Phases of the Guest Cycle| FRONT OFFICE OPERATIONS
Summary
TLDRIn this video, Jaisal Main West from BSHRM3E discusses the critical role of the front office department in a hotel, highlighting its function as the first point of contact for guests and the 'face' of the business. The video outlines the front office's responsibilities, including managing guest transactions, maintaining databases, and ensuring customer satisfaction. It also details the guest interaction cycle, covering pre-arrival reservations, arrival processes, and departure procedures, emphasizing the importance of guest feedback and service quality in the hospitality industry.
Takeaways
- 🏢 The front office department is the face and voice of a business, serving as the first point of contact for visitors.
- 📊 It is also known as the nerve center of a hotel, regardless of the hotel's size or type, and is a critical part of the business.
- 🛏️ The core job of the front office is to sell rooms and ensure customer satisfaction for future retention.
- 💼 Front office staff handle transactions between the hotel and its guests, setting the first impression of the hotel.
- 🗓️ The guest interaction with the hotel is divided into phases: pre-arrival, arrival, and departure.
- 📞 During pre-arrival, guests make reservations, influenced by factors like previous experience, advertisements, and travel agents.
- 🏨 The front office uses a guest accounting system to capture reservation details and assist in registration activities.
- 🔑 There are three types of reservations: guaranteed, tentative, and waitlist, each with different confirmation and cancellation policies.
- 📋 The arrival phase includes registration and room assignment, where the front office staff verify reservation status and provide necessary information.
- 📝 The guest registration card (GRC) is an essential document that captures vital guest information and requires a guest signature.
- 🧳 The departure phase involves the guest checking out, settling accounts, and providing feedback on their experience.
Q & A
What is the primary role of the front office department in a hotel?
-The front office department is the face and voice of a business, handling transactions between the hotel and its guests, receiving guests, handling their requests, and creating the first impression of the hotel.
Why is the front office considered the nerve center of a hotel?
-The front office is considered the nerve center because it is the most visible department that coordinates guest services, maintains a comprehensive database of guest information, and ensures guest satisfaction.
What are the core responsibilities of the front office staff?
-The core responsibilities include selling rooms, retaining satisfied customers, planning rates for profit, and supporting guest transactions and services.
What are the different types of hotel reservations mentioned in the script?
-The script mentions three types of reservations: guaranteed or confirmed reservations, tentative or non-guaranteed reservations, and waitlist reservations.
How does a guest's choice of hotel during the pre-arrival phase get influenced?
-A guest's choice can be influenced by factors such as previous experience with the hotel, advertisements, word of mouth, location, corporate travel, travel agent bookings, and more.
What is the significance of the guest registration card (GRC) in the hotel check-in process?
-The guest registration card is significant as it captures essential information about the guest and their reservation, and it is mandatory to get the guest's signature for legal benefits.
What happens if a guest does not confirm a tentative reservation within the set time frame?
-If a guest does not confirm a tentative reservation before the set time frame, the reservation will be canceled and the room may be given to another guest, such as a walking-in guest or someone from the waitlist.
What is the process for handling a walk-in guest in the hotel?
-For walk-in guests, the front desk checks room availability, provides room options and rates, takes the guest's ID for verification, and completes the booking process, including payment and room assignment.
How does the front office handle guest departure?
-During departure, the front office ensures the guest's account is settled, collects the room keys, and may assist with luggage. They also collect guest feedback and update the room's availability status for the housekeeping department.
What is the purpose of the cut-off policy in hotel reservations?
-The cut-off policy ensures that non-guaranteed reservations are confirmed within a certain time frame before the guest's arrival. If not confirmed, the reservation is canceled to make the room available for other guests.
Outlines
🏢 Understanding the Front Office Department
The script introduces Jaisal Main West, who discusses the role and responsibilities of the front office department in a business, particularly in the hospitality sector. The front office serves as the first point of contact and is crucial for creating a positive first impression. It handles transactions, guest requests, and maintains a database of guest information. The core function is to sell rooms and ensure customer satisfaction for future business. The script also outlines the phases of the guest interaction cycle, starting with pre-arrival, where guests make reservations and the hotel captures their information.
📞 Pre-Arrival Reservation Process
This section details the pre-arrival phase of the guest interaction cycle through a scripted phone conversation. A guest named Kayra Latos calls to make a reservation, providing personal details and travel plans. The hotel representative, Jaisal, checks room availability and offers different room types with their respective rates. Kayra chooses a standard room, and Jaisal confirms her non-guaranteed reservation, reminding her of the hotel's cancellation policy for non-guaranteed bookings.
🛎️ Guest Arrival and Check-In
The script moves to the arrival phase, where the guest checks in at the hotel. It includes a video demonstration of a guest without a reservation arriving at the hotel and being assisted by the front desk. The guest is offered available room options, makes a selection, and provides payment details. The front desk staff ensures all necessary information is collected, including guest signature on the registration card, before issuing a room key. This phase establishes the business relationship between the guest and the hotel.
🧳 Guest Departure and Checkout
The final paragraph covers the departure phase of the guest interaction cycle. It includes a scripted phone call where a guest checks out, confirming that no items were consumed from the minibar. The hotel staff checks with housekeeping to ensure all is in order and thanks the guest for their stay, offering assistance with luggage if needed. The front office updates the room's availability and notifies housekeeping once the guest has checked out, completing the guest interaction cycle.
Mindmap
Keywords
💡Front Office
💡Guest Cycle
💡Pre-Arrival
💡Reservation
💡Guaranteed Reservation
💡Tentative Reservation
💡Waitlist Reservation
💡Arrival
💡Registration Card
💡Departure
💡Guest Feedback
Highlights
Front office department is crucial for multi-departmental businesses as it serves as the first point of contact for visitors.
The front office is often referred to as the nerve center of a hotel, regardless of its star rating or type.
Front office staff is responsible for handling transactions between the hotel and its guests, setting the first impression.
The front office maintains a comprehensive database of guest information to support guest services and ensure satisfaction.
The core job of the front office is to sell rooms and retain satisfied customers for future business.
Front office functions include planning room rates according to strategies that benefit the hotel's growth.
The guest interaction with the hotel is divided into phases: pre-arrival, arrival, and departure.
During pre-arrival, guests make room reservations and choose a hotel based on various factors such as previous experience and location.
The front office accounting system captures guest information such as name, contact details, and room preferences during reservation.
There are three types of reservations: guaranteed, tentative, and waitlist, each with different hotel policies.
A reservation process example is provided, demonstrating how to handle a guest's inquiry and reservation.
The arrival phase includes the registration and room assignment process, where the guest establishes a business relationship with the hotel.
The guest registration card (GRC) is an essential document that collects vital information and requires a guest's signature.
Front office staff is responsible for clarifying any guest queries, especially regarding room rates and packages.
An example of a walk-in guest's arrival and the process of assigning a room and handling payment is provided.
During departure, the guest checks out, settles accounts, returns room keys, and provides feedback on their experience.
The front office updates room availability and notifies housekeeping once a guest has checked out.
A checkout process example is shown, including the handling of a guest with no minibar consumptions.
The video concludes with a summary of the stages of guest interaction with the hotel, emphasizing the importance of each phase.
Transcripts
[Music]
good day everyone i'm jaisal main west
of bshrm3e
i'm going to discuss about what front
office department is and what the
responsibilities are in the front office
operations and later on i'll show you
some of my videos about the phases of
the gas cycle in hotel
every multi-departmental physical
business needs to have a front office or
reception to receive the visitors
front office department is the face and
as well as the voice of a business and
at this point it is the first gas
contact area
front office also called the nerve
center of the hotel
regardless of the starity of the hotel
or the hotel type the hotel has a front
office as its most visible department
for a business such as such as a
hospitality
the front office department comes with
an aspect of
elevating customer experience with the
business front office staff handles a
transaction between the hotel and its
guests
the staff receives the guests handles
their request and strikes the first
impression about the hotel entered into
their minds
all the activities and areas of the
front office are geared toward
supporting guest transactions and
services
it can be defined as a fraud of the
housing department
located around the foyer at the lobby
area
of a hospitality property
the front office develops and maintains
a comprehensive database of guest
information
coordinates guest services and ensures
guest satisfaction
the core job of the front office
department is to sell rooms and retain
the satisfied customer for the future
front office function also include
planning of rates as per various
strategies which give profit to the
hotel for further growth
generally a gas interaction with the
hotel is divided into following phases
the first phase in the gas cycle is
pre-arrival this is where the guest does
the room reservations
it is considered as the starting point
of what is referred to as a gas cycle
and it is an integral part of the
pre-arrival
the guest chooses a hotel during the
pre-arrival stage of the gas cycle
choice of the guests can be affected by
many factors including previous
experience with the hotel advertisement
word of mouth referral by friends and
colleagues
location corporate travel travel agent
booking etc
in this first stage
the customer or the prospective guest
inquires about availability of the
desired type of accommodation and its
amenities via telephony call or an email
the customer also tries to find out more
information about the hotel by visiting
its website
at the hotel end
the front office accounting system
captures the guest information such as
name
age contact numbers probable duration of
stay for room reservation and so on
the details which are collected during
the reservation also helps the hotel of
the complete
registration activities like assigned
room according to the guest request room
need to be charged to the guest follower
during the course of stay etc
the hotel has three types of reservation
the guaranteed reservation or confirmed
reservation
which hotel assures that
which hotels assures the guest that the
required room shall be blocked after
confirmation per payment
second is the tentative reservation or
none guaranteed which the guest normally
informs the hotel
he will pay up our arrival to his
reservation
hotels have a cut of policy with regards
to this reservation and if the guest did
not confirm before the set time frame
and then the reservation will be
canceled and will be given else normally
a walking guest or someone from the
waitlist
waitlist reservation is when the
requested category of room is not
available for the requested dates or if
the hotel is fully booked
and the guest still wants to be
considered for a booking just in case a
reservation guest gets cancelled
now let me show you the video of
pre-arrival intentive reservation
[Music]
[Music]
good afternoon thank you for calling
diamond hotel reservation desk this is
jaisal speaking how may i help you hi
good afternoon i would like to make a
reservation please
may i have your full name phone number
and email address please
i'm kayra latos my contact number is
098-7766554
and my email address is k k.gasgmail.com
may i spell your name for k
kilo
alpha yankee echo
for alatos romeo echo lima alpha tango
and your contact number is
zero nine eight eight
seven seven six
six five five four
and your email address is k.guest
gmail.com is it correct ma'am yes that's
right mr latos i would like to know when
are you planning to stay with us
for how many person and for how many
nights i'll be arriving on december 7th
would stay for
three nights and i'll be checking in
alone may confer mom you'll be arriving
on december 7 would check in for four
days and three nights and for one person
am i correct yes that's right
hold on for a while mr alatos as i check
our availability on that date
mr lattos we have three kinds of
available room our standard room has a
balcony with a view of city with a rate
of seven thousand per head
our executive room has a balcony with a
view of the mountains with the rate of
thirteen thousand per head
deluxe room has a balcony with the view
of the beach resort with a rate of 17
000 per head
which one do you prefer ma'am
i'd like to have the standard room
please that's an excellent choice miss
relatos allow me to reserve that room
for you
you'll be arriving on the 7th of
december
and will be staying until 10
for a total of four days and three
nights for one person at our standard
room
am i correct
definitely mr latos i would like to know
if you want to guarantee your
reservation oh no i'll be paying upon my
arrival okay mom the total will be 20
000 for four days and three nights in
our standard group
inclusive of complementary breakfast and
dinner and you plan to pay your
accommodation upon your arrival am i
correct yes that's correct
all right mr lattas your reservation has
been made for the 7th of december
i will be sending the reservation
details on the email that you provided
our standard tracking time is 2pm
do you have any requests with regards to
your state would you like to have our
airport vehicle to pick you up no need
thank you so much
all right miss rolatos be reminded that
we have a cut-off policy with regards to
non-guaranteed reservations
and if we did not confirm within our
standard check-in time frame which is
until 6 pm on that day of your
reservation
then your reservation will be
automatically cancelled
alright i understand anyway thank you so
much for your help jason it's a pleasure
serving you mr latos and thank you for
choosing our hotel we'll see you in
december 7. have a nice day
now let's go to the second phase in the
guest cycle which is arrival
the arrival stage of the gas cycle
includes registration and room
assignment process
after the guest arrives he establishes a
business relationship with the hotel
through the front office
it is the front of his staff's
responsibility to clarify any query of
the guest especially the details of room
rate packages he is booked on
front office staff should determine the
guest reservation status before
beginning the check-in or registration
process
guest with reservation and guests
without preservation commonly known as
walk-ins
walk-ins also provide an opportunity for
business for front dead staff
a guest reservation court or grc is
printed and completed at the time of
check-in which will help the front desk
to collect essential information
the grc should contain details like
billy instructions reservation details
number of adults and children occupying
address passport and visa for foreign
nationals
full address personal details and credit
card details and so on because the gas
and hotel gain certain legal benefits it
is mandatory to get
guest signature on the registration card
the registration process is complete
once a method of payment and the guest
departure date have been confirmed and
julie signed by the guest
the guest may be given a room key and
direction to the room or escorted by the
guest service associate or guest service
manager
now let me show you the video of
arriving the walking in gas in hotel
afternoon mom welcome to diamond hotel
how may i help you
i'd like to have a room for two nights
please
do you have any reservation ma'am no i
don't have a reservation i borrow your
id mom while i'll check for a room
availability all right here's my id
thank you mom
as for checking mom we have an available
premier kingdom smokey with a full view
with a complementary breakfast and
dinner with the rate of 7425
per night
and premier tweed and smoking with the
city view with a complimentary buffet
breakfast and dinner
with the rate of 5425
per night which one do you prefer ma'am
i'll take the premier king non-smoking
for one person please
excellent choice mom the booking is
under your name miss k relatos yes that
would be me
mr lattas fill in those with check marks
while i photocopy your id
here's your id mom
thank you for this
thank you so much
mr latos i would like to know how are
you planning to settle your
accommodation i will be using a credit
card okay mom thank you so much i will
be swiping the amount of 14 850 for the
total of four days and three nights in
our premier kingdom smoking with a
complimentary breakfast and dinner
yes please
all right mr latos please sign those
with check marks and here's your credit
card thank you for this
here's the form thank you thank you so
much by the way would you like to place
a deposit for incidentals it would be
refundable upon checkout no need
no worries mr latos be reminded that in
case of unexpected incident then you'll
be required to pay in cash
alright i understand
mr latos thank you so much for choosing
our hotel this will be your key card and
you will be staying on the 12th floor
breakfast starts at 6 a.m and just
present your key card
our bell staff will be assisting you to
your room i'm sure you have any
questions don't hesitate to call us
thank you so much
have a pleasant stay mr aladdus
now let's go to the last part of the
guest cycle the departure
during guest departure the guest buckets
the room receive the guest acquired
statement of the settled accounts
return the room keys and leaves the
hotel
the guest accounting system ensure
payments for goods and services provided
if a gas bill is not complete
the gas bill is not completely paid
the balance is transferred from guest to
non-guest records
when this occurs
collection becomes the responsibility of
the back office accounting division
at this stage front offices also collect
the feedback of the guest experience in
the hotels by hunting over the guest
feedback form
at the time of guest departure the front
office staff thanks the guests for
giving an opportunity to serve and
arrange for handling luggage
in addition if the guest requires the
airport or other drop service the front
office belt desk fulfills it
once the gas has checked out the front
office updates the room's availability
status and notifies the housekeeping
department
now let me show you the video of the
parting guest without many bar
consumptions
[Music]
good afternoon thank you for calling
front desk this is jason speaking how
may i help you good afternoon i would
like to check out please
you are calling from room 1402
am i correct mr latas yes that's right
did you consume anything from the mini
bar mr latos no i did not consume
anything from the mini board thank you
for that information mr lattos do you
need any assistance with your luggage no
i can manage thank you for asking please
press enter key card at the front desk
mount thank you
okay you're welcome
good afternoon man how may i help you i
would like to check out these
may i have your key card man sure here
it is
alright mom give me a minute to confirm
with the housekeeper for the punch room
items at the mini bar
but afternoon housekeeping i'd like to
confirm if there's any items consumed
from the midi bar from room 1402 but
afternoon man the guest did not consume
any items from the minibar the rest of
the items are sealed thank you for that
information
why do we miss relatos how's your day
everything's wonderful i had a relaxing
time i hope to be back here soon i'm
glad that you had a wonderful stay mr
latos
upon checking everything is already
settled and since you did not use your
deposit for incidentals it will
automatically be cancelled upon checkout
do you need any assistance with your
luggage ma'am no i can manage thank you
for staying with us mr latos it was
pleasure serving you have a nice day
have a good day as well
and that is the stages of guest
interaction with the hotel thank you for
watching
Voir Plus de Vidéos Connexes
Guest cycle in front office/ Hotel guest cycle/ Front office training video/ Front office interview
GUEST CYCLE STAGES: INCLUSIVI3
15 Ways to Become the Best Front Office Manager | Ep. #169
Accomodation Knowledge - Bellboy (Job and Responsibilities)
TLE FOOD AND BEVERAGE SERVICES Lesson 1.2 TAKING RESERVATION
Food & Beverage Department in the Hotel | Top 10 Facilities in F&B Department | Hotel Management
5.0 / 5 (0 votes)