GUEST CYCLE STAGES: INCLUSIVI3

Summary

This video script outlines the guest experience cycle in a hotel, detailing the four stages: pre-arrival, arrival, occupancy, and departure. The pre-arrival phase involves guests choosing and reserving the hotel. Arrival encompasses registration and room assignment, marking the beginning of the guest's relationship with the hotel. During occupancy, front desk staff coordinates hotel activities to ensure a pleasant stay. Finally, departure includes account settlement and room key return, concluding the guest's visit.

Takeaways

• 🏢 The gas cycle is a four-stage process that includes pre-arrival, arrival, occupancy, and departure stages for hotel guests.
• 📅 Pre-arrival activities involve guests choosing the hotel and making reservations before they arrive.
• 🛎️ The arrival stage is marked by the guest's check-in, registration, and room assignment, establishing their business relationship with the hotel.
• 🏨 The front desk agent plays a crucial role in ensuring a smooth transition through each stage of the gas cycle.
• 🔑 During occupancy, the front office staff coordinates all hotel activities, ensuring guests have a pleasant stay.
• 💼 Professionalism and competence are key to the front office staff's role in managing guest interactions and services.
• 🏷️ The departure stage involves guests settling accounts, returning room keys, and leaving the hotel.
• 🎵 Music is used throughout the script to enhance the narrative and keep the audience engaged.
• 🤝 The front desk agent is responsible for creating a positive first and last impression, which is vital for guest satisfaction.
• 🗓️ Efficient coordination of hotel services during the occupancy stage contributes to a successful guest experience.
• 👋 The departure process should be as seamless as possible to ensure guests leave with a positive impression of the hotel.

Q & A

What is the first stage of the guest service cycle known as?

The first stage of the guest service cycle is known as the pre-arrival stage.

What activities take place during the pre-arrival stage?

During the pre-arrival stage, guests choose the hotel and make a reservation.

What is the second stage of the guest service cycle called?

The second stage is the arrival stage, which begins when the guest arrives and checks in.

What are the key activities that occur during the arrival stage?

The key activities during the arrival stage include registration and the process of room assignment.

How does the guest establish a business relationship with the hotel during the arrival stage?

The guest establishes a business relationship with the hotel through the registration process and room assignment.

What is the third stage of the guest service cycle?

The third stage is the occupancy stage, which starts once the guest checks into their room.

What is the role of the front office staff during the occupancy stage?

During the occupancy stage, the front office staff acts as the center for hotel activities and must coordinate these activities in a competent and professional manner.

What is the final stage of the guest service cycle?

The final stage of the guest service cycle is the departure stage.

What happens during the departure stage?

During the departure stage, the guest settles their accounts, returns the room key, and leaves the hotel.

Why is it important for the front desk agent to manage the guest service cycle effectively?

Managing the guest service cycle effectively ensures a smooth and enjoyable experience for the guests, which can lead to positive reviews and repeat business.

How does the front desk agent contribute to the guest's overall satisfaction during their stay?

The front desk agent contributes to the guest's overall satisfaction by providing efficient check-in and check-out processes, coordinating hotel services, and addressing any guest requests or issues promptly.

Outlines

00:00

🏨 Hotel Guest Cycle Overview

This paragraph introduces the concept of the guest cycle in a hotel, which is managed by the front desk agent. The guest cycle is divided into four stages: pre-arrival, arrival, occupancy, and departure. The pre-arrival stage involves activities prior to the guest's arrival, such as choosing the hotel and making a reservation. The arrival stage begins with the guest checking in and includes registration and room assignment. The guest then establishes a business relationship with the hotel and is escorted to their room. The occupancy stage is when the guest is staying at the hotel, and the front office staff coordinates hotel activities professionally. The departure stage is marked by the guest settling accounts, returning the room key, and leaving the hotel.

Keywords

💡Front Desk Agent

A front desk agent is a hotel staff member responsible for providing guests with a range of services, including check-in, check-out, and answering inquiries. In the context of the video, the front desk agent plays a crucial role in managing the guest experience throughout the entire stay, from pre-arrival to departure.

💡Guest Cycle

The guest cycle refers to the sequence of stages that a guest goes through during their interaction with a hotel, including pre-arrival, arrival, occupancy, and departure. The video script emphasizes the importance of the front desk agent in ensuring a smooth and enjoyable guest cycle.

💡Pre-Arrival

Pre-arrival is the initial stage of the guest cycle where activities are conducted prior to the guest's arrival at the hotel. This includes the guest selecting the hotel and making a reservation. The script highlights that the front desk agent's role begins even before the guest's physical arrival, setting the stage for a positive experience.

💡Check-In

Check-in is the process by which a guest formally registers at the hotel upon arrival. It marks the beginning of the guest's stay and is a critical touchpoint in the guest cycle. The video script illustrates that the front desk agent facilitates this process, which is essential for establishing the business relationship with the hotel.

💡Room Assignment

Room assignment is the act of allocating a specific room to a guest during their stay. The script mentions that this is part of the arrival stage, where the front desk agent ensures that the guest is assigned to a room that meets their needs and preferences.

💡Occupancy

Occupancy refers to the period during which a guest is staying at the hotel. The script indicates that during this stage, the front office staff, including the front desk agent, serves as the central point for hotel activities, coordinating services to ensure guest satisfaction.

💡Front Office Staff

Front office staff encompasses the team members who work at the hotel's front desk and are responsible for guest interactions. The video script underscores their role in coordinating hotel activities professionally and competently during the occupancy stage.

💡Departure

Departure is the final stage of the guest cycle where the guest checks out, settles their accounts, returns the room key, and leaves the hotel. The script suggests that a smooth departure process is important for leaving a lasting positive impression on the guest.

💡Business Relationship

A business relationship in the context of the video refers to the ongoing interaction and service provision between the hotel and its guests. The front desk agent plays a key role in establishing and maintaining this relationship, particularly during the arrival stage when the guest checks in.

💡Hotel Activities

Hotel activities encompass the range of services and operations provided to guests during their stay. The script highlights the front desk agent's responsibility to coordinate these activities, ensuring a seamless and enjoyable guest experience.

💡Professional Manner

A professional manner refers to the courteous, efficient, and skilled approach that hotel staff, including the front desk agent, should adopt when interacting with guests. The video script emphasizes the importance of maintaining a professional manner throughout all stages of the guest cycle.

Highlights

The gas cycle is a four-stage process for managing hotel guest experiences.

Pre-arrival stage includes activities done before guests arrive at the hotel.

Guests choose the hotel and make a reservation during the pre-arrival stage.

The arrival stage is marked by the guest's check-in and room assignment.

During the arrival stage, the guest establishes a business relationship with the hotel.

The occupancy stage begins once the guest checks into their room.

Front office staff coordinates hotel activities during the occupancy stage.

Professionalism and competence are key in managing guest activities.

The departure stage is initiated when the guest settles accounts and returns the room key.

Front desk agents play a crucial role in ensuring a positive guest experience.

Hotel guests go through a cycle of stages from pre-arrival to departure.

The front desk agent is responsible for guiding guests through the gas cycle.

The gas cycle is essential for a smooth and enjoyable guest stay.

Effective coordination of hotel activities is necessary for guest satisfaction.

The departure stage signifies the end of the guest's stay at the hotel.

The gas cycle helps in maintaining a structured approach to guest services.

Each stage of the gas cycle has specific activities and responsibilities.

Guest satisfaction is a priority throughout the gas cycle.

The front desk agent's role is central to the successful execution of the gas cycle.

Transcripts

[Music]

while your guests are visiting your

hotel as the front desk agent you are

responsible for enjoyably taking them

through the gas cycle

the gas cycle is divided into four

stages

pre-arrival arrival

occupancy and departure

pre-arrival stage involves activities

which are done before the arrival of the

guests on the check indeed these include

the guests choosing your hotel and

making a reservation

[Music]

when the guest arrives and checks in

this signals the arrival stage this

stage includes registration and the

process of room assignment during this

stage the guest establishes the business

relationship with the hotel

the guess is then escorted to their room

[Music]

once the guest checks into their room

the occupancy stage of the gas cycle

rolls in the occupancy stage occurs

during the stay at the hotel the front

office staff is the center for Hotel

activities and must coordinate these

activities in a competent and

professional manner

foreign

[Music]

settles their accounts Returns the room

key and leaves the hotel