| Summary_ The challenge met by the hotel is to attract clients that would prefer to go in more tourists neighborhoods than the 11th district of Paris and to guarantee their satisfaction by implementing an unconventional Quality policy to meet their expectations. Such a policy would normally be applied only in 4* and more luxurious hotels._ Objectives to be met: -* To increase revenues by raising the satisfaction ratio of the hotel -* To increase the fame of the hotel -* To increase its good reputation -* To demonstrate that le location at Nation do not prevent from hosting international satisfied clients who are accepting to pay the same price as next to Opera or on the Champs-Elysées_ Implementing new tools: -* Renovation of the hotel with the help of an interior designer and improvement of the rooms -* Implementation of a personalized welcome policy -* Training of the personnel and increased awareness of the importance of good comments. The final objective is to reach perfection at every level, from the reception to the top management, involving hotel staff and associated suppliers. -* Implementation of a house keeping division, same as in a palace, but adjusted to a smaller hotel -* Involvement of every member of the hotel staff -* New booking engine (Bookassit) coupled with a new expert software, Trust You, which provides a daily quotation of the hotel based on the clients’ comments, and alerts when negative comments arise. -* External consultation and analysis, through mystery shopper and other techniques, to list all the features to be enhanced._ Results achieved -* Improvement of the cash flow, less debtors, more direct bookings -* Winner of the Traveller’s Choice award -* Improvement of the average ratio of satisfaction on the major sites : Booking 8.6, Expedia 4.2, Hotels.com 4.3, Orbitz 4.4, Igogo ugo 5/55 N°1, Trust You score of 96/100 over 3,250 comments, TripAdvisor Top 30 with 578 Excellent comments -* Increased loyalty from the guests, with a new repeat business ratio of 30% of all our guests -* Less and less complaints for the clients, less stress upon the staff, relaxed relation between the staff and the clients |
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