I- Guest Cycle: Introduction
• 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 Þ Arrival Þ Occupancy Þ Departure
• Each stage of the guest cycle is associated guest service, and guest accounting activity.
1. Guest services:
Reservation Þ Registration Þ Occupancy services Þ Check-out and history
2. Guest Accounting:
Establishment of credits Þ posting charges Þ Night auditing Þ settlement of accounts • Below is a description of the activities undertaken at each stage of the guest cycle:
Analysis of Functions
• 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
• 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:
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
b) Financial information:
Date of arrival
Expected date of departure or length of stay depending on how the system in the hotel is designed 3.
Assigned room number
Assigned room rate
Guest's intended method of payment
• Registration records can be used for various purposes:
Satisfy guest needs
Forecast room occupancies
Settle properly guest accounts
Establish guest history records at check-out [personal & financial information] e)
Assign a room type and a room rate for each guest
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
• 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, and 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...
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