The Guest Cycle in 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.
Front office employees must be aware of guest services and guest accounting activities at all
stages of the guest stay. Front office staff can effectively serve the guest if they have a clear
understanding of the flow of business in hotel. Guest Cycle also represents a systematic approach
to front office operations.
1. Pre - Arrival
1. The Guest chooses a hotel during the pre- arrival stage of the guest cycle.
2. Choice of the guest can be affected by many factors, including previous experiences with
the hotel, advertisement, word of mouth referral by friends and colleagues, location,
corporate, travel agent booking, hotel name, hotel loyalty program member etc.
3. The guest's decision of making the reservation can also be effected by the ease of making
the reservation and the way reservation agent interacted and described the facility of the
hotel like room type, room rate, recreational facilities and other attractions near the hotels
etc.
4. We can certainly call the reservation area as the sales office for non-corporate or group
bookings. Its employees should be sales orientated and present positive, strong image of
the hotel.
5. If a reservation can be accepted, the reservation agent creates a reservation on the hotel
management software.
6. The creation of this reservation record starts the hotel guest cycle. This reservation
contains details of guest specific request which will help the hotel to provide the guest
with personalized service during his stay.
The details which is collected during the reservation also helps the hotel to complete pre-
registration activities like assign room according to guest request, room rate to be charged to the
guest folio during the course of stay etc.
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
1. The arrival stage of the guest cycle includes registration and room assignment process.
2. After the guest arrives, he or she establishes a business relationship with the hotel
through front office. It is the front office staff responsibility to clarify any query of the
guest especially the details of room rate of packages he /she is booked on.
3. 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 provides a opportunity of business for front desk
staff.
4. 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, passport and visa for foreign nationals, full address, personal details
and credit card details. Because the guest and hotel gains certain legal benefits it is
mandatory to get guest signature on the registration card.
5. The registration process is complete once a method of payment and the guest's departure
date have been confirmed and duly signed by the guest.
6. The guest may be given a room key and direction to the room or escorted by the guest
service associate or guest service manager.
When the guest checks-in to the room the occupancy stage of the guest cycle begins.
3. Occupancy
The manner in which the front office staff represents the hotel is important during the occupancy
stage.
As the main contact center for hotel activity, the front office is responsible for coordinating guest
requests. Among those providing information and supplies to the guests.
1. Front desk should take extra care to respond to the guest on a timely and accurate
manner. The main focus of the front desk staff is to provide anticipatory service and to
meet or exceed the guests expectations. This will encourage the guest to repeat to the
hotel.
2. Security is also a main important concern during occupancy of the guest. Issues like
protection of funds and valuables are among those. The front desk should also follow the
hotel standard operating procedure for handling the hotel and guest keys, property
surveillance, safe deposit boxes, guests personal property, and emergencies are also
important.
3. A variety of charges restaurant charges, telephone, internet, travel desk etc. during the
occupancy stage affect guest and hotel account. Most of these charges will be posted to
the guest account according to front office posting procedures. And also in most cases the
Room charges is the single largest charge on the guest folio.
4. Other front office financial tasks during the occupancy stage is to verify the charges
posted to the guest account and checking guest accounts against the credit limit.


4. Departure
1. Guest services and guest accounting aspects of the guest cycle are completed during the
cycle's fourth and final phase ie departure.
2. At Departure the guest vacates the room, receives the accurate statement of the settled
accounts, returns the room keys and leaves the hotel.
3. Once the guest has checked out, front office updates the rooms availability status and
notifies the housekeeping department. (For hotels using Property management software
the status of the room is updated automatically ).
At this stage front office also collect the feedback of the guest experience in the hotels by
handing over the guest feedback form.
Guest Cycle Chart

Tips for resolving Declined Credit Card / Check issues in Front Office
When a Credit Card is Declined by the EDC machine:
Discuss the matter with the guest in private.
User Care when describing the guest's unauthorized transaction ( Eg: Do not say that he
guest credit card is Bad or Worthless).
Offer the use of telephone to help resolve the matter with the credit card company.
Allow the guest a chance to provide alternate, acceptable means of payment.

When a Guest Personal check in not accepted:
Explain the hotels's Check cashing policy politely to the guest.
Remain Friendly and cooprative.
Discuss alternative methods of payment to the guest.
If local banks are open , direct the guest to the nearby branch, or extend the use of a
telephone.


Top 10 Dialogues for Front office:
1) Thank you for calling ( Hotel Name ), How may I help you?

2) Front Desk This is ( GS Name) Speaking, How may I help you?

3) Thank you for calling hotel ( Hotel name ), Have a nice evening!

4) Thank you for staying with us, Have a nice journey.

5) Allow me to transfer your call!

6) I Will be glad to give you a wake up call at 0600hrs. ( Guest Name).

7) I Have taken down your request for Airport Transfer, you car would be ready at
00715hrs.

8) May I put you on hold while I check your request for Late departure.

9) Hello Mr.David, Mr.Kevin is on the line would you want me to connect the call.

10) Good Morning Mr. Max this is ( Name ) from Front desk, you car for airpot drop is
ready. Should I sent someone to collect your luggage

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