Prearrival Arrival Occupancy Departure Stages of the guest cycle The guest chooses a hotel during this stage Preregistration activities occur including preparation a guest folio The PreArrival Stage ID: 760661
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Slide1
Stages in the Guest Cycle
Slide2Pre-arrivalArrivalOccupancyDeparture
Stages of the guest cycle
Slide3The guest chooses a hotel during this stage.Preregistration activities occur including preparation a guest folio.
The Pre-Arrival Stage
Slide4Determining guest’s reservation status.Creating a registration record.Assigning a room and rate.
The Arrival Stage
Slide5Identifying a payment method.Establishing departure date.Providing a room key and map.Room assignments may need to take into account guests with physical impairments.
The Arrival Stage
Slide6The 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.
The Occupancy Stage
Slide7Guests 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.
Protect The Guest’s
Right To Privacy
Slide8Guest services and guest accounting are completed during this stageA guest history record is created and the guest’s account is zeroed out.Hotels often use expired registration to construct a guest history file.
The Departure Stage
Slide9Complete 4.1 Apply Your Learning
Slide104.2 Communications
Slide11The transaction file chronicles unusual events,guest complaints or requests, other relevant information.
The Transaction File
Slide12The 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.
Why is a Transaction
File Used?
Slide13An information directory is an accumulation of data that guests commonly request.
Information Directory
Slide14Restaurant recommendationsTransportation agenciesDirections to various placesInformation about hotels policies
Information Directory
Slide15Some hotels have computers information terminals in public areas.Many hotels also provide reader boards that list the daily schedule of events.
Information Directory
Slide16All mail should be time-stamped when it arrives Front office records should be checked immediately to verify the guest is currently registered.
Guest Mail and Packages
Slide17The 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.
Guest Mail and Packages
Slide18Complete 4.2 Apply Your Learning
Slide194.3 Guest Services
Slide20Equipment & 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.
Slide21Split Folios
Split folios are most often requested by business travelers who need to separate charges onto two or more accounts.
Slide22Master Folios
Master folios are typically reserved for group accounts.
Master folios collect charges on an account assigned to more than one person or guestroom.
Slide23Special Request
Other special guest requests may include:
Transportation arrangements
Entertainment reservations
Newspaper delivery
Secretarial services
Slide24Special Needs
Physically challenged guests
Business travelers
Convention groups
Slide25Complete 4.3 Apply Your Learning
Slide264.4 Guest Complaints
Slide27MechanicalAttitudinalService-RelatedUnusual
Guest Complaints
Slide28Log 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.
Identifying Guest Complaints
Slide29It is usually counterproductive to ignore a guest complaint.
Handling Guest Complaints
Slide30When 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.
Handling Guest Complaints
Slide31Not going to a guestroom aloneNot making promises you cant keepAdmitting when the problem cannot be solvedHaving an approach for dealing with guests who complain as part of their nature
Complaint Resolution Guidelines
Slide32Management may use a log book to Initiate corrective actionVerify that guest complaints have been resolved, Identify recurring problems.
Following up on Guest Complaints
Slide33A 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.
Following up on Guest Complaints
Slide34Complete 4.4
Apply Your Learning