The document describes the guest cycle which outlines the 5 stages a guest passes through from making a reservation inquiry to departing the hotel. The 5 stages are: 1) pre-arrival where reservations are made and preparations are done for arrival, 2) arrival where guests are greeted and checked into their rooms, 3) stay where guests enjoy hotel amenities and services, 4) departure when guests checkout and settle their accounts, and 5) post-departure where guest feedback is collected. Each stage involves specific activities to ensure a seamless experience for guests during their hotel stay.

1. Guest
Cycle

2. Pre -
Arrival
Arrival
StayDeparture
Post
Departure
Guest Cycle
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)
Pre -
Arrival
Arrival
StayDeparture
Post
Departure

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

5. 3. Room Check And
amenities.
4. Registration
procedure.(Individ
ual, Bound Book)
5. Room allocation
6. VIP Guest Arrival
Procedure
Pre -
Arrival
Arrival
StayDeparture
Post
Departure

6. 1. Activities &
Facilities in the
hotel
2. Message Handling
3. Room Change
4. Preference
5. Room Service -
Tracking of bill
6. Message Handling
7. Local touring
8. Arrangement for
transportation
9. Guest Requests
Pre -
Arrival
Arrival
StayDeparture
Post
Departure

7. Complaint Handling :-
1. Avoid Conflicts
2. Listen
3. Show Sympathy
4. Do not Justify
5. Ask Questions
6. Agree & Take Action
7. Follow-up & feedback
8. Facts About Complaint
Pre -
Arrival
Arrival
StayDeparture
Post
Departure

8. 1. C/out For the
Group, FIT & VVIP.
2. Settling of guest
accounts
3. Thanks the guest
for giving an
opportunity to
serve
4. Handling luggage
5. If any pickup &
drop service
Pre -
Arrival
Arrival
StayDeparture
Post
Departure
“Last Impression is the lasting
impression”

9. 1. Taking feedback –
Filling up of
comment card
2. Thank you for your
stay Email
3. Also asking for the
feedback for online
portal Such As
Facebook, Trip
Advisor, etc.
4. Sales & Marketing
For Future
Pre -
Arrival
Arrival
StayDeparture
Post
Departure

10. Review

11. Pre-Arrival
Arrival
During the
stay
Departure
stage
Post–
Departure
stage
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
• Feedback
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