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Guest Cycle

By:
Nabin Karkee
Lecturer
Guest Cycle
The guest cycle describes the activities that each guest passes by from
the moment he/she calls to make a reservation inquiry till he/she
departs from the hotel
Stages of GuestCycle

Pre-
Arrival

Post-
Arrival
Departure

In-House
Departure
Stay
Functions of Front-Office inGuest Cycle

Front-Office

Check-out
Reservations
and History

Occupancy
Registration
Services
Functions of Front-Office inGuest Cycle

Accounts

Establishment
Settlement
of Credit

Charge
NightAudit
Posting
First Stage: Pre-Arrival

The guest chooses a hotel during the pre-arrival stage of the guest
cycle.
The guest’s choice can be affected by many
factors:
Previous experiences with thehotel;
Advertisements;
Recommendations from travel agents, friends, or business associates;
The hotel’s location or reputation and preconceptions based upon thehotel’s
name or chainaffiliation;
Ease of makingreservations;
How the reservations agent describes the hotel and its facilities, room
rates, amenities;
The attitude, efficiency, and knowledge of the front office staff may influence a
caller’s decision to stay a particular hotel.
Second Stage: Arrival

This stage includes the following activities:

a. Registration Function;

b. Rooming Function.
Registration and Rooming

Begins when the front desk agent extends a sincere welcome to the guest.
The procedure by which an incoming guest signifies his or her intent to stay at a
property by completing and signing the registration card.
To a great degree, registration relies on the information contained in a
reservation record
Once the registration is done, the guest is provided with a room, the card key is
given to the guest and the guest is escorted to the room with his/her luggage.
Third Stage: In-House Stay/ Occupancy

The center of front office activity, where the front desk is responsible
for coordinating guest services.
Occupancy:

A major front office objective throughout the guest cycle is to encourage repeat
visits.

Sound guest relations are essential to this objective.

Guest relations depend on clear, constructive communications between the front


office, other hotel departments and divisions, and the guest.

Security is another primary front office concern during occupancy.


Charge Posting

The guestroom is usually the largest single charge on the guest account.
Additional expenses can be charged to a guest’s account if he or she established
acceptable credit at the front desk during the arrival stage.

Goods or services purchased from the hotel may also be charged to guest
accounts. Front desk accounting records must be periodically reviewed for
accuracy and completeness. This need is met through the night audit.

Although the name implies that this process takes place in the evening, this is
not necessarily the case. In hotels with computerized front office accounting
system, the audit can be conducted at any time during the day. Some
computerized properties choose to call the audit the front office audit or
update.
Fourth Stage: Departure

This is the final element of guest service. Checking the guest out of the
hotel and creating a guest history record.
Departure:

At check-out, the guest vacates the room, receives an accurate statement of account for
settlement, returns the room keys, and departs from the hotel.
During the check-out, the front office determines whether the guest was satisfied with
the stay and encourages the guest to return to the hotel – or another property in the
chain
The final element of guest accounting is settlement of the guest’s account.
The purpose of account settlement is to collect money due the hotel. Depending on the
guest’s credit arrangements, the guest will pay cash, sign a credit card voucher, or verify
direct billing instructions.
Account balances should be verified and errors corrected before the guest leaves the
hotel. Problems may occur in guest account settlement when charges are not posted to
the guest’s account until after the guest checks out. These charges are called late charges
Fifth Stage: Post-Departure

Once the guest has checked out, the front office updates the
room’s availability status and notifies the housekeeping
department.
IF in case any of the guest’s belongings are left in the hotel, they are
sent to the guest after confirming address details via call or email to
the guest.