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    Guest Cycle in A Hotel

    Uploaded by

    Bilha Wambui
    The document outlines the five stages of a guest's cycle in a hotel: 1) Pre-arrival where reservations are made. 2) Arrival where guests are welcomed and registered. 3) Stay where guests experience hotel services like rooms and amenities. 4) Departure where guests check-out and pay their bill. 5) Post-departure where the hotel follows up with guests to maintain relationships for future visits. Each stage involves specific functions and activities to ensure a positive guest experience from initial contact through follow up after their stay.

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    © All Rights Reserved
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    Guest Cycle in A Hotel

    Uploaded by

    Bilha Wambui
    47 views2 pages
    The document outlines the five stages of a guest's cycle in a hotel: 1) Pre-arrival where reservations are made. 2) Arrival where guests are welcomed and registered. 3) Stay where guests experience hotel services like rooms and amenities. 4) Departure where guests check-out and pay their bill. 5) Post-departure where the hotel follows up with guests to maintain relationships for future visits. Each stage involves specific functions and activities to ensure a positive guest experience from initial contact through follow up after their stay.

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    Guest cycle in a Hotel

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    The document outlines the five stages of a guest's cycle in a hotel: 1) Pre-arrival where reservations are made. 2) Arrival where guests are welcomed and registered. 3) Stay where guests experience hotel services like rooms and amenities. 4) Departure where guests check-out and pay their bill. 5) Post-departure where the hotel follows up with guests to maintain relationships for future visits. Each stage involves specific functions and activities to ensure a positive guest experience from initial contact through follow up after their stay.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    47 views2 pages

    Guest Cycle in A Hotel

    Uploaded by

    Bilha Wambui
    The document outlines the five stages of a guest's cycle in a hotel: 1) Pre-arrival where reservations are made. 2) Arrival where guests are welcomed and registered. 3) Stay where guests experience hotel services like rooms and amenities. 4) Departure where guests check-out and pay their bill. 5) Post-departure where the hotel follows up with guests to maintain relationships for future visits. Each stage involves specific functions and activities to ensure a positive guest experience from initial contact through follow up after their stay.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 2

    Guest cycle in a Hotel

    1 Pre Arrival: This is the very first stage of the guest life cycle. This happens even before the

    guest comes to the hotel. At this stage the guest may contact the hotel for reservation. if the

    rooms are not available the guest is informed accordingly. If the rooms are available reservation

    is received and confirmed. The various functions that take place from the time a reservation is

    received to the time a guest is received are.

    (a) Receiving the reservation, recording it on the reservation form.

    (b) Enter the reservation details in the system and note the reservation confirmation number

    generated by the system.

    (c) Convey the reservation confirmation number to the guest.

    (d) This stage also involves taking guarantee for the reservations.

    (e) Rooms are blocked if required

    (f) Pre registration cards are prepared for all the reserved guests

    (g) Meal coupons are prepared as per the plan of various guests reserved.

    (h) Preparations are being made to receive the guest.

    2 Arrival: This is a stage when the guest arrives at the hotel. The guest has to be received in a

    very pleasing way and make the guest feel very comfortable. The following activities take place

    during arrival of the guest.

    (a) Wish and welcome the guest.

    (b) Receive the guest in the most hospitable manner.

    (c) Registering the guest - The details of the guest are entered in the registration card such as

    name, address, contact number, date of arrival, date of departure, type of room and room

    number, and also the mode of bill payment.

    (d) The guest goes through the details on the registration card and approves it by signing it.

    (e) Room is allotted and room key card prepared and handed over to the guest.

    3. Stay: The third phase in the guest cycle is stay. This is the stage when the guest stays in the

    hotel and experiences the hospitality of the hotel. This is an important phase and it has a great

    impact on the satisfaction of the guest .The various services which the guest

    experiences during the stay in the hotel are


    a) Comfortable room

    b) Room service

    c) Laundry service etc

    4. Departure: This is the final point of contact of the guest with the hotel and is also called as

    guest check out. Most of the hoteliers undermine this stage, but this phase of the gust experience

    with the hotel is as important as first contact. It is at this stage that the front office staff can lay a

    foundation for the next visit of the guest to the hotel. Hence it has to be seen that while departing

    also the guest has to leave the hotel happily and merely as he was when he entered the hotel.

    The following activities happen during the departure

    (a) Guest ‘s baggage is brought down to the lobby

    (b) Bill is prepared by the cashier and presented to the guest

    (c) The guest settles the bill.

    (d) Hotel staff thanks the guest for staying at the hotel.

    (e) Guest departs from the hotel

    5. Post departure: This is a phase which takes place after the guest leaves the hotel. At this

    stage the guest is away from the hotel. But the intention of the hotel is to maintain relations with

    the guest so that he gives repeat business.

    The following activities take place during post departure

    (a) A thank you letter is being sent to the guest for using the hotel’s services.

    b) Feedback on the hotel’s services is sought from the guest.

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