Guest Cycle
Guest Cycle
I- Guest Cycle: Introduction
• The guest cycle describes the activities that each guest passes by from the moment he/she calls to communicate a reservation inquiry till he/she departs from the hotel. In fact, the guest cycle encompasses 4 different stages, which are depicted in the underneath, diagram:
Pre-Arrival Þ Arrival Þ Occupancy Þ Departure
• Each stage of the guest cycle is associated guest service, and guest accounting activity.
1. Guest services:
Reservation Þ Registration Þ Occupancy services Þ Check-out and history
2. Guest Accounting:
Establishment of credits Þ posting charges Þ Night auditing Þ settlement of accounts
• Below is a description of the activities undertaken at each stage of the guest cycle:
Analysis of Functions
1. Pre-arrival:
• At the pre-arrival stage, the hotel must create for every potential guest a reservation Record. Doing this initiates the hotel guest cycle. Moreover, reservation records help personalize guest services and appropriately schedule needed staff and facilities
• The reservation department should, then, complete all the pre-registration activities and prepare guest folios (applicable only for automated systems). Doing so will eventually maximize room sales by accurately monitoring room availability and forecasting room revenues
2. Arrival:
• At the arrival stage, registration and rooming functions takes place and the hotel establishes a business relation-ship with the guest.
• The check-in clerk should determine the guest’s reservation status (i.e. pre-registered guests versus walk-ins). Later, he/she shall prepare a registration record or make the guest sign the already-printed pre-registration record (under some of the semi-automated and all fully automated systems).
• The registration records shall include the following personal and financial items:
a) Personal information:
1. Name and Surname of the guest along with billing address, telephone number, and any
I- Guest Cycle: Introduction
• The guest cycle describes the activities that each guest passes by from the moment he/she calls to communicate a reservation inquiry till he/she departs from the hotel. In fact, the guest cycle encompasses 4 different stages, which are depicted in the underneath, diagram:
Pre-Arrival Þ Arrival Þ Occupancy Þ Departure
• Each stage of the guest cycle is associated guest service, and guest accounting activity.
1. Guest services:
Reservation Þ Registration Þ Occupancy services Þ Check-out and history
2. Guest Accounting:
Establishment of credits Þ posting charges Þ Night auditing Þ settlement of accounts
• Below is a description of the activities undertaken at each stage of the guest cycle:
Analysis of Functions
1. Pre-arrival:
• At the pre-arrival stage, the hotel must create for every potential guest a reservation Record. Doing this initiates the hotel guest cycle. Moreover, reservation records help personalize guest services and appropriately schedule needed staff and facilities
• The reservation department should, then, complete all the pre-registration activities and prepare guest folios (applicable only for automated systems). Doing so will eventually maximize room sales by accurately monitoring room availability and forecasting room revenues
2. Arrival:
• At the arrival stage, registration and rooming functions takes place and the hotel establishes a business relation-ship with the guest.
• The check-in clerk should determine the guest’s reservation status (i.e. pre-registered guests versus walk-ins). Later, he/she shall prepare a registration record or make the guest sign the already-printed pre-registration record (under some of the semi-automated and all fully automated systems).
• The registration records shall include the following personal and financial items:
a) Personal information:
1. Name and Surname of the guest along with billing address, telephone number, and any