Unit 4: The guest cycle

Front Office Operations I Notes Third Semester

The guest cycle 

 

Pre-arrival:

The guest cycle is a fundamental concept in the hospitality industry that outlines the various stages a guest goes through during their stay. The guest cycle includes several stages: pre-arrival, arrival, occupancy, departure, and post-departure. In this answer, I will focus on the pre-arrival stage.

The pre-arrival stage is the first stage of the guest cycle, and it starts when a guest decides to visit a hotel or any other hospitality establishment. This stage is critical because it sets the tone for the entire guest experience. The following are the key activities that take place during the pre-arrival stage:

  1. Reservation: The guest makes a reservation for their stay, either through direct booking with the hotel or through an online travel agency. The hotel confirms the reservation, which includes the room type, dates of stay, and room rate.

  2. Communication: The hotel communicates with the guest via email, phone, or other means to provide information about the hotel and its services, as well as to confirm the reservation and answer any questions the guest may have.

  3. Special requests: The guest may make special requests, such as a specific room location, extra amenities, or dietary requirements. The hotel notes these requests and tries to accommodate them to the best of their ability.

  4. Payment: The guest may be required to pay a deposit or provide a credit card to guarantee the reservation.

  5. Confirmation: The hotel sends a confirmation email or letter to the guest, which includes the reservation details, room rate, and any special requests.

 

Arrival:

The arrival stage is the second stage of the guest cycle and begins when the guest arrives at the hotel. This stage sets the tone for the guest’s entire stay, and it is crucial to ensure a smooth and positive experience. The following are the key activities that take place during the arrival stage:

  1. Greeting: The guest is greeted by a member of the hotel staff, who provides a warm welcome and introduces themselves. This initial greeting sets the tone for the guest’s entire stay, so it’s important to make a good first impression.

  2. Check-in: The guest is directed to the check-in desk, where they provide their reservation details and identification. The front desk agent confirms the reservation and verifies the guest’s identity, then provides them with a room key or access card.

  3. Room assignment: The front desk agent assigns the guest a room based on their preferences, room availability, and any special requests.

  4. Information sharing: The front desk agent provides the guest with information about the hotel, such as the location of amenities like the restaurant, pool, and fitness center. They also provide the guest with any relevant information about their stay, such as breakfast times, check-out procedures, and hotel policies.

  5. Payment: The guest may be required to pay for their stay at this point, either in full or a deposit if they haven’t already done so during the pre-arrival stage.

  6. Luggage assistance: The hotel staff may offer to assist the guest with their luggage and escort them to their room.

  7. Room inspection: The guest inspects their room to ensure it meets their expectations and is free from any defects or issues. If there are any problems, they should be reported to the front desk immediately.

 

Occupancy and Departmental:

Occupancy Stage:

The occupancy stage is the third stage of the guest cycle and begins when the guest enters their room and ends when they check out. During this stage, the guest will use the hotel’s facilities and services, and the hotel staff will ensure that the guest’s needs are met. The following are the key activities that take place during the occupancy stage:

  1. Room service: The guest may request room service, which includes amenities such as fresh towels, linens, and toiletries. The hotel staff will deliver these items promptly to the guest’s room.

  2. Housekeeping: The hotel staff will clean and maintain the guest’s room during their stay, including making the bed, vacuuming, and restocking supplies.

  3. Concierge services: The hotel staff may offer concierge services, such as making dinner reservations, booking tours, and arranging transportation.

  4. Maintenance: The hotel staff will address any maintenance issues that arise during the guest’s stay, such as a broken appliance or leaky faucet.

  5. Guest requests: The guest may make requests for additional services or amenities, such as extra pillows or a late check-out. The hotel staff will do their best to accommodate these requests.

Overall, the occupancy stage is critical for ensuring that the guest’s needs are met and that they have a comfortable and enjoyable stay. The hotel staff must be attentive and responsive to the guest’s needs to ensure that their stay is pleasant.

Departure Stage:

The departure stage is the fourth stage of the guest cycle and begins when the guest checks out of the hotel. This stage is critical for ensuring that the guest’s departure is smooth and seamless. The following are the key activities that take place during the departure stage:

  1. Check-out: The guest returns their room key or access card and settles any outstanding balances or charges with the front desk.

  2. Billing: The hotel staff provides the guest with an itemized bill and may ask for feedback on their stay.

  3. Luggage assistance: The hotel staff may assist the guest with their luggage and escort them to their transportation if requested.

  4. Goodbye and thank you: The hotel staff says goodbye to the guest and thanks them for their stay.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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