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    FOS Module 2

    Uploaded by

    Batara Doel Zander
    The document describes the guest cycle which includes the pre-arrival, arrival, occupancy/in-stay, departure, and post-departure phases that a guest goes through during their hotel experience from making a booking to checking out and interactions with the hotel even after leaving. It provides details on the key processes that occur during each phase, such as guest room preparation and registration during arrival, room cleaning and dining services during occupancy/in-stay, and collecting payments and offering assistance during departure. The goal of the guest cycle is to ensure guests receive excellent service and have a positive experience at the hotel from their initial booking through their stay and after they have checked out.

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    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd

    FOS Module 2

    Uploaded by

    Batara Doel Zander
    72 views35 pages
    The document describes the guest cycle which includes the pre-arrival, arrival, occupancy/in-stay, departure, and post-departure phases that a guest goes through during their hotel experience from making a booking to checking out and interactions with the hotel even after leaving. It provides details on the key processes that occur during each phase, such as guest room preparation and registration during arrival, room cleaning and dining services during occupancy/in-stay, and collecting payments and offering assistance during departure. The goal of the guest cycle is to ensure guests receive excellent service and have a positive experience at the hotel from their initial booking through their stay and after they have checked out.

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    FOS-Module-2

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    The document describes the guest cycle which includes the pre-arrival, arrival, occupancy/in-stay, departure, and post-departure phases that a guest goes through during their hotel experience from making a booking to checking out and interactions with the hotel even after leaving. It provides details on the key processes that occur during each phase, such as guest room preparation and registration during arrival, room cleaning and dining services during occupancy/in-stay, and collecting payments and offering assistance during departure. The goal of the guest cycle is to ensure guests receive excellent service and have a positive experience at the hotel from their initial booking through their stay and after they have checked out.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    72 views35 pages

    FOS Module 2

    Uploaded by

    Batara Doel Zander
    The document describes the guest cycle which includes the pre-arrival, arrival, occupancy/in-stay, departure, and post-departure phases that a guest goes through during their hotel experience from making a booking to checking out and interactions with the hotel even after leaving. It provides details on the key processes that occur during each phase, such as guest room preparation and registration during arrival, room cleaning and dining services during occupancy/in-stay, and collecting payments and offering assistance during departure. The goal of the guest cycle is to ensure guests receive excellent service and have a positive experience at the hotel from their initial booking through their stay and after they have checked out.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    of 35

    FRONT OFFICE GUEST

    CYCLE
    WHAT IS GUEST CYCLE?
    The guest cycle is the complete
    experience that a guest goes through in
    a hotel: from making the booking to
    departure and the interaction with the
    hotel even after departure.
    GUEST CYCLE
    1.PRE-ARRIVAL
    PRE-ARRIVAL
    ➢Pre-arrival are operations performed by the hotel prior to guest
    arrival. Pre- arrival operations allow the hotel to prepare for the
    arrival of the guest. This would include guest room reservations,
    guest room preparation and guest request performed prior to arrival
    of guest.

    ➢Under this phase, supervisors inform the hotel staff on what to


    expect in terms of number of guests arriving. Guests attitude (for
    some hotels) and traffic to expect both in the rooms and lobby
    2.ARRIVAL
    ARRIVAL
    ➢The arrival stage of the guest cycle includes
    registration and rooming functions.
    ➢The first contact between the guest and the hotel is
    under this phase. This is also a crucial phase because
    this is where the hotel creates its first impression to
    the guest.
    REGISTRATION
    The registration process is the
    most important part of the hotel
    experience for a guest. It is during
    this time the lasting impressions
    are made.
    CHECK-IN PROCESS
    1. Greet the guest warmly
    A friendly and welcoming
    greeting can set the tone for
    the guest's entire stay. Make
    eye contact, smile, and use
    the guest's name (if you know
    it).
    2. Request identification

    Ask the guest for their ID,


    passport, or other valid form of
    identification. This is important
    for security and legal purposes,
    as well as to ensure that the
    guest is of legal age to rent a
    room.
    3. Verify the guest's information:

    Confirm the guest's name, contact


    information, and room
    preferences. If the guest has any
    special requests or needs, such as
    a crib or wheelchair-accessible
    room, note them in the reservation
    system.
    4. Establishing Payment Method

    Guests can pay in advance or at the


    time of checking-out. Those who have
    paid in advance are put under Paid-In-
    Advance (PIA) list. There are various
    modes of payment out of which a mode
    that guest prefers is recorded at the
    time of registration.
    4. Establishing Payment Method

    Following payment methods:

    Cash Payment (which also include money order, travelers’


    cheque).
    •Credit Card/Debit Card Payment (which are accepted only if
    the cards have not expired).
    •Cheque Payment (where post-dated cheques are not accepted).
    •Direct Billing.
    •Special Payment such as gift card and voucher.
    •The guests need to select one of the options of payment at the
    time of registration.
    5. Creating Registration Record

    When the guests arrive at the hotel, the front desk staff
    hands over the GRC to the guest to fill up the
    information. In case of VIPs, the staff enters the
    information on the card and receives the guest’s
    signature.
    The staff then creates a registration record of the guest,
    countersigns, attaches the true copies of the passport or
    other ID cards, and files this set in the guest history file.
    The guest reservation record is created as a registration
    record in the software system.
    6. Assign a Room

    Use the reservation system(PMS)


    to assign a room that meets the
    guest's needs and preferences.
    Explain the location of the room
    and any amenities that are
    included.
    7. Explain hotel policies

    Review the hotel's policies and


    procedures with the guest, such as
    check-out time, breakfast hours,
    and pool rules. Answer any
    questions the guest may have and
    provide them with a copy of the
    hotel's policies if requested.
    8. Issuing Room Keys or Access Code

    After the accommodation is assigned, the


    front office staff gives away the keys or the
    computerized secret code keys for
    accessing the accommodation.
    It is a general practice to not to speak
    anything about the room number or the
    computerized key loudly while giving it to
    the guest.
    9. Offer additional assistance

    Ask if the guest needs anything


    else or if there is anything you can
    do to make their stay more
    comfortable. Provide your name
    and contact information in case
    the guest has any questions or
    concerns during their stay.
    3. OCCUPANCY/ IN STAY
    OCCUPANCY/
    IN STAY
    ➢This phase describes the operations and services
    extended by the hotel during the stay of the guest.
    This would include but not limited to: room cleaning,
    reservations in different establishments by the front
    office team, laundry, outlet dining and other
    operations that has direct and indirect impact with
    guest.
    4. DEPARTURE
    DEPARTURE
    Departure phase includes operations performed
    by the hotel during the check-out of guest. A
    typical example under this phase, the front office
    team prepares the folio (guest billing) to ensure
    proper charging of guest.
    CHECK-OUT PROCESS
    1.Greet the guest
    As the guest approaches the front
    desk, greet them warmly and thank
    them for their stay. Ask if they
    enjoyed their stay and if there is
    anything you can do to improve
    their experience in the future.
    2. Confirm the guest's identity

    Ask the guest for their room


    number and ID to verify their
    identity. This is important to
    ensure that the correct guest is
    checking out and to prevent any
    unauthorized access to the room.
    3. Review the guest's account

    Check the guest's account to


    ensure that all charges are
    accurate and accounted for. If
    there are any discrepancies,
    address them with the guest and
    make the necessary adjustments.
    4. Request feedback

    Ask the guest for feedback on


    their stay, including any issues
    they encountered or areas for
    improvement. Take note of their
    comments and suggestions to
    help improve the guest
    experience in the future.
    5. Collect any outstanding charges

    If the guest has any


    outstanding charges, such as
    room service or parking fees,
    collect payment for these
    charges. Provide the guest
    with a receipt for their records.
    6. Return any deposits
    If the guest provided a
    deposit at check-in, return the
    deposit in the form of cash,
    credit, or a refund to their
    credit card.
    7. Offer assistance
    Ask if the guest needs any
    assistance with their luggage or
    transportation to their next
    destination. Provide directions or
    recommendations for local
    attractions, restaurants, or
    transportation options if requested.
    8. Say goodbye

    Thank the guest for


    choosing your hotel and for
    their stay. Wish them a safe
    and enjoyable journey and
    invite them to return in the
    future.
    4. POST-DEPARTURE
    POST-
    DEPARTURE
    This phase covers the event when the guest
    has already checked-out of the hotel. Under
    this phase, all information attained from the
    guest are properly stored in the system.

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