The document outlines the guest cycle in hotel front office operations, detailing interactions from booking to departure. It highlights key steps such as pre-arrival inquiries, arrival registration, and departure processes, emphasizing the importance of guest relations and communication. Factors influencing guest decisions include hotel reputation, staff efficiency, and ease of reservations.

1. GUEST
CYCLE
IN FRONT
OFFICE

2. The steps of interaction between
guest & the hotel staff from the
moment the guest decides to make
the booking till the time the guest
leaves the hotel.
WHAT IS
GUEST CYCLE?

3. STEPS INVOLVED
PRE-ARRIVAL
Inquiry/ Making a reservation
ARRIVAL
Registration, Room Assignment,
Issuance of Room Key, Baggage
Handling
IN-HOUSE
Mail & Messege handling,
Maintenance of guest account,
Travel assistance, safe deposit,
currency exchange etc.
DEPARTURE
Prepration of guest bill, settlement
of guest accounts, transportation,
future reservation

4. Location or reputation of
the hotel
Conceptions bases upon
the hotel’s name or chain
affiliation
How the reservations
agent describes the hotel
facilities, room rates,
amenities
The attitude, efficiency,
and knowledge of the front
office staff may affect the
caller’s decision to stay in a
particular hotel or not.
Guest’s own research &
online reviews
Previous experience with
the hotel
Advertisement &
promotion of the hotel
Recommendations from
travel agents, friends etc.
Ease of making reservation
PRE-ARRIVAL

5. ARRIVAL STAGE
Legal & mandatory
process for all visitors to
hotel
REGISTRATION PROCESS
A/C for recording
charges & payments
OPENING GUEST ACCOUNT
Allocating correct type
of room, according to
guest need & budget
ROOMING FUNCTION
Welcoming, room allocation,
handling key, luggage
assistance, delivering mail etc.
OTHER ACTIVITIES

6. A
To encourage repeat guests &
visits.
B
Maintain strong guest relations
throughout their stay.
C
To build clear, constructive
communication between front office,
other departments & the guest.
D
Maintain & create guest accounts
STAY IN HOTEL

7. Preparation &
presentation of bills
Left luggage
handling
01.
04.
Luggage handling by
bell desk
Sales & marketing
activity
Settlement of guest
accounts
Giving warm farewell
at the time of departure
DEPARTURE
03.
05.
02.
06.

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