these are various stages in the hotel. a guest checks in hotel. prearrival stage, during stay activities, departure and post departure activities

1. HOTEL GUEST CYCLE
BY Dr. Bhavya Khamesra

2. GUEST CYCLE
Pre
arrival
Arrival
Stay in
hotel
Departure

3. PRE ARRIVAL PROCEDURE AT FRONT DESK
 Take over from night shift, check the log book
 Check the arrival list . Block rooms for them.
 Keep the registration forms ready with details
provided so that at the time of check in the guests
have to only sign the form.
 Check departures of the day by daily departure list.
Check that the bills are ready and guests have
settled bills before departure. Then only call the
bellboy for luggage
 Calculate Room position = expected departures +
vacant rooms – expected arrivals

4.  Make sure that guests vacate rooms on time so
rooms are available for arrivals
 Check VIP arrival, allocate room, make sure that
the room amenities like dry fruits, flowers are ready
 Check group arrival , block and allocate rooms for
the group, inform F&B , Housekeeping, room
service
 Check out of order room with housekeeping so that
they are not allocated to guests

5. FUNCTIONS ON ARRIVAL
 Welcome the guest, aarti, tika, garland and
welcome drink
 Registration of guest
 Creating guest account/ room account
 Taking advance payment , mode of payment
 Room allotment
 Handing room keys
 Lauggage handling by bell desk

6. DURING STAY ACTIVITIES
 Handling queries, giving information about hotel
facilities
 Information about city
 Handling guest accounts and update by cashier
 Receiving and deliver messages to guests
 Handle keys( keys, key cards)
 Guest paging
 Issue and handle safety deposit locker

7. DEPARTURE AND POST DEPARTURE
 Preparation and presenting the guest bills
 Take cash/ card from guest and settle guest bills
 Taking the luggage from room to lobby and then to
car
 Left luggage handling, ( if check out time is 8.00 ,
and guest has to keep the luggage in hotel till
evening)
 Taking guest feedback, fill guest comment card
 Sales and marketing for future
 Give warm farewell to guest