Guest cycle
- 1. Guest Cycle
- 2. Pre - Arrival Arrival StayDeparture Post Departure Guest Cycle The guest cycle describes the activities that each guest passes by from the moment he/she calls to communicate a reservation inquiry till he/she departs from the hotel. In fact, the guest cycle encompasses 5 different stages, which are depicted in the underneath diagram:
- 3. 1. Advance room reservation - Availability - Rate offered - Booking - Process - Guest Information - Type of reservation (FIT or Group) Pre - Arrival Arrival StayDeparture Post Departure
- 4. 1. Preparing for the Arrival Such As pre- registration, Guest Amenities, Blocking of the room. Any Special Preference. 2. Receiving, Welcoming & Greetings of Guest and Assigning of room. Pre - Arrival Arrival StayDeparture Post Departure
- 5. 3. Room Check And amenities. 4. Registration procedure.(Individ ual, Bound Book) 5. Room allocation 6. VIP Guest Arrival Procedure Pre - Arrival Arrival StayDeparture Post Departure
- 6. 1. Activities & Facilities in the hotel 2. Message Handling 3. Room Change 4. Preference 5. Room Service - Tracking of bill 6. Message Handling 7. Local touring 8. Arrangement for transportation 9. Guest Requests Pre - Arrival Arrival StayDeparture Post Departure
- 7. Complaint Handling :- 1. Avoid Conflicts 2. Listen 3. Show Sympathy 4. Do not Justify 5. Ask Questions 6. Agree & Take Action 7. Follow-up & feedback 8. Facts About Complaint Pre - Arrival Arrival StayDeparture Post Departure
- 8. 1. C/out For the Group, FIT & VVIP. 2. Settling of guest accounts 3. Thanks the guest for giving an opportunity to serve 4. Handling luggage 5. If any pickup & drop service Pre - Arrival Arrival StayDeparture Post Departure “Last Impression is the lasting impression”
- 9. 1. Taking feedback – Filling up of comment card 2. Thank you for your stay Email 3. Also asking for the feedback for online portal Such As Facebook, Trip Advisor, etc. 4. Sales & Marketing For Future Pre - Arrival Arrival StayDeparture Post Departure
- 10. Review
- 11. Pre-Arrival Arrival During the stay Departure stage Post– Departure stage ACTIVITIES: • Reservation • Preparation for the known guest or a preference ACTIVITIES: • Greeting the guest by uniformed service • Registration • Room allocation • Issuance of room key • Baggage handling • Updating A & D Register ACTIVITIES: • Handling guest accounts • Mail and message handling • Guest Paging, travel assistance • Other guest services • Interaction with other departments • Safe deposit locker and currency exchange ACTIVITIES: • Preparation of bills • Settlement of guest account • Transportation • Asking for feedback • Assistance by uniformed services ACTIVITIES: • Departure notification • Updating A & D Register • Departure errand card • Feedback Guest Cycle Activities/Stages
- 12. Assignment Role Play : Make a video of complete guest cycle. You can use the apps such as vivavideo, appleimovie,etc
- 13. Assignment Role Play & Scrip Writing: • Check In • Check Out • Guest Complaint • Upselling • Group Check in Rules: • Five Groups • Have to write a script and role play to be performed • Minimum 10 Minutes and maximum 15 Minutes
- 14. Thank You - By Mrs. Himani Nikhil Batheja