1. Stages in the Guest Cycle

2. Stages of the guest cycle
Pre-arrival
Arrival
Occupancy
Departure

3. The Pre-Arrival Stage The guest chooses a hotel during this stage.
Preregistration activities occur including preparation a guest folio.

4. The Arrival Stage Determining guest’s reservation status.
Creating a registration record.
Assigning a room and rate.

5. The Arrival Stage Identifying a payment method.
Establishing departure date.
Providing a room key and map.
Room assignments may need to take into account guests with physical impairments.

6. The Occupancy Stage
The front desk coordinates guest services and responds to guest requests.
A variety of financial transactions occur during this stage and are processed according to the front office posting and auditing procedures.

7. Protect The Guest’s Right To Privacy
Guests are entitled to constitutional protection against unreasonable search and seizure.
Never announce a guest’s room number or give room numbers to callers.
Never give out guestroom keys to anyone but the registered guest.

8. The Departure Stage
Guest services and guest accounting are completed during this stage
A guest history record is created and the guest’s account is zeroed out.
Hotels often use expired registration to construct a guest history file.

9. Complete 4.1 Apply Your Learning

10. 4.2 Communications

11. The Transaction File unusual events, guest complaints or requests,
The transaction file chronicles
unusual events,
guest complaints or requests,
other relevant information.

12. Why is a Transaction File Used?
The front desk may keep the transaction file so that staff can be made aware of important events and decisions that occurred during previous workshifts and so that front desk agents can respond intelligently if the guest contacts the front desk for follow-up.

13. Information Directory
An information directory is an accumulation of data that guests commonly request.

14. Information Directory
Restaurant recommendations
Transportation agencies
Directions to various places
Information about hotels policies

15. Information Directory
Some hotels have computers information terminals in public areas.
Many hotels also provide reader boards that list the daily schedule of events.

16. Guest Mail and Packages
All mail should be time-stamped when it arrives
Front office records should be checked immediately to verify the guest is currently registered.

17. Guest Mail and Packages
The front desk should promptly attempt to notify a guest that mail has arrived.
Packages are handled as mail. If it is too big to be stored at the front desk, it should be taken to a secure room.

18. Complete 4.2 Apply Your Learning

19. 4.3 Guest Services

20. Equipment & Supplies Loaned To Guests.
Roll-away beds and cribs
Additional pillows/linens
Irons and ironing boards
additional clothes hangers
Audiovisual and office equipment
Equipment for guests with disabilities.

21. Split Folios
Split folios are most often requested by business travelers who need to separate charges onto two or more accounts.

22. Master Folios Master folios are typically reserved for group accounts.
Master folios collect charges on an account assigned to more than one person or guestroom.

23. Special Request Other special guest requests may include:
Transportation arrangements
Entertainment reservations
Newspaper delivery
Secretarial services

24. Special Needs Physically challenged guests Business travelers
Convention groups

25. Complete 4.3 Apply Your Learning

26. 4.4 Guest Complaints

27. Mechanical Attitudinal Service-Related Unusual
Guest Complaints
Mechanical
Attitudinal
Service-Related
Unusual

28. Identifying Guest Complaints
Log books, guest comment cards, and questionnaires can all help identify guest complaints.
A well-designed comment card can lead to thorough analysis of guest responses.

29. Handling Guest Complaints
It is usually counterproductive to ignore a guest complaint.

30. Handling Guest Complaints
When managers are not available to handle a complaint, there should be a contingency plan in place to empower employees to immediately deal with the situation.

31. Complaint Resolution Guidelines
Not going to a guestroom alone
Not making promises you cant keep
Admitting when the problem cannot be solved
Having an approach for dealing with guests who complain as part of their nature

32. Following up on Guest Complaints
Management may use a log book to
Initiate corrective action
Verify that guest complaints have been resolved,
Identify recurring problems.

33. Following up on Guest Complaints
A letter from management expressing regret about an incident is usually sufficient to promote goodwill and concern for guest satisfaction.
Managers might also telephone a departed guest to get more complete information on an incident.

34. Complete 4.4 Apply Your Learning