderly, hierarchical, and structured.

We don't like to bore. We don't want to be repetitive. Communicating in the same way is boring and doesn't engage. We do it differently. We sabotage boredom. We create what the brain likes to consume because it stimulates it.

Here you can put a highlighted title

To create your interactive image...You can use a photograph or an illustration as a base. The important thing is for it to be very attractive to grab the attentionof your audience.With interactive images. Include additional information and display it with a click.

Visual content is a transcultural and universal language, just like music. We are capable of understanding images from millions of years ago, even from different cultures.

Surprise your audience with interactive images

• Represent data with graphics.
• Use timelines.
• It is animated and interactive.
• Excites the brain through multimedia elements.
• DO NOT exceed with bullet points 🙃​.

• Is clear and structured
• Tells stories hierarchically
• Matches your audience
• Customizes fonts and color to the theme
• Includes images and entertains

An awesome presentation...

INFO

With Genially templates, you can include visual resources to leave your audience speechless. You can also highlight a specific phrase or data that will remain fixed in the memory of your audience, and even embed surprising external content: videos, photos, audios... Whatever you want!

To highlight super relevant data. 90% of the information we absorb comes through sight.

Here you can put a highlighted title

Link

• Generate experiences with your content.
• Measure results and experiment.
• It has a WOW effect. Very WOW.
• Activate and surprise your audience.
• Make your audience remember the message.
• It is orderly, hierarchical, and structured.

We don't like to bore. We don't want to be repetitive. Communicating in the same way is boring and doesn't engage. We do it differently. We sabotage boredom. We create what the brain likes to consume because it stimulates it.

Here you can put a highlighted title

INFO

Visual content is a cross-cutting, universal language, like music. We are able to understand images from millions of years ago, even from other cultures.

With Genially templates, you can include visual resources to leave your audience speechless. You can also highlight specific phrases or data that will be etched into your audience's memory, and even embed external content that surprises: videos, photos, audios... Whatever you want!

Here you can put a highlighted title