Guest cycle in front office/ Hotel guest cycle/ Front office training video/ Front office interview

Summary

Dr. Naveen Chahal from Hospitality Broadcast explains the guest cycle in the hospitality industry, detailing the five stages: Pre-Arrival, Arrival, Occupancy, Departure, and Post-Departure. He emphasizes the importance of front office staff's role in providing seamless service throughout the guest's journey. The video also touches on the significance of post-departure communication for future bookings and customer satisfaction.

Takeaways

• 🏨 The guest cycle is a continuous process that includes Pre-Arrival, Arrival, Occupancy/during the stay, Departure, and Post-Departure stages.
• 📞 Pre-Arrival involves activities such as guest search, evaluation, selection, and booking of a hotel room.
• 🛎️ Arrival stage includes guest reception, registration, and being escorted to the room by hotel staff.
• 🏢 Occupancy stage is crucial for guest satisfaction as it includes the actual experience of hotel facilities and services.
• 💼 Front Office staff plays a central role in managing guest interactions and services throughout the guest cycle.
• 📋 During Occupancy, the front office handles tasks like guest account management, mail/message handling, and room changes.
• 🏷️ Departure involves the guest checking out, settling the bill, and providing feedback on their stay.
• 📨 Post-Departure includes maintaining contact with the guest through mails, messages, and promotional offers.
• 🔁 The guest cycle is a never-ending process that can repeat, aiming to attract guests back for future bookings.
• 📈 Understanding the guest cycle helps in identifying and eliminating failure points to enhance guest experience.

Q & A

What is the guest cycle in the context of hotel management?

The guest cycle refers to the continuous process that a hotel goes through with a guest, starting from the search and booking stage to the post-departure stage, which includes Pre-Arrival, Arrival, Occupancy/During Stay, Departure, and Post-Departure.

Why is the Front Office staff crucial during the guest cycle?

Front Office staff is crucial as they are involved at all stages of the guest cycle, acting as the nerve center for the hotel. They handle guest services and activities, ensuring a smooth and satisfying guest experience.

What are the key activities performed by the Reservation Section during the Pre-Arrival stage?

During the Pre-Arrival stage, the Reservation Section handles queries, provides information about hotel facilities and services, assists in room booking, and helps in pre-registration activities such as room assignment and preparing welcome letters.

What is the standard check-in and checkout time in most hotels?

The standard check-in and checkout time in most hotels is 12:00 noon, and charges are typically based on a 24-hour period.

How does a hotel handle a guest who arrives without a reservation?

If a guest arrives without a reservation, they can book a room for the same date, and the hotel staff will assist them in immediately moving through the Arrival stage, skipping the Pre-Arrival activities.

What services are provided by the hotel upon a guest's arrival?

Upon arrival, hotels provide services such as pick-up from transportation hubs, car valet parking, luggage handling by bell boys, and a warm welcome by a Guest Relationship Executive (GRE), who assists with the registration process.

What is the role of the GRE during a guest's stay?

The Guest Relationship Executive (GRE) assists with the registration process, escorts the guest to their room, familiarizes them with room amenities, and may also handle luggage if necessary.

What are some of the functions of the front office department during a guest's stay?

During a guest's stay, the front office department handles guest accounts, mail and message delivery, key management, locker facilities, guest paging, room changes, providing information about hotel facilities and services, and handling guest queries and complaints.

How does the hotel ensure a smooth departure process for the guest?

For a smooth departure, the hotel updates all Point of Sale stations about the guest's checkout time, prepares a master bill, handles any financial transactions, and ensures the guest's luggage is ready for departure. Feedback is also taken to improve services.

What happens during the Post-Departure stage of the guest cycle?

In the Post-Departure stage, the hotel contacts the guest for any mail or messages, handles lost and found items, and engages in promotional activities to encourage future bookings, such as sending special offers or vouchers.

Why is understanding the guest cycle important for hotel management?

Understanding the guest cycle helps hotel management identify and eliminate failure points, ensuring a smooth and satisfying experience for guests, which can lead to repeat business and positive word-of-mouth marketing.