Transcript Chapter 4: The Guest Cycle

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:
1.
2.
3.
4.
Pre-arrival
Arrival
Occupancy
Departure
Pre-Arrival
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
The guest chooses a hotel during this stage
Preregistration activities occur including preparing a
guest folio.
Arrival Stage
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Includes:
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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
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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
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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)
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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