Stage à l'hôtel Ibis Style d'Arlon

Mise en situation

• The student is completing an internship at a hotel, specifically the Ibis Style d'Arlon hotel.
• The focus of their internship is the analysis of customer demand.
• The hotel, Ibis Style d'Arlon, has 78 rooms with Wi-Fi, suitable for customers with reduced mobility, and three meeting rooms.
• It has a 24-hour restaurant/bar and vending services.
• Private parking is available only upon reservation.
• Pets are allowed.
• Ibis is the leading brand of budget hotels in Europe and Accor group.
• It operates in over 100 countries.
• Its brands include Sofitel, Pullman, MGallery,Novotel, Mercure, Suitehotel, Ibis, All seasons, Etap Hotel, Formule 1 and Motel 6.
• These consist of 4,000 hotels and 500,000 rooms.
• The student's internship includes familiarizing with the hotel's environment, then analyze customer demands.

Connaissance de l'environnement professionnel

• The hotel's staff need to understand the company's services.
• They should be up-to-date on information like names, contact numbers, company brochures, and product details.
• The staff must maintain precise and current information to aid customers and provide accurate guidance.

Caractériser l'offre de services de l'organisation

• The goal is to understand the services offered by the hotel.
• The staff need to be aware of all available services offered, for example, types of meals.
• 24-hour food and drinks are offered including choices for different tastes and needs

L'accueil et les services de l'hôtel Ibis

• The hotel's employees are dedicated to service and support throughout the day, ensuring customer satisfaction every hour and every day.
• Services include assistance with calls or delivery of requested items such as meals or beverages at any time.
• Several services are available 24 hours/24 such as transfers, fax, snacks.

Services de restauration

• The hotel offers 24-hour food and drink service at the reception area, including hot and cold dishes
• Various meal times and menus are available.
• Breakfast is served from 4 am to 12 pm with various options.

La carte Ibis

• The hotel has a loyalty program offering discounts of 10% on purchases.
• Guarantee of a room reservation 2 days in advance or holding the reserved room until 16:00.
• The customer service is available 24 hours / 7 days.
• Personalized welcome.

Les engagements Ibis

• The hotel is ISO 9001 certified for quality assurance within its accommodation, food, and drinks services.
• Customer satisfaction is prioritized 24/7

Classification des services d'une organisation

• Services are categorized into base services, related services, and complementary services.
• The base service is the core function of the organization.
• Related services support the base service (e.g., booking services).
• Complementary services enhance the experience (e.g., internet access).

La segmentation des clients

• Understanding customer characteristics helps tailor services to various needs.

Les cibles de clientèle de l'hôtel Ibis Style d'Arlon

• The hotel mainly serves tourists and business travelers looking for overnight stays, and those seeking facilities for meetings.
• The hotel’s service adapts to accommodate business needs with meeting rooms and high-speed internet.

Fonction, services de l'organisation

• To effectively direct customers to the right staff members, a thorough understanding of the hotel's structure, services, and staff responsibilities is crucial.
• The staff should have access to the company's organizational chart (organigramme).

Les différents types de questions

• Different types of questions can assist in comprehending customer needs and addressing their issues or concerns

Formuler des questions au client

• Various ways to formulate questions for clients based on various circumstances.
• The goal is to be concise, clear, and respectful.
• Different types of questions help to capture different types of client’s needs and concerns.

Détecter les besoins complémentaires

• Recognizing and fulfilling unstated needs, particularly when addressing the needs of repeat customers.

Qualifier la demande

• Categorizing customer needs to understand the underlying issues or problems being addressed.
• Recognizing the type of need, whether it is a request for a service, an expression of dissatisfaction, or a formal complaint.
• Identifying urgency to prioritize important issues and requests

Détecter une urgence

• Prioritize urgent requests.
• Examples of urgent requests include service issues and requests for special services.