Managing the Guest Cycle
The guest cycle describes the activities that each guest passes by from the moment he/she calls to communicate a reservation inquiry until he/she departs from the hotel. The hotel guest stay cycle can be divided into four main stages. Within these four stages there are important task related to guest services and guest accounting. The Four Stages of Guest Cycle:
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. Doing so will eventually maximize room sales by accurately monitoring room availability and forecasting room revenues. * Although the reservation details helps in providing guests with anticipatory service the primary objective of making the reservation is to make sure that room will be available when he arrives to the hotel. 2. Arrival
* The arrival stage, registration and rooming functions takes place and the hotel establishes a business relation-ship with the guest. * Front office staff should determine the guest's reservation status before beginning the check-in / registration process. * Guest with reservation and guest without reservation commonly known as Walk-in's also provide a opportunity of business for front desk staff. * A Registration card or Reg. card is printed and completed at the time of check in, which will help the front desk to collect essential information. * The reg. card should contain details like billing instructions, reservation details, number of adults and children occupying, address,...
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