FRONT OFFICE

UNIT-2

Guest Cycle:
The guest cycle in the hospitality industry refers to the stages that a guest
goes through during their interaction with a hotel or any other
accommodation establishment. It consists of five main stages: pre-arrival,
arrival, during guest stay, departure, and after departure. Each stage
plays a crucial role in providing a positive guest experience and ensuring
their satisfaction. Let's explore each stage in detail:

1. Pre-Arrival:
The pre-arrival stage begins when the guest first considers making a
reservation. During this stage, guests may research the property,
compare prices, and check availability. They may also contact the hotel
directly or use online booking platforms to make a reservation. This stage
is important for the hotel to gather guest preferences, special requests,
and ensure effective communication between the guest and the hotel.

2. Arrival:
The arrival stage starts when the guest physically arrives at the hotel. At
this point, the guest checks in at the front desk, provides identification,
completes necessary paperwork, and receives information about the
hotel's services and facilities. The front desk staff assigns the room,
collects payment or verifies the guest's reservation details, and provides
room keys or access cards. This stage sets the tone for the guest's stay
and their initial impression of the hotel.

3. During Guest Stay:

The during guest stay stage encompasses the duration of the guest's stay
at the hotel. This stage involves the hotel staff working together to
ensure the guest's comfort and satisfaction. Housekeeping maintains
cleanliness, replenishes amenities, and provides room service if
requested. The guest may also utilize other hotel services such as dining,
spa, or recreational facilities. It is crucial for the hotel to deliver
exceptional service and promptly address any guest requests or concerns
during this stage.

4.Departure:
The departure stage begins when the guest decides to check out of the
hotel. During this stage, the guest settles any outstanding bills, returns
room keys or access cards, and provides feedback on their experience.
The front desk staff handles the check-out process, including generating
the final invoice, settling any additional charges, and bidding farewell to
the guest. This stage offers an opportunity for the hotel to leave a lasting
positive impression and gather valuable feedback for improvement.

5. After Departure:
The after departure stage involves post-stay activities and interactions.
This includes reviewing guest feedback, updating guest profiles,
processing payments, and sending post-stay surveys or emails to guests.
Hotels may also engage in guest loyalty programs, personalized
marketing efforts, and maintaining guest relationships to encourage
future stays and foster guest loyalty. This stage aims to strengthen the
guest's connection with the hotel even after they have departed.

Reservation and its importance:

Reservation in the hotel industry refers to the process of booking a room
or other hotel services in advance. It is an essential aspect of hotel
management, as it ensures that the hotel can efficiently manage its
resources and provide a seamless experience to its guests.
Here are some of the key importance of reservation in hotels:

1. Efficient Management: Reservations allow hotels to efficiently manage

their inventory and resources, such as rooms, staff, and amenities. By
knowing the number of guests and their requirements in advance, hotels
can ensure that they have enough staff on hand, sufficient supplies, and
the necessary facilities to accommodate their guests.

2. Guest Satisfaction: Reservation systems allow hotels to personalize the

guest experience and provide them with a seamless and hassle-free stay.
By knowing their preferences and requirements in advance, hotels can
ensure that they provide guests with the desired amenities, rooms, and
services, leading to higher guest satisfaction levels.

3. Revenue Management: Reservation systems are essential for revenue

management in hotels. By analyzing booking patterns and demand,
hotels can adjust their pricing strategies and optimize their revenue
potential. Reservation systems also enable hotels to offer special
promotions and discounts to attract more guests during off-peak periods.

4. Data Collection: Reservation systems allow hotels to collect and

analyze data on guests' behavior, preferences, and booking patterns. This
data can be used to improve marketing strategies, enhance guest
experiences, and identify opportunities for growth and improvement.

5. Competitive Advantage: In a highly competitive industry like

hospitality, reservation systems can provide hotels with a competitive
advantage. By offering a seamless and hassle-free booking experience,
hotels can attract and retain guests, leading to higher occupancy rates,
better reviews, and increased revenue.

Basic Tools of Reservation:

1. Room Status Board:

A room status board is a visual display used by the front desk staff to
track the status of each room in the hotel. It provides real-time
information about room availability, occupancy, and maintenance status.
The board typically uses color codes or symbols to indicate different
room statuses such as vacant, occupied, dirty, out of order, or ready for
arrival.

2. Arrival List Control (ALC):

The Arrival List Control (ALC) is a document or system used by the front
desk to manage the arrival of guests. It provides a detailed list of guests
expected to arrive on a specific date. The ALC includes guest names,
reservation numbers, arrival times, room types, and any special requests
or preferences. It helps the staff prepare for guest arrivals and ensure a
smooth check-in process.

3. Departure Control Chart (DCC):

The Departure Control Chart (DCC) is a tool used to manage the
departure of guests. It provides information about guests checking out on
a particular day. The DCC includes guest names, room numbers,
departure times, and any outstanding charges. It helps the hotel staff
organize the check-out process, update room availability, and handle any
billing or settlement procedures.

Handling Reservations and Reservation Forms:

Handling reservations is a critical aspect of hotel management, as it

involves efficiently managing guest information, ensuring accurate
records, and providing a seamless booking experience. Here are some key
steps and considerations in handling reservations and creating
reservation forms:

1. Guest Information:
Collect comprehensive guest information to facilitate communication and
personalize the guest's experience. This includes:
# Full Name
# Contact Information (Phone number, email address)
# Address
# Nationality
# Special Requests or Preferences (room type, bed preference, dietary
requirements, etc.)
# Membership or loyalty program details (if applicable)

2. Reservation Details:
Gather essential information about the reservation to ensure accuracy
and proper allocation. This includes:
# Check-in and Check-out Dates
# Number of Adults and Children
# Room Type or Category
# Rate Plan or Package
# Length of Stay
# Any Additional Services or Packages (such as breakfast, airport
transfers, etc.)

3. Room Availability:
Check the room availability and allocate the appropriate room based on
the guest's preferences and availability.

4. Reservation Confirmation:
Provide a confirmation number or reference for the reservation to ensure
it is easily identifiable. This confirmation should include:

# Reservation Number
# Confirmation Date
# Summary of Reservation Details (dates, room type, rate, etc.)
# Cancellation Policy and Terms

5. Reservation Modifications and Cancellations:

Establish clear procedures for handling reservation modifications or
cancellations, including any associated fees or penalties. Maintain a log of
changes made to the reservation.

6. Payment Information:
Collect payment details to secure the reservation. This may include:
# Credit Card Information (cardholder name, number, expiration date,
CVV)
# Billing Address
# Payment Authorization

Ensure secure handling and storage of payment information, following

relevant data protection regulations.

Types of Reservations:

1. Guaranteed Reservation:
A guaranteed reservation is one in which the hotel holds the room for the
guest regardless of their arrival time. This is typically secured with a
credit card or advance payment.

2. Non-Guaranteed Reservation:
A non-guaranteed reservation does not require a credit card or advance
payment to hold the room. The hotel may release the reservation if the
guest does not arrive within a specified time.

3. Group Reservation:
A group reservation is made for multiple rooms to accommodate a group
of guests, such as for conferences, weddings, or tours. Group
reservations often involve specific arrangements and may require a
separate contract or agreement.

4. Walk-in Reservation:
A walk-in reservation is made by a guest who arrives at the hotel without
a prior booking. The availability of rooms for walk-in guests is subject to
the hotel's capacity at that time.

5. Online Reservations:
Online reservations are made through hotel websites or online travel
agencies (OTAs). Guests can book rooms directly online, usually with the
option to choose room types, rates, and additional services.

6. Day Use Reservation:

A day use reservation is made for a room that is occupied only during
daytime hours, typically for a few hours, without an overnight stay. It is
commonly used by travelers who require a place to rest or work during
the day.

Cancellations and Amendments:

Cancellation:
A cancellation occurs when a guest cancels their reservation before the
scheduled arrival date. Hotels may have specific cancellation policies that
dictate any fees or penalties associated with cancellations.
Amendments:
Amendments refer to changes made to an existing reservation, such as
modifying the check-in or check-out dates, changing room types, adding
or removing guests, or adjusting other reservation details. Hotels may
have specific policies and procedures for handling reservation
amendments.

Reservation Reports and Statistics:

Reservation reports and statistics provide valuable insights into the
hotel's reservation performance and trends. Some common types of
reservation reports and statistics include:

1. Occupancy Report:
The occupancy report provides information on the hotel's occupancy
rate, indicating the percentage of rooms occupied over a specific period.
It helps in monitoring room utilization and identifying peak and low
occupancy periods.

2. Reservation Forecast:
A reservation forecast predicts future booking patterns and occupancy
levels based on historical data and current trends. It assists in revenue
management and decision-making regarding pricing, promotions, and
capacity planning.

3. Revenue Report:
The revenue report provides an overview of the hotel's revenue
generated from reservations. It includes details on room revenue,
ancillary revenue, average daily rate (ADR), revenue per available room
(RevPAR), and other revenue-related metrics.

4. Source of Reservation Report:

This report analyzes the sources through which guests made their
reservations, such as direct bookings, online travel agencies, corporate
bookings, or group bookings. It helps in assessing the effectiveness of
various distribution channels and marketing strategies.
5. Cancellation and No-Show Report:
This report tracks the number and percentage of cancellations and no-
shows. It assists in evaluating the impact of these factors on room
availability, revenue, and forecasting accuracy.

6. Length of Stay Report:

The length of stay report provides data on the average duration of guests'
stays, helping the hotel assess booking patterns and optimize revenue by
managing room availability.

Modes of Payment:
During the reservation process, hotels typically offer various modes of
payment to accommodate different guest preferences. The modes of
payment commonly available for reservations include:

1. Credit Card:
Credit cards are widely accepted for hotel reservations. Guests provide
their credit card details during the reservation process to secure the
booking. The hotel may pre-authorize or charge the credit card for a
deposit or full payment, depending on the hotel's policy.

2. Debit Card:
Debit cards can be used for reservation payments, similar to credit cards.
However, it's important to note that some hotels may place a temporary
hold or authorization on funds in the guest's bank account, which can
affect the available balance until the hold is released.

3. Online Payment Gateways:

Hotels often integrate with online payment gateways, allowing guests to
make reservations and pay securely using various online payment
methods. These methods can include credit/debit cards, e-wallets, or
digital payment platforms such as PayPal, Apple Pay, or Google Pay.

4. Bank Transfers:
In some cases, hotels may accept direct bank transfers as a mode of
payment for reservations. Guests would need to transfer the funds to the
hotel's designated bank account, and the reservation is confirmed once
the payment is received and verified.

5. Cash:
While less common for reservation payments, some hotels may accept
cash payments either in person or through a secure cash deposit system.
However, cash payments may require additional security measures or
deposits to cover incidentals during the guest's stay.

6. Traveler's Checks:
Though less prevalent today, some hotels may accept traveler's checks as
a mode of payment for reservations. Guests can purchase traveler's
checks from banks or travel agencies and provide them as payment
during the reservation process.

Sources of Reservation:
1. Direct Reservations: Guests can directly book accommodations
through the hotel's website, phone, email, or in-person.

2. Travel Agents: Guests can make reservations through travel agencies,

who act as intermediaries between the guest and the hotel.

3. Online Travel Agencies (OTAs): Popular OTAs like Expedia,

Booking.com, and Airbnb allow guests to book accommodations online.

4. Global Distribution Systems (GDS): GDS connects hotels and travel

agents, facilitating reservations and distribution of hotel inventory.

System of Reservation:
Hotels utilize different reservation systems to manage bookings
efficiently. These systems provide tools to handle reservations,
availability, room assignments, and guest information. Common
reservation systems include property management systems (PMS),
central reservation systems (CRS), and online booking engines.
1. Overbooking: When a hotel accepts more reservations than its
available rooms, anticipating cancellations or no-shows.
Overbooking helps maximize occupancy but requires careful
management to avoid inconveniencing guests.
2. Upselling: Offering guests additional services or room upgrades to
enhance their experience and generate extra revenue for the hotel.

3. No Show: When a guest with a confirmed reservation fails to arrive

and doesn't cancel or inform the hotel.

4. Walk-in Guest: A guest who arrives at the hotel without a prior

reservation.
5. Scanty Baggage: When a guest checks-in with minimal or no
luggage.

6. Stay Over: A guest extends their stay beyond the original departure
date.

7. Overstay: When a guest exceeds the duration of their reservation

without extending or informing the hotel.

8. Understay: When a guest checks out earlier than the originally

booked departure date.

9. Early Arrival: When a guest arrives at the hotel before the regular
check-in time.

10. Turn Away: When a hotel is fully booked and unable to

accommodate a guest's reservation request.

11. Time Limit: The duration within which a guest is expected to

arrive at the hotel after the scheduled check-in time. If a guest fails
to arrive within the specified time limit, the hotel may cancel the
reservation.

12. Overstay Charge: When a guest stays beyond the originally

scheduled departure date without extending the reservation, the
hotel may apply additional charges for the extra nights.

13. Rack Rate: The standard or published rate for a room without
any discounts or special offers.

14. Complimentary Reservation: A reservation where the guest

does not have to pay for the room. This can be offered as a gesture
 of goodwill, for promotional purposes, or to compensate for a
previous issue.

15. Waitlist: When all available rooms are booked, hotels may offer
to place guests on a waitlist. If cancellations occur, guests on the
waitlist may be offered the available rooms.

16. Room Blocking: The process of reserving a certain number of

rooms for a specific purpose, such as group bookings or events.

17. Rollaway Bed: Additional bed provided in a room upon request

to accommodate extra guests.

18. Day Use Reservation: A reservation for a room that is only

occupied during daytime hours, typically for a few hours, without an
overnight stay.
19. Reservation Guarantee: A method used by hotels to ensure a
guest's reservation, such as requiring a credit card guarantee or
advance payment.

20. Reservation Confirmation: The official documentation provided

to guests to confirm their reservation, including details like
reservation dates, room type, rates, and confirmation number.