Chapter 4: The Guest Cycle 4.1: Stages in the Guest Cycle
Four Stages of Guest Cycle • There are four stages in the guest cycle that determine the flow of business: • Pre-arrival • Arrival • Occupancy • Departure
Pre-Arrival • The guest chooses a hotel during this stage • Preregistration activities occur including preparing a guest folio.
Arrival Stage • Includes: • Determining guest’s reservation status • Creating a registration record • Assigning a room and rate • Identifying a payment method • Establishing departure date • Providing a room key and map • Room assignments may need to take into account guests with physical impairments.
Occupancy Stage • The front desk coordinates guest services and responds to guest requests. • A variety of financial transactions occur during this stage and are processed according to front office posting and auditing procedures.
Protecting Guest’s Right to Privacy • Guests are entitled to constitutional protection against unreasonable search and seizure. • Never announce a guest’s room number or give room numbers to callers. • Never give out guestroom keys to anyone but the registered guest.
Departure Stage • Guest services and guest accounting are completed during this stage a guest history record is created and the guest’s account is zeroed out. • Hotels often use expired registration records to construct a guest history file.
Assignments • Complete the Apply Your Learning 4.1, questions 1-7 • Complete Workbook 4.1 Assignments • 4.1 Online Quiz (at http://mrstsblog.edublogs.org)
Do you remember? Time for the Chapter 4.1 quiz. This is an open book quiz. This must be completed prior to the Chapter Test. It may only be submitted once. Be sure you have reviewed your quiz BEFORE you click the submit button! Chapter 4.1 Quiz Link