The Theory of Hospitality and Catering Dynamic Learning published by Hodder Education © 2011 D Foskett and P Paskins Guest cycle in hospitality

The Theory of Hospitality and Catering Dynamic Learning published by Hodder Education © 2011 D Foskett and P Paskins Four stages of guest cycle Pre arrival Arrival Occupancy Departure

The Theory of Hospitality and Catering Dynamic Learning published by Hodder Education © 2011 D Foskett and P Paskins Pre arrival Reservation enquiry Room availability Rate allocation Booking confirmation Any amenities placed in rooms

The Theory of Hospitality and Catering Dynamic Learning published by Hodder Education © 2011 D Foskett and P Paskins Arrival Welcome Luggage delivered to room Check-in at reception Check identification Payment confirmation Credit card authorisation Room allocation Creating folio Issuing of room keys Providing of hotel facts and information Information about services

The Theory of Hospitality and Catering Dynamic Learning published by Hodder Education © 2011 D Foskett and P Paskins Occupancy Currency exchange Account posting Monitoring of account balance Maintaining customer accounts Dealing with customer enquiries Dealing with customer complaints Checking satisfaction by guest relations/duty manager Assisting with information on local area Booking of any tickets and tours Processing guest mail and telephone calls Transportation within area Provision of ‘extras’ such as butler services

The Theory of Hospitality and Catering Dynamic Learning published by Hodder Education © 2011 D Foskett and P Paskins Departure Transport of luggage from room to reception Carrying out guest check-out Settling outstanding bills Final billing Printing of customer bill Key collection Check customer satisfaction Assist with transportation to next destination Updating customer history Processing late charges