Guest Cycle

I-Guest Cycle:
 The guest cycle describes the activities that each guest passes by from the moment
he/she calls to communicate a reservation inquiry till he/she departs from the hotel. In
fact, the guest cycle encompasses 4 different stages, which are depicted in the underneath
diagram:

Pre-Arrival  Arrival  Occupancy  Departure

 Each stage of the guest cycle is associated guest service, and guest accounting activity
(ies).

1. Guest services:

Reservation  Registration  Occupancy services  Check-out and history

2. Guest Accounting:

Establishment of credits  Posting charges  Night auditing  settlement of accounts

 Below is a description of the activities undertaken at each stage of the guest cycle:

1. Pre-arrival:
 At the pre-arrival stage, the hotel must create for every potential guest a reservation
Record. Doing this initiates the hotel guest cycle. Moreover, reservation records help
personalize guest services and appropriately schedule needed staff and facilities
 The reservation department should, then, complete all the pre-registration activities and
prepare guest folios (applicable only for automated systems). Doing so will eventually
maximize room sales by accurately monitoring room availability and forecasting room
revenues

2. Arrival:
 At the arrival stage, registration and rooming functions takes place and the hotel
establishes a business relation-ship with the guest.
 The check-in clerk should determine the guest’s reservation status (i.e. pre-registered
guests versus walk-ins). Later, he/she shall prepare a registration record or make the
guest sign the already-printed pre-registration record (under some of the semi-automated
and all fully automated systems).
 The registration records shall include the following personal and financial items:
a) Personal information:
1. Name and Surname of the guest along with billing address, telephone number,
and any other coordinates
2. Passport number, birth certificate, and/or driving license number (whatever
applicable)
3. Any special needs or requests
 4. Guest Signature
b) Financial information:
1. Date of arrival
2. Expected date of departure or length of stay depending on how the system in
the hotel is designed
3. Assigned room number
4. Assigned room rate
5. Guest's intended method of payment
 Registration records can be used for various purposes:
a) Satisfy guest needs
b) Forecast room occupancies
c) Settle properly guest accounts
d) Establish guest history records at check-out [personal & financial information]
e) Assign a room type and a room rate for each guest
f) Determine long-run availability [i.e. reservation information] versus short-run
availability [i.e. room status]
g) Satisfy special categories of guests such as disabled people through barrier-free
designs

3. Occupancy:
 At the occupancy stage, the front office department shall coordinate guest services in a
timely and accurate manner. Moreover, front office clerks should encourage repeat
guests by paying a great attention to guest complaints. This is ensured by placing
complaint and/or suggestion cards in every public place and revenue centers in the hotel.
Moreover, the hotel shall, at least on a daily basis, collect comment cards, proceed with
their analysis, and provide positive feedback to guest as soon as possible.
 In addition, shall design effective procedures in order to protect the funds and valuables
of guests. This might be ensured through guest key control, property surveillance, safe
deposit boxes, and well designed emergency panels and exits…
 Another activity at occupancy is to process posting of guest charges [i.e. post room
rates, F&B charges, additional expenses, and taxes…] to various guest folios, master
Folios… While doing so, front office clerks shall continuously check for deviations from
the house limit, and take corrective measures as to change the status of the guest to Paid-
in-advance. Finally, front office clerks shall periodically review Account Balances in
coordination with the night auditor.

4. Departure:
 At the departure stage, the guest shall be walked out of the hotel. Moreover, front office
clerks shall create guest history record. Finally, cashiers shall settle guest account
outstanding balances [i.e.: balance the Guest account to 0]
 In general, a proper checkout occurs when the guest:
a) Vacates the room
b) Receives an accurate settlement of the guest account
c) Returns room keys
d) Leaves the hotel
 At departure, checkout personnel should encourage guests to consider returning to the
hotel on any future date. That's why cashiers should act like a true sales person, and
might eventually accept guest future reservations. That way, the stages of the guest cycle
become really a cycle (i.e. start from where it ends).
 If at departure, the guest account is not fully settled, then late charges accumulate. In
such an undesired case, the responsibility of collection lies within the accounting
department, however the front office department shall provide all necessary types of
information to make this collection easier, quicker, and feasible.

II- Front Office Systems:

 Until the 1960's, nearly all hotels were operating under the manual system. At late 70's,
with the introduction of computers, hotels shifted to semi-automated systems. Nowadays,
most of the five-star hotels operate under the fully automated system. Below is a brief
description of the three different systems under which hotels might operate.
1. Non-automated [manual] systems: This very system is the one characterized by the
sole usage of hands. In fact, all formats, procedures, and different kinds of
calculations are done manually.
2. Semi-automated [Electro-mechanical] systems: This system gets use of some Electro-
mechanical equipment. In fact, under the semi-automated system, each department
might have its own computer system under which it handles all its operations.
3. Fully automated [computer based] systems: That's the best system ever used in the
hotel industry. In fact, it is characterized by the excessive use of departmental
software package programs integrated and connected to a main frame or terminal
situated at the front office department.

III-Guest Cycle under Three Different Systems:

 At this stage, it is essential to notice that the following stages of the guest cycle under
the three different systems do not conflict with each other. In fact, the only differences
are due to the nature of the system use. Therefore, what will be discussed above is not the
repetition of the sequence; rather only differences will be highlighted.

1. Non-automated systems:
A- Pre-arrival activities:
At the pre-arrival stage, reservation requests should be introduced in a loose-leaf
notebook or index card. Moreover, only reservations up to 6 months horizons shall be
honored. Lastly, it is not practical, under this very system, to issue reservation
confirmation numbers, initiate pre-registration activities (at the exception of VIP and
groups) and prepare occupancy forecasts. The reason is time and money loss along with
insufficient labor force to manually conduct all the above mentioned activities.

B- Arrival activities:
 At the arrival stage, guests shall either sign a page in the registration book or fill
manually a registration record. Under this very system, the most widely used front office
equipment is the room rack, in which registration records are inserted to serve as room
rack slips. Moreover, registration books and records shall be time stamped as an internal
control proving when the guest exactly came, who registered him/her…Lastly; guest
folios shall be opened for each registered guest.

C- Occupancy activities:
 Under the occupancy activities, registration records shall be prepared with multi-copies.
In fact, one copy shall be distributed to room rack, another stamped to the guest folio,
another given to switchboard operators, and a final copy handed to the uniformed service
personnel. Lastly, guests with charge privileges charges and payments shall be posted to
respective guest folios.

D- Departure activities:
At departure stage, cashiers should settle each guest account's outstanding balance and
get room keys back from guests. Moreover, cashiers shall notify the housekeeping
department that the room is no more occupied (i.e. room status change) to let this very
department clean the room and prepare it for new arrivals. In addition, cashiers shall
remove room rack slips from room racks to indicate departure. Lastly, these very rack
slips of departed guests shall be filed in a cardboard box to serve as a guest history record

2. Semi-automated systems:
 This very system is less common in small and middle size hotels. For, these very hotels,
financially wise, might not afford the huge investments associated with the installation of
different hardware and software.
 The main advantage of this very system over manual system is that various reports can
automatically be generated. However, the major disadvantages associated with this
system are various complexities of operating and controlling devices due to the fact that
this equipment are not integrated with other systems and are subject to frequent
maintenance problems.

A- Pre-arrival activities:
 At this very stage, guests can either call a national reservation network or directly
contact the hotel. Moreover, reservation clerks can prepare pre-registration records, guest
folios, and information rack slips.

B- Arrival activities:
 At this very stage, already reserved guests shall verify their pre-registration forms and
have only to sign it. On the other hand, walk-ins shall complete a multiple copy
registration record from the beginning.

C- Occupancy activities:
 At the occupancy stage, in order to track the different guest charge expenditures and all
other possible guest transactions, hotels get an intensive use of various kinds of vouchers.
Moreover, the most widely used equipment, under this very stage, is the mechanical cash
registers and front office posting machines. Lastly, under this very stage, night auditor
shall continuously resolve any discrepancy in guest accounts and efficiently reconcile
guest folios.
D- Departure activities:
 At this very stage, cashiers shall relay room status information to the housekeeping
department. Moreover, they should place registration records of departed guests in
property’s guest history files.

4. Fully automated systems:

A- Pre-arrival activities:
 Under this stage, the reservation department is equipped with a software package,
which is interfaced and connected with one or more central reservation office(s).
Moreover, the reservation department can automatically generate letters of confirmation,
produce requests for guest deposits and handle pre-registration activities for all types of
guests and generate daily expected arrival lists, occupancy and revenue forecast lists…

B- Arrival activities:
 At this stage, various reservation records can be transferred to front office department.
Moreover, hotels might be equipped with an on-line credit authorization terminals for
timely Credit Card Approval, self check-in / check-out terminals. Lastly, all guest
charges and payments are saved in electronic guest folios.
 As far as walk-ins are concerned, all registration activities should be initiated from the
very beginning.

C- Occupancy activities:
 Under this very stage, guest purchases at different revenue outlets are electronically
transferred and posted to appropriate guest accounts. Moreover, the front office
department can run and process continuous trial balances and, therefore, eliminate the
tedious work for the Night Auditor.

D- Departure activities:
 At this very stage, cashiers can automatically produce bills to be sent to various
guests with direct billing privileges and create electronic guest history records.

IV- Front Office Forms:

 At different stages of the guest cycle different forms are used depending on which
operating system a hotel chooses. Below are some of the common forms used:

1. Pre-arrival activities:
a) Reservation record or a reservation file
b) Letter of confirmation
c) Reservation rack and reservation rack slips

2. Arrival activities:
a) Registration card (or record) or registration file
b) Room rack and room rack slips
3. Occupancy activities:
a) Guest folio: shall be of duplicate forms and pre-numbered for cross-indexing control
purposes
b) Vouchers: support documents detailing facts of a transaction, but does not replace the
source document (i.e. the invoice). Examples of vouchers might include charge
vouchers, allowance vouchers, paid-out voucher, and correction vouchers…
c) Information rack slips

4. Departure activities:
a) Credit card vouchers
b) Cash vouchers
c) Personal check vouchers
d) Transfer vouchers
e) Guest history records

V- Front Office Functional Organization:

 Whatsoever system and setting the hotel might use, it should reflect easy access to the
equipment, forms, and supplies necessary. Moreover, the setting shall reflect position
flexibility. Moreover, nowadays trend shows that traditional mail, message, and key racks
are unnecessary at the Front Desk. Rather, they shall be stored in drawers or slots located
under or away from the Front Desk. For, this would ensure security and safety of guests.

1. Front Desk designed alternatives:

a) Circular or semi-circular structure: this very structure provides an effective service to
more guests and appears more modern and innovative but since guests will approach
the Front Desk from all angles, more staff is needed.
b) Traditional straight desk: Under this very design, fewer staff is needed, but fewer
guests can be served at the same time.
c) Deskless environment: Under this design, there is no Front Desk at all. This is usually
replaced by a hostess, or steward welcoming the guest, seating him or her on a
chair/sofa, and conduct registration activities there while, for example, having a
cocktail or a drink.

VI- Front Office Equipment:

1. Room rack
2. Mail, message, and key racks
3. Reservation racks
4. Information racks
5. Folio trays or folio buckets
6. Account posting machine
7. Voucher racks
8. Cash registers
9. Telephone equipment