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
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Managing the Guest Cycle The guest cycle describes the activities that each guest passes by from the moment he/she calls to communicate a reservation inquiry until he/she departs from the hotel. The hotel guest stay cycle can be divided into four main stages. Within these four stages there are important task related to guest services and guest accounting. The Four Stages of Guest Cycle: 1. Pre-Arrival 2. Arrival 3. Occupancy 4. Departure Below is a description of the activities
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The Maldives National University Faculty of Hospitality and Tourism Studies Front Desk Operations Certificate III in Front Office Operations Front Office Department – January 2012 Table of Contents Chapter 1 Introduction Page 02 Chapter 2 Organization structure Page 05 Chapter 3 Classification of hotels Page 11 Chapter 4 Reception Page 18 Chapter 5 Registration Page 20 Chapter 6 Handling customer complaints Page 25 Chapter 7 Telephone
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Indian Institute of Hotel Management & Culinary Arts (Affiliated to Osmania University) Creating Culinary Competence FRONT OFFICE - I BHMCT I YEAR BCT CA I YEAR S. No CONTENT PAGE NO. 1. 2 3 4 5 Unit – I 1.1 Introduction‚ History & Evaluation 1.2 Classifications of Hotels 1.3 Duties & Responsibilities & Job Description-Principles Staff
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Front Office Organization Chart ____________________________________ General Manager As a hotel manager duties vary depending on the size and type of hotel‚ but may include: planning and organizing accommodation‚ catering and other hotel services; promoting and marketing the business; managing budgets and financial plans as well as controlling expenditure. Assistant Manager Assistant hotel managers are in charge of overseeing all the events‚ activities and operations in a hotel
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Front Office Manager Job Discription : To ensure that all Departments under his supervision are successful and as independent profit center as possible‚ ensuring maximum guest satisfaction consistent with our hotel standards‚ through planning‚ organizing‚ directing and controlling all aspects related to the revenues and operating expenses. Report To : Directorof Rooms Responsible For : Assistant Front Office Manager‚ Concierge‚ Reservation Supervisor‚ Reception Supervisor‚ Assistant
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Rooms Division Management Chapter 1 A process is a series of related tasks that yields a product or service to satisfy a guest. A typical hotel has the following core processes: Guest’s selection of a hotel Guest’s arrival at the hotel Guest’s stay at the hotel Guest’s departure The selection proceeds through the introduction of the hotel which can be done in 3 ways: On Internet through a hotel’s website (one of the most important sources of reservations for hotels)
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JOB DESCRIPTION FOR JUNIOR RECEPTIONIST POSITION TITLE : FRONT OFFICE ASSTT. RESPONSIBLE TO : SR. RECEPTIONIST PURPOSE & SCOPE OF JOB RESPONSIBILITIES 1. Check log Book‚ wake-up call register and update information panels. 2. To keep all stationeries as per standard laid down. 3. Sorting out guest mart. 4. Cleanliness of the work area‚ 5. To check pigeon holes for message/ location forms and to act accordingly‚ 6. To keep and give keys. 7. To report
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five nights. Mary: Great! Oh and my sister’s luggage was lost. Please tell us if it’s delivered to the hotel. D: Of course. I’ll need your passport‚ and please sign this guest card. Mary: Okay. Here you are. Oh and what is the checkout time? D: Eleven A.M. and if you need any assistance. Please see our concierge or call the front desk. Here are your keys. Getting hotel information conversation Script: D: Hello‚ What can I do for you? Lisa: We just arrived at the hotel. Can you tell us what
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Fajardo Have a nice day. Check in Hotel: Good afternoon. Welcome to the burj al arab Hotel. How may I help you? Guest: I have a reservation for today. It’s under the name of Fajardo. Hotel: Can you please spell that for me‚ sir? Guest: Sure. F-A-R-J-A-R-D-O Hotel: Yes‚ MS. Fajardo.‚ we’ve reserved a double room for you with a view of the ocean for two nights. Is that correct? Guest: Yes‚ it is. Hotel: Excellent. We already have your credit card information on file. If you’ll
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