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Bathroom Cartel

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Submitted By celano9x
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En jeu de la gestion des ressources humaines dans l’hôtel * mettre en place et gérer la politique salariale, les embauches, démissions et licenciement, la paie, prévoir les plans de carrière et les formations pour les membres du personnel, évaluer régulièrement chaque employé pour optimiser le temps et les compétences qu’il met au service de l’hôtel et de sa clientèle. * Mise en place des règlements intérieurs légaux pour la bonne marche de l’entreprise, négocier et signer les contrats de travail pour le compte du propriétaire, gérer les informations, les recrutements, les bonus et mettre en place toutes les lois sociales applicables dans le pays concerné, veillez au respect des lois sociales.
Problème : L’hôtel rencontre des problèmes dans plusieurs services et département, ce qui une forte influence sur les chiffres d’affaires réalisés, et sur la satisfaction de la clientèle qui sont des objectifs majeurs de l’établissement.
L’image de marque de notre hôtel pourrait aussi être touchée, ce qui pourra causer des retombés stratégiquement négatifs.

Utiliser la méthode QQOQCP pour mieux comprendre le problème

Quoi? : on pose cette question pour une meilleur description du problème.
- l’insatisfaction des clientèles
- Les services mal traités
=> Qui diminuent le chiffre d’affaire
Qui ? La question permet une meilleure description des acteurs ou personnes concernées
Les employés sont moins motivés, moins performance => mauvais service => insatisfaction des clients
Où ? Où le problème apparaît t’il ? Dans quel lieu , quel service? Hébergement Animation Restauration
Quand ? Depuis quand nous avons ce problème, quelle est sa fréquence ? Et quand le problème a t il découvert
1 ans (résultats comparés aux ceux de même période des années précédentes)
Comment se produit le problème ?
Les équipements ne répondent pas aux besoins des clients
Manque d’évènement et de diversité d’animation
Les services de restauration ne sont pas à niveau
Pourquoi ?
- Manque d’investissement
- Les personnels sont moins performances, moins motivés
- Recrutement les personnels incompétences

et a cote de la questionnaire, nous avons préparé aussi une grille d’évaluation pour savoir si les clients sont satisfaire de notre service de chambre.

| Réponse | Quoi ? | -Insatisfaction des clientèles - Service mal traité | Qui ? | -Les clients-Les employés sont moins motivés, moins performance | Où ? | -Services d’hébergement-Service d’animation-Service de restauration | Quand ? | - Depuis 1 ans | Comment ? | - Les équipements ne répondent pas aux besoins des clients-Manque d’évènement et de diversité d’animation -Les services de restauration ne sont pas à niveau | Pourquoi ? | - Manque d’investissement- Les personnels sont moins performances, moins motivés- Recrutement les personnels incompétences |

Solution :
- Enquête de satisfaction des clientèles (avis, suggestion), boites idée aux personnels
- Accompagnement les employés qui ont des difficultés d’une politique de formation (via un tuteur interne, ou via une agence)
- partenariat avec les écoles hôtelière (pour reformer les moins compétences et les nouvelles recrues)
- Bousculer les habitudes pour aller de l’avant: laisser un coup d’oeil à ceux qui ont des bons compétences et déterminer les points à améliorer et choisir une formation adaptée
- Changement de poste, évoluer dans son poste : prendre en charge de nouvelles responsabilité, de nouvelles mission. (Sans pression)
- Prime en fonction des résultats => augmenter la performance des employés
- L’exemplarité, socle du management : c’est très important d’être capable de tomber la veste et de faire, si nécessaire, le travail soi même - Séminaire de team building pour améliorer la cohésion de groupe
- améliorer la gestion des sites internets: Recruter un web marketeur pour remonter l’image de d’hôtel à travers des sites web ou les réseaux sociaux (facebook, tw) attirer les clients et les fidélisés

http://www.lhotellerie-restauration.fr/journal/emploi/2013-03/Faire-evoluer-ses-salaries-pour-creer-une-dynamique.htm http://www.blog-assistantes.fr/2011/09/27/assistants-quatre-etapes-pour-evoluer-professionnellement/?subscribe=invalid_email http://www.qualiteonline.com/dossier-17-la-demarche-qualite-de-service.html

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