{"id":5249,"date":"2020-05-27T19:05:23","date_gmt":"2020-05-27T19:05:23","guid":{"rendered":"https:\/\/blog.infraspeak.com\/?p=5249"},"modified":"2023-03-27T16:10:49","modified_gmt":"2023-03-27T16:10:49","slug":"recuperar-a-confianca-dos-hospedes","status":"publish","type":"post","link":"https:\/\/blog.infraspeak.com\/pt-br\/recuperar-a-confianca-dos-hospedes\/","title":{"rendered":"Como recuperar a confian\u00e7a dos h\u00f3spedes depois da quarentena"},"content":{"rendered":"<div id=\"bsf_rt_marker\"><\/div><p><span style=\"font-weight: 400;\">Depois da quarentena, o maior desafio do setor hoteleiro \u00e9 recuperar a confian\u00e7a dos h\u00f3spedes. Como provar que o seu hotel \u00e9 seguro? Como mostrar aos seus clientes que est\u00e1 tomando todas as precau\u00e7\u00f5es para evitar o cont\u00e1gio? Nessa situa\u00e7\u00e3o, as palavras de ordem s\u00e3o<em><strong> compliance<\/strong><\/em>,\u00a0<strong>honestidade, flexibilidade e generosidade<\/strong>.\u00a0<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><span style=\"font-weight: 400;\">Compliance: certificados para hot\u00e9is <\/span><i><span style=\"font-weight: 400;\">Covid-free<\/span><\/i><\/h2>\n<p><span style=\"font-weight: 400;\">A ideia dos hot\u00e9is e estabelecimentos covid-free \u00e9 cada vez mais popular em diversos pa\u00edses, especialmente na Europa. Muitos\u00a0<\/span>pa\u00edses t\u00eam certificados ou aplicativos que ajudam os h\u00f3spedes e as empresas a lidar com esses tempos incertos. As nossas apps Place Checkup e Clean &amp; Safe, essa \u00faltima desenvolvida em parceria com o Turismo de Portugal, d\u00e3o \u00e0s empresas uma lista de cuidados que devem cumprir. Ao mesmo tempo, os h\u00f3spedes ficam com a certeza de que o hotel est\u00e1 seguindo todas as recomenda\u00e7\u00f5es das autoridades de sa\u00fade.<\/p>\n<p>&nbsp;<\/p>\n<p>Voc\u00ea tamb\u00e9m pode complementar isso com uma estrat\u00e9gia \u201c<em>show, don\u2019t tell&#8221;<\/em>. Crie ajudas visuais que ajudam os h\u00f3spedes a encontrar os circuitos de seguran\u00e7a dentro do hotel, coloque desinfetante em todos os pontos de encontro, instale um vidro na rece\u00e7\u00e3o, e comece a incluir luvas, m\u00e1scaras e desinfectantes de bolso nos kits de higiene.<\/p>\n<p>&nbsp;<\/p>\n<h3>Place Checkup \u2014 uma solu\u00e7\u00e3o que j\u00e1 pode ser utilizada.<\/h3>\n<p>A <a href=\"http:\/\/placecheckup.com\/pt-br\/\">Place Checkup<\/a> \u00e9 uma plataforma gratuita, desenvolvida pela Infraspeak e apoiada pelo movimento #Tech4COVID19, que tem como objetivo ajudar os gestores de estabelecimentos abertos ao p\u00fablico a dar visibilidade para a forma como est\u00e3o <strong>executando procedimentos de limpeza e seguran\u00e7a necess\u00e1rios para a reduzir o cont\u00e1gio da COVID-19<\/strong>. Dessa forma, podem transmitir confian\u00e7a aos seus clientes na utiliza\u00e7\u00e3o dos espa\u00e7os.<\/p>\n<p>&nbsp;<\/p>\n<p><img fetchpriority=\"high\" decoding=\"async\" class=\"alignnone size-full wp-image-5023\" src=\"https:\/\/blog.infraspeak.com\/wp-content\/uploads\/2020\/05\/Mockup-new-min.png\" alt=\"Certificado Classe A da Place Checkup afixado na janela de um restaurante\" width=\"1500\" height=\"949\" srcset=\"https:\/\/blog.infraspeak.com\/wp-content\/uploads\/2020\/05\/Mockup-new-min.png 1500w, https:\/\/blog.infraspeak.com\/wp-content\/uploads\/2020\/05\/Mockup-new-min-300x190.png 300w, https:\/\/blog.infraspeak.com\/wp-content\/uploads\/2020\/05\/Mockup-new-min-768x486.png 768w, https:\/\/blog.infraspeak.com\/wp-content\/uploads\/2020\/05\/Mockup-new-min-1024x648.png 1024w\" sizes=\"(max-width: 1500px) 100vw, 1500px\" \/><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">Com a execu\u00e7\u00e3o de uma lista disponibilizada na plataforma, que inclui as recomenda\u00e7\u00f5es oficiais de entidades como a Organiza\u00e7\u00e3o Mundial de Sa\u00fade (OMS) e outras iniciativas de certifica\u00e7\u00e3o mundiais, \u00e9 poss\u00edvel obter o seu <\/span><b>Selo de Preven\u00e7\u00e3o COVID-19<\/b><span style=\"font-weight: 400;\"> de Classe A, B, ou C, que pode ser fixado na entrada do hotel.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">A plataforma <\/span><b>j\u00e1 est\u00e1 dispon\u00edvel e emitindo certificados<\/b><span style=\"font-weight: 400;\"> para estabelecimentos de qualquer tipo. Em breve, os consumidores ter\u00e3o acesso a um aplicativo que permite verificar o selo e o estado de preven\u00e7\u00e3o de qualquer estabelecimento, antes mesmo de sair de casa. N\u00e3o fique de fora! Registre-se e obtenha o seu certificado gratuito na hora:<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3><a href=\"http:\/\/placecheckup.com\/pt-br\/\">\u2192 Acessar a Place Checkup<\/a><\/h3>\n<p>&nbsp;<\/p>\n<h2><span style=\"font-weight: 400;\">Transpar\u00eancia: seja mais honesto com os seus h\u00f3spedes<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Ser transparente \u00e9 a melhor forma de reconquistar a confian\u00e7a dos seus h\u00f3spedes depois da quarentena. Explique aos seus h\u00f3spedes o que est\u00e1 fazendo para manter o hotel seguro (mantenha os hor\u00e1rios das limpezas fixados nas \u00e1reas comuns, por exemplo). Relembre-os, tamb\u00e9m, de cuidados que eles pr\u00f3prios devem ter, como lavar as m\u00e3os depois de encostarem em interruptores, ma\u00e7anetas, bot\u00f5es de elevador, etc.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Compartilhe os resultados de an\u00e1lises da qualidade da \u00e1gua e do ar. Assim, voc\u00ea acaba com qualquer d\u00favida sobre contamina\u00e7\u00e3o.<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\"> Mais uma vez, o <\/span><a href=\"https:\/\/placecheckup.com\/pt-br\/\"><span style=\"font-weight: 400;\">Place Checkup<\/span><\/a><span style=\"font-weight: 400;\"> \u00e9 seu melhor amigo no aumento da transpar\u00eancia com os h\u00f3spedes.<\/span><\/p>\n<p>&nbsp;<\/p>\n<h3><span style=\"font-weight: 400;\">Mantenha os seus h\u00f3spedes sempre informados<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Por melhor que seja o seu plano de conten\u00e7\u00e3o, \u00e9 quase imposs\u00edvel controlar tudo o que se passa ao seu redor. Em outras palavras, a sua pol\u00edtica de transpar\u00eancia tamb\u00e9m deve se estender ao que acontece fora do hotel. Mantenha os seus h\u00f3spedes informados sobre o n\u00famero de casos na sua regi\u00e3o e sobre qualquer outra informa\u00e7\u00e3o relevante das autoridades de sa\u00fade \u2013 lembre-se que muitos h\u00f3spedes podem nem saber onde encontrar informa\u00e7\u00f5es confi\u00e1veis, e isso vai passar mais seguran\u00e7a para eles.\u00a0<\/span><\/p>\n<p>&nbsp;<\/p>\n<h2><span style=\"font-weight: 400;\">Flexibilidade: termine com as d\u00favidas de seus clientes<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">\u00c9 natural que os h\u00f3spedes tenham mais receio de fazer reservas com muita anteced\u00eancia. O que acontece se o voo for cancelado ou se houver novas restri\u00e7\u00f5es nas fronteiras?<\/span><\/p>\n<p>&nbsp;<\/p>\n<p><span style=\"font-weight: 400;\">Enquanto a possibilidade de um segundo surto existir, temos que estar dispostos a aceitar que nenhum plano \u00e9 definitivo. A flexibilidade nas reservas \u00e9 essencial para recuperar a confian\u00e7a dos seus h\u00f3spedes depois da quarentena e dissipar d\u00favidas na hora de reservar. Por isso, aqui ficam algumas sugest\u00f5es:<\/span><\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">permitir o <strong>pagamento apenas no estabelecimento<\/strong>, de modo a que o cliente n\u00e3o tenha de ficar com saldo retido;\u00a0<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">permitir o <strong>cancelamento de reservas at\u00e9 uma data pr\u00f3xima<\/strong> da estadia (por exemplo, uma semana antes);<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">quando os h\u00f3spedes cancelam a reserva depois desse prazo, emita um <strong>voucher com uma validade estendida<\/strong> (pelo menos um ano)\u00a0<\/span>para que possam replanear a viagem;<\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">se o h\u00f3spede precisar fazer check-out antes do previsto, <strong>n\u00e3o cobre a totalidade da estadia<\/strong>;\u00a0<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">assegure os seus h\u00f3spedes que <strong>devolver\u00e1 o valor total da estadia<\/strong>, sem cobrar qualquer taxa de cancelamento, caso a viagem n\u00e3o se possa realizar devido ao cancelamento de voos ou por motivos de sa\u00fade p\u00fablica.\u00a0<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<h2><span style=\"font-weight: 400;\">Generosidade: um pacote completo para h\u00f3spedes em quarentena obrigat\u00f3ria<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Todos os seus h\u00f3spedes sabem que existe a hip\u00f3tese \u2013 mais ou menos remota, dependendo da evolu\u00e7\u00e3o da pandemia \u2013 de ficarem doentes durante a estadia no seu hotel. Por isso, tamb\u00e9m \u00e9 importante que eles percebam como ir\u00e1 lidar com esse cen\u00e1rio hipot\u00e9tico.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Assegure que ter\u00e3o uma estadia o mais confort\u00e1vel poss\u00edvel\u00a0 em quarentena caso o pior aconte\u00e7a:<\/span><\/p>\n<p>&nbsp;<\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">providencie servi\u00e7os de quarto e de lavandaria a h\u00f3spedes que tenham de ficar em isolamento sem qualquer custo adicional;<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">considere oferecer o acesso a diversas <strong>plataformas de streaming<\/strong> a h\u00f3spedes em isolamento, j\u00e1 que n\u00e3o poder\u00e3o\u00a0<\/span><span style=\"font-weight: 400;\">usufruir das \u00e1reas comuns do hotel;<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">tenha <b>computadores, v\u00eddeo games ou outros equipamentos eletr\u00f4nicos<\/b> dispon\u00edveis para ceder a h\u00f3spedes em quarentena nos seus quartos;<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">garanta aos seus h\u00f3spedes que ter\u00e3o acesso a <b>term\u00f4metros, antit\u00e9rmicos, analg\u00e9sicos e outros medicamentos<\/b> durante o isolamento no quarto;\u00a0<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">procure profissionais de sa\u00fade (m\u00e9dicos, enfermeiros e auxiliares) <b>fluentes em diversas l\u00ednguas<\/b> para que possam se comunicar melhor com o h\u00f3spede e acompanhar a evolu\u00e7\u00e3o do seu estado de sa\u00fade.\u00a0<\/span><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Aqui est\u00e1 a nossa lista de medidas que os hot\u00e9is podem aplicar para ganhar a confian\u00e7a dos h\u00f3spedes depois da quarentena.<\/p>\n","protected":false},"author":54,"featured_media":5151,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"content-type":"","footnotes":"","_wp_rev_ctl_limit":""},"categories":[617],"tags":[623],"class_list":["post-5249","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-hotelaria-varejo","tag-hotelaria-pt-br-2"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Como recuperar a confian\u00e7a dos h\u00f3spedes depois da quarentena &#8226; Infraspeak Blog<\/title>\n<meta name=\"description\" content=\"Aqui est\u00e1 a nossa lista de medidas que os hot\u00e9is podem aplicar para ganhar a confian\u00e7a dos h\u00f3spedes depois da quarentena.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" 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