{"id":25133,"date":"2026-02-09T09:56:47","date_gmt":"2026-02-09T08:56:47","guid":{"rendered":"\/?p=25133"},"modified":"2026-02-09T10:51:46","modified_gmt":"2026-02-09T09:51:46","slug":"ce-qui-se-passe-en-coulisses-lexcellence-de-notre-service-client","status":"publish","type":"post","link":"\/fr\/news-resources\/blog\/ce-qui-se-passe-en-coulisses-lexcellence-de-notre-service-client\/","title":{"rendered":"Ce qui se passe en coulisses : l\u2019excellence de notre service client"},"content":{"rendered":"<p>Un s\u00e9jour h\u00f4telier qui se d\u00e9roule sans accroc donne souvent l\u2019impression que tout est simple. Pourtant, derri\u00e8re cette fluidit\u00e9 apparente, un travail minutieux et souvent invisible<strong> s\u2019op\u00e8re en arri\u00e8re-plan<\/strong>. Les \u00e9quipes du <strong>Customer Service Office (CSO)<\/strong> Goelett s\u00e9curisent chaque r\u00e9servation d\u2019h\u00f4tel afin que les voyageurs n\u2019aient\u2026 rien \u00e0 g\u00e9rer.<\/p>\n<p><strong>\u00a0<\/strong><\/p>\n<h2><strong>Une organisation pens\u00e9e \u00e0 l\u2019\u00e9chelle du groupe<\/strong><\/h2>\n<p>Au sein de S4BT, le service client h\u00f4telier repose sur une organisation \u00e0 la fois globale et locale. Une approche que r\u00e9sume tr\u00e8s bien Anabelle Laskar, Global Customer Service Director :<\/p>\n<p>\u00ab Toutes les entit\u00e9s du groupe disposent de leurs propres services clients, construits selon leur culture, leurs m\u00e9thodes de travail et les attentes locales. L\u2019enjeu n\u2019est pas de tout standardiser, mais de mettre en place une vision commune et une m\u00eame excellence de service, en s\u2019appuyant sur des \u00e9quipes expertes, des process adapt\u00e9s et les bons outils. \u00bb<\/p>\n<p>Cette philosophie permet d\u2019assurer une qualit\u00e9 de service homog\u00e8ne \u00e0 l\u2019\u00e9chelle du groupe, tout en conservant l\u2019agilit\u00e9 n\u00e9cessaire pour r\u00e9pondre aux r\u00e9alit\u00e9s de chaque march\u00e9. Pour Goelett, cela se traduit par un pilotage pr\u00e9cis et proactif des <strong>r\u00e9servations h\u00f4teli\u00e8res<\/strong>, avant, pendant et apr\u00e8s le s\u00e9jour.<\/p>\n<p><strong>\u00a0<\/strong><\/p>\n<h2><strong>Un travail invisible\u2026 et essentiel<\/strong><\/h2>\n<p>Monika Ma\u0142ka, Customer Service Director, Goelett, met en lumi\u00e8re cette dimension invisible mais essentielle :<\/p>\n<p><em><img decoding=\"async\" class=\"alignleft\" src=\"https:\/\/ca.slack-edge.com\/T02S68NF4UU-U0335NAC3B5-3f90871b45b8-512\" alt=\"Profile photo for Monika Malka\" width=\"191\" height=\"191\" \/>\u00ab Chez Goelett, une grande partie de notre valeur r\u00e9side dans ce que les voyageurs ne voient pas. Gr\u00e2ce \u00e0 des processus rigoureux et \u00e0 un suivi proactif, plus que 80\u202f% des incidents de paiement sont r\u00e9solus meme avant le check-in, sans jamais interrompre l\u2019exp\u00e9rience du voyageur. Celui-ci avance sereinement, sans se douter qu\u2019une action corrective a parfois \u00e9t\u00e9 n\u00e9cessaire en coulisses, et c\u2019est exactement ainsi que cela doit fonctionner. \u00bb<\/em><\/p>\n<p>Ce travail invisible est au c\u0153ur de la mission du CSO : anticiper plut\u00f4t que r\u00e9agir. Chaque r\u00e9servation fait l\u2019objet d\u2019une analyse attentive, int\u00e9grant le contexte, le niveau de risque et les signaux faibles pouvant indiquer un incident potentiel. L\u2019objectif est clair : s\u00e9curiser la r\u00e9servation et garantir un check-in sans surprise, quelles que soient les circonstances.<\/p>\n<p>Au-del\u00e0 des 80\u202f% d\u2019incidents r\u00e9solus avant le s\u00e9jour, notre \u00e9quipe CSO reste mobilis\u00e9e \u00e0 chaque instant, assurant une continuit\u00e9 de service, sans interruption, partout dans le monde. M\u00eame lorsqu\u2019un impr\u00e9vu survient sur place &#8211; parfois dans un pays lointain, avec une barri\u00e8re linguistique &#8211; <strong>la majorit\u00e9 des probl\u00e8mes restants est rapidement r\u00e9solue<\/strong>, o\u00f9 que se trouve le voyageur.<\/p>\n<p>Multilingues, expertes de l\u2019h\u00f4tellerie et du business travel, nos \u00e9quipes prennent le relais, dialoguent avec les partenaires locaux et s\u00e9curisent le s\u00e9jour. Pour le voyageur, cela signifie un <strong>s\u00e9jour serein, sans souci, avec une \u00e9quipe CSO pr\u00e9sente \u00e0 chaque instant pour anticiper et r\u00e9soudre tout impr\u00e9vu<\/strong>.<\/p>\n<p>Pour s\u00e9curiser chaque r\u00e9servation, nos \u00e9quipes CSO de Goelett s\u2019appuient sur :<\/p>\n<ul>\n<li><strong>Des processus intelligents et \u00e9volutifs<\/strong>, capables de s\u2019adapter \u00e0 chaque r\u00e9servation selon son contexte et son niveau de risque<\/li>\n<li><strong>Un accompagnement expert et sur mesure<\/strong>, avec des contr\u00f4les renforc\u00e9s d\u00e8s qu\u2019une situation le n\u00e9cessite<\/li>\n<li><strong>Une gestion proactive des incidents<\/strong>, fond\u00e9e sur une surveillance continue et des alertes anticip\u00e9es, pour agir avant tout impact sur le s\u00e9jour<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>L\u2019excellence du service h\u00f4telier ne se mesure pas uniquement \u00e0 ce qui est visible. Elle se ressent. Elle se manifeste dans la capacit\u00e9 \u00e0 g\u00e9rer les risques en amont et \u00e0 assurer un parcours de voyage sans interruption, pour que le voyageur puisse se concentrer sur ses priorit\u00e9s professionnelles.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Un s\u00e9jour h\u00f4telier qui se d\u00e9roule sans accroc donne souvent l\u2019impression que tout est simple. Pourtant, derri\u00e8re cette fluidit\u00e9 apparente, un travail minutieux et souvent invisible s\u2019op\u00e8re en arri\u00e8re-plan. Les \u00e9quipes du Customer Service Office (CSO) Goelett s\u00e9curisent chaque r\u00e9servation d\u2019h\u00f4tel afin que les voyageurs n\u2019aient\u2026 rien \u00e0 g\u00e9rer. \u00a0 Une organisation pens\u00e9e \u00e0 l\u2019\u00e9chelle [&hellip;]<\/p>\n","protected":false},"author":8,"featured_media":25138,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[28],"tags":[],"class_list":["post-25133","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-articles-2"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v26.0 (Yoast SEO v26.6) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Ce qui se passe en coulisses : l\u2019excellence de notre service client - Goelett<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"\/fr\/news-resources\/blog\/ce-qui-se-passe-en-coulisses-lexcellence-de-notre-service-client\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Ce qui se passe en coulisses : l\u2019excellence de notre service client\" \/>\n<meta property=\"og:description\" content=\"Un s\u00e9jour h\u00f4telier qui se d\u00e9roule sans accroc donne souvent l\u2019impression que tout est simple. Pourtant, derri\u00e8re cette fluidit\u00e9 apparente, un travail minutieux et souvent invisible s\u2019op\u00e8re en arri\u00e8re-plan. Les \u00e9quipes du Customer Service Office (CSO) Goelett s\u00e9curisent chaque r\u00e9servation d\u2019h\u00f4tel afin que les voyageurs n\u2019aient\u2026 rien \u00e0 g\u00e9rer. \u00a0 Une organisation pens\u00e9e \u00e0 l\u2019\u00e9chelle [&hellip;]\" \/>\n<meta property=\"og:url\" content=\"\/fr\/news-resources\/blog\/ce-qui-se-passe-en-coulisses-lexcellence-de-notre-service-client\/\" \/>\n<meta property=\"og:site_name\" content=\"Goelett\" \/>\n<meta property=\"article:published_time\" content=\"2026-02-09T08:56:47+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2026-02-09T09:51:46+00:00\" \/>\n<meta property=\"og:image\" content=\"\/wp-content\/uploads\/2026\/02\/CSO-1.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"800\" \/>\n\t<meta property=\"og:image:height\" content=\"800\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Marta\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"Marta\" \/>\n\t<meta name=\"twitter:label2\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"\/fr\/news-resources\/blog\/ce-qui-se-passe-en-coulisses-lexcellence-de-notre-service-client\/#article\",\"isPartOf\":{\"@id\":\"\/fr\/news-resources\/blog\/ce-qui-se-passe-en-coulisses-lexcellence-de-notre-service-client\/\"},\"author\":{\"name\":\"Marta\",\"@id\":\"\/#\/schema\/person\/88c76d0746f49e50f4b8b8ba95a7514e\"},\"headline\":\"Ce qui se passe en coulisses : l\u2019excellence de notre service client\",\"datePublished\":\"2026-02-09T08:56:47+00:00\",\"dateModified\":\"2026-02-09T09:51:46+00:00\",\"mainEntityOfPage\":{\"@id\":\"\/fr\/news-resources\/blog\/ce-qui-se-passe-en-coulisses-lexcellence-de-notre-service-client\/\"},\"wordCount\":645,\"publisher\":{\"@id\":\"\/#organization\"},\"image\":{\"@id\":\"\/fr\/news-resources\/blog\/ce-qui-se-passe-en-coulisses-lexcellence-de-notre-service-client\/#primaryimage\"},\"thumbnailUrl\":\"\/wp-content\/uploads\/2026\/02\/CSO-1.jpg\",\"articleSection\":[\"Articles\"],\"inLanguage\":\"fr-FR\"},{\"@type\":\"WebPage\",\"@id\":\"\/fr\/news-resources\/blog\/ce-qui-se-passe-en-coulisses-lexcellence-de-notre-service-client\/\",\"url\":\"\/fr\/news-resources\/blog\/ce-qui-se-passe-en-coulisses-lexcellence-de-notre-service-client\/\",\"name\":\"Ce qui se passe en coulisses : l\u2019excellence de notre service client - 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