Guest cycle

The guest cycle describes the activities that each guest passes by from the moment he/she calls to make a reservation inquiry till he/she departs from the hotel.

1. G u e s t C y c l e

2. G u e s t C y c l e 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 5 different stages, which are depicted in the underneath diagram:

3. 1. Advance room reservation - Availability - Rate offered - Booking - Process - Guest Information - Type of reservation (FIT or Group)

4. Preparing for the Arrival Such As pre-registration, Guest Amenities, Blocking of the room. Any Special Preference. Receiving, Welcoming & Greetings of Guest and Assigning of room.

5. Room Check And amenities. Registration procedure.(Individual, Bound Book) Room allocation VIP Guest Arrival Procedure

6. Activities & Facilities in the hotel Message Handling Room Change Preference Room Service - Tracking of bill Message Handling Local touring Arrangement for transportation Guest Requests

7. Complaint Handling :- Avoid Conflicts Listen Show Sympathy Do not Justify Ask Questions Agree & Take Action Follow-up & feedback Facts About Complaint

8. C/out For the Group, FIT & VVIP. Settling of guest accounts Thanks the guest for giving an opportunity to serve Handling luggage If any pickup & drop service “Last Impression is the lasting impression”

9. Taking feedback – Filling up of comment card Thank you for your stay Email Also asking for the feedback for online portal Such As Facebook, Trip Advisor, etc. Sales & Marketing For Future

10. Review

11. ACTIVITIES: Reservation Preparation for the known guest or a preference ACTIVITIES: Greeting the guest by uniformed service Registration Room allocation Issuance of room key Baggage handling Updating A & D Register ACTIVITIES: Handling guest accounts Mail and message handling Guest Paging, travel assistance Other guest services Interaction with other departments Safe deposit locker and currency exchange ACTIVITIES : Preparation of bills Settlement of guest account Transportation Asking for feedback Assistance by uniformed services ACTIVITIES: Departure notification Updating A & D Register Departure errand card Feedbac k Guest Cycle Activities/Stages

12. Assignment Role Play : Make a video of complete guest cycle. You can use the apps such as vivavideo , appleimovie,etc

13. Assignment Role Play & Scrip Writing: Check In Check Out Guest Complaint Upselling Group Check in Rules: Five Groups Have to write a script and role play to be performed Minimum 10 Minutes and maximum 15 Minutes

14. Thank You - By Mrs. Himani Nikhil Batheja