GUEST CYCLE AND ROOM RESERVATIONS

The Guest Cycle

¢The guests of a hotel have four main stages of interaction with the hotel—at pre-arrival, arrival, stay, and departure. All guests go through the same procedure as they proceed from reservation to arrival and allotment of rooms, to their stay in the hotel, to the settlement of their bills and departure from the hotel. These various stages of activities constitute the guest cycle.

¢The guest cycle constitutes of following four distinct stages:

¢Pre-arrival

¢Arrival

¢Stay

¢Departure and Post Departure

Pre-arrival

 ¢The interaction between a guest and a hotel before the guest arrives at the hotel forms the pre-arrival phase of the guest cycle. Reservation is the most important pre-arrival activity. the functions of the front office in the pre-arrival phase include:

—Processing the reservation request of the guest.

—Creation of guest folio (in case the hotel has received any advance payment).

—Blocking the room for the guest.

—Making special arrangements for the guest (if required).

Arrival

 ¢Guests have their first face-to-face interaction with the hotel staff on their arrival at the hotel. This is a very critical stage as guests form an opinion about the standards and services that the hotel can provide to them. During this phase, guests are greeted by the front desk staff and the registration process begins. the functions of the front office on the arrival of a guest include:

—Reception and welcome of the guest (aarti, tilak, 

and garlanding, or offering welcome drink as per 

the policy of the hotel).

—Registration of the guest 

—Room rate and room assignment to the guest.

—Handing over the room key to the guest.

—Luggage handling of the guest by bell desk.

—Delivering the mails and messages that the 

hotel has received on behalf of the guest.

Stay

¢During this stage the guest gets a first-hand          

experience of the facilities and services offered by                                                                                

the hotel. These services and facilities are the most 

important part of a guest’s overall 

experience at a hotel. An excellent level of services 

would lead to the satisfaction of the guest, which 

would make him come back to the hotel and give 

positive feedback to other potential customers. The 

functions of the front office during the stay of a 

guest include:

¢Handling guest accounts

¢Message coordination

¢Key handling

¢Guest mail delivery

¢Guest paging

¢Safety deposit locker

¢Guest room change

¢Handling guest queries and complaints

¢Information about the hotel

¢Information about the city

¢Travel arrangements

Departure and Post 

departure

 ¢The maxim goes that ‘all’s well that                                                         ends well’. The front office should                                                               try to cover up any unpleasant                                                            episodes during a guest’s stay by                                                                   ensuring a smooth and hassle free                                                            departure of the guest. The functions

                                          

  of the front office at the departure 

stage are as 

follows:

¢Preparation and presentation of guest bills

¢Settlement of guest account

¢Luggage handling by the bell desk

¢Left luggage handling

¢Sales and marketing activity (future reservation

¢Farewell