PPT on Guest Cycle

1. Unit- II
Front Office & Guest Handling
By: Priya Sinha
Prof.,NSU,Jsr.

2. Guest Cycle….
• The term Guest cycle represents various
stages of activities, when a hotel
provides services or keeps contact or
maintain records during the various
stages of its contact with guest.

4. • First stage (Pre arrival) when guest shows
interest to come to the hotel.
• But with effective record keeping such as,
telephone, fax, computer, letter, etc. the efficient
and satisfactory services can be given to the
guest.
• In other three stages, there is direct contact
between guest and hotel.
• Activities are: Reservations, Special
Arrangements, & Blocking of guest room.

5. Pre Arrival
• The guest chooses the hotel during the pre-arrival stage. There are
many factors which can affected on the choice of hotel:
1. Previous experiences with the hotel.
2. Advertisements.
3. Company travel policy.
4. Recommendation from travel agents.
5. Friends.
6. Business associates.
7. The hotel’s location or reputation.
8. Frequent traveler programs.
9. Preconceptions based upon the hotel’s name or chain.
10. Room rate.
11. The guest decision may be influence by the ease of making
reservations.
12. How the guest describes the hotel and its facilities.

6. Arrival stage
 Preparation for guest arrival:
When a guest with reservation reaches hotel, the hotel should be fully
organized to receive the guest, assign and allocate room to him, register
him and the rooming of the guest and his luggage is done as quickly as
possible.
At this stage, staff working at reception, bell desk, concierge, lobby manager,
GRE, comes in contact with guest.
This stage include :
1. Guest’s Registration.
2. Rooming functions.

7. Arrival…
• Gathering all the important information in
detail at the time of reservation and registration
enhances the front office ability to satisfy
special guest needs.
• At check out the guest registration records may
become the primary data source for creating a
guest history record.

8. Occupancy/During the stay
• This is the third stage and major activities
during this stage are: Keeping the guest
accounts, interaction with guest, handling
various queries of guest, fulfilling guest needs.
• Mail Handling, Message Handling, Change of
room, Travel requirements, Room key control,
Complaint Handling, Safety deposit facility,
Business centre facilities,

9. Departure
This is the final stage and very important stage
of the guest’s direct contact with the hotel.
“Last impression is the lasting impression”.
The hotel staff have to be very careful at the
time of departure. The guest account is
settled at front desk cashier. Handling the
guest baggage by the bell desk staff.
Checking of minibar, bills to be prepared in
advance

10. • The lobby manager has the most important
role to make sure that he meets the guest
upon departure and tries to interact so that
we can come to know about the guest’s
experience in the hotel.
• The front office cashier, who is the main
person comes in contact of guest at this
time has to make sure that there is no
error in guest bill before presenting the
same to the guest. He should never forget
to thank guest for staying in the hotel.

11. Post Departure
• All the bill folios arranged by the front
office cashier’s along with the proper
attachment.
• Cashier summary report will prepare.
• Send guest’s bill to companies for
collection of payment.
• Create guest history record.
• Sending thank you letters, birthday &
anniversary cards to the guest’s address.