The guest cycle is the complete experience that a guest goes through in a hotel: from making the booking to departure and the interaction with the hotel even after departure During this phase, the guest first selects a hotel for stay
What are the 4 stages of the guest cycle?
What Are the Stages in the Guest Life Cycle? Research Booking Pre-Arrival Arrival Occupancy Check-out / Departure Post-stay
What is Post departure in guest cycle?
Post departure is even termed as after departure activities, which need to be performed by front office department in hotels In this stage guests are sent birthday cards, marriage anniversary greetings by the hotel to keep in touch with the guest and certainly is liked by the guest by doing so
What are the three different system of guest arrival?
There are 3 systems, one for reservation, one for billing and other for checking mails and other sources of reservation They check the room availability and inform the guest After the reservation is done, the guest gets an SMS containing a reservation code/number
What is guest arrival?
A guest arrival/departure is defined as a person who arrives at/leaves a collective accommodation establishment or private tourism accommodation and checks in/out The arrivals of non-tourists (refugees, guests on medical referral, etc)Feb 2, 2005
How many stages are there in a guest cycle?
You can think of the guest life cycle as the four stages a guest goes through when lodging at a property – before they arrive in the hotel, when they arrive, while they’re staying, and after they’ve departed
What is guest cycle PDF?
Guest cycle refers to the distinct stages of guest interaction between the hotel and guests On the basis of the stage of interaction and activities involved, the Guest Cycle is broadly, classified into four main stages based on the activity type These are: Pre Arrival, Arrival, Stay and Departure
What does it mean rack rate?
The hotel rack rate is the price that a hotel charges for a room before any discounts have been applied It is sometimes referred to as the published rate and is usually set artificially high, which means that discounts can look extremely generous by comparison
What is scanty baggage?
The term Scanty Baggage refers to a guest with hand baggage Such guests are a threat as they may check-out of the hotel without paying their bill Most hotels have a policy of taking an advance as a safeguard against skipping out of the hotel
What is upselling in hotel?
Upselling refers to persuading a customer to buy additional products and services, something that they didn’t plan to buy initially Upselling in the front office and front desk upselling are the same things They encompass selling additional services or room upgrades to guests that arrive at a hotel
What are the function of front office in each stage in the guest cycle?
The functions of the front office during the stay of the guest include: 1 Handling guest accounts (FOLIOS) 3 Key Handling 4 Guest Mail Delivery 5 Guest Paging 6 Safety deposit Locker
What is front office accounting cycle?
A front office accounting system Front office accounting system tracks financial transactions through the guest cycle Front office accounting system ensures internal control over cash and non cash transactions Front office accounting system records settlement for all goods and services provided
How does the departure stage of the guest cycle conclude both guest services and guest accounting activities?
How does the departure stage of the guest cycle conclude both guest services and guest accounting activities? They create a guest history file so that the hotel knows what to expect from this guest they also get feedback from the guest
What is VIP procedure?
Preparation for a VIP and VVIP arrival starts right from the reservation stage, All department must coordinate effectively and carefully controlled to have an effective VIP procedure A VIP status is often approved by the General Manager, Rooms Director/Director of Operations, or Director of Sales
What is guest folio?
Guest Folio – an account associated with a single hotel guest All transactions between the hotel and the guest are recorded into the guest folio All single guest information is also saved into the guest folio Master Folio – is a collection of sub-folios and can be associated with a single guest or group of guests
What is C form in a hotel?
“The C-form is mandatory for every foreigner while checking into a hotel, and the visitor has to give passport number, phone number, purpose of visit, visa details and country They would have to visit the FRO for verification,” added Patil
What is guest occupancy?
Occupancy is the amount of guests staying in a room, sometimes directly referred to as “occupants” For example, if a room has a single bed and a double bed, then the maximum amount of people that can stay in the room is 3, and so 3 is the Maximum Occupancy of the room
At what point in the guest cycle should guests be asked how they intend to settle their accounts?
Traditionally, at check out, the guest is presented a final copy of his or her account folio for review and settlement During this time, the front desk agent should ask how the guest intends to settle his account, regardless of which method of settlement the guest specified during the registration process
What is the AP plan?
The American Plan, sometimes abbreviated as AP in listings, means that the nightly rate quoted by a hotel or resort includes three meals a day, ie breakfast, lunch, and dinner In the American plan, the meals are provided by the establishment’s kitchen and served on site, typically in the dining room
What is reservation and types?
Typical reservation types for standard reservations are: 6:00 PM Hold, Guaranteed by Credit Card, Guaranteed by Company, etc For tentative reservations, typical reservation types are: Deposit Expected, Confirmation Expected, Group Block, etc
What is occupancy in hotel?
What is Occupancy? Simply put, it’s the number of rooms occupied by guests on any given night If you have a 100-room hotel and 62 rooms were sold, then occupancy is of course 62%
What is correction voucher?
Correction Voucher – A voucher used to support the correction of a posting error which is rectified before the close of business on the day the error was made Transfer Voucher – A voucher used to support a reduction in balance on one folio and an equal increase in balance on another
What is crib rate?
crib·ri·form (krib’ri-fōrm) [TA] Sievelike; containing many perforations
What is hubbart formula?
The Hubbart Formula is a formula that can be used in hotel management It is used to determine the proper average rate to set for rooms in a given hotel It can be expressed as a formula: [(Operating expenses + Desired return on investment) – other income]/projected room nights = room rate
What is hotel skipper?
Skipper: The guest has left the hotel without making arrangements to settle his or her account Sleeper: The guest has settled his or her account and left the hotel, but the front office staff has failed to properly update the room’s status Do Not Paid: The guest is going to check out from the hotel today