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RDO_8 Session Delivery Slide 2

The document outlines the hotel guest cycle, detailing the steps involved in the pre-arrival, arrival, occupancy, and departure stages. It emphasizes the importance of effective communication and service from the Front Office to ensure guest satisfaction and encourage repeat business. Additionally, it describes various check-out methods available to guests.

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aniketdhiman963
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9 views25 pages

RDO_8 Session Delivery Slide 2

The document outlines the hotel guest cycle, detailing the steps involved in the pre-arrival, arrival, occupancy, and departure stages. It emphasizes the importance of effective communication and service from the Front Office to ensure guest satisfaction and encourage repeat business. Additionally, it describes various check-out methods available to guests.

Uploaded by

aniketdhiman963
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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The reservation is noted in the hotel’s management software. It will
be available at the time of the guest’s arrival and be useful for the
completion of registration.
The steps under pre-arrival stage are reservation, identification of
source of business, prepayment and other pre-arrival activities (pre-
registration, pre-assignment)
Source: http://www.setupmyhotel.com/train-my-hotel-staff/hotel-
guest-cycle.html

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The Front Office listens to the guest’s queries and questions, then
makes note of the requirements needed to ensure the guest enjoys
a pleasant stay at the hotel.
The steps under the Arrival stage are identification of guest status,
registration, room assignment, rate assignment, establishment of credit, creation of
guest account, issuing of room key and rooming of guest.
Source: http://www.setupmyhotel.com/train-my-hotel-staff/hotel-
guest-cycle.html

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When the Front Office assists guests in providing all these
information and supplies, it may ensure repeated visits in the
future, thus encouraging more business.
The steps under the Occupancy stage is updating of room status,
room/rate change, cashiering activities, communication with other departments and
maintenance and auditing of accounts.
Source: http://www.setupmyhotel.com/train-my-hotel-staff/hotel-
guest-cycle.html

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The steps under the Departure stage are settlement of guest accounts,
collection of room keys, updating of room status, communication with other
departments, creation of guest history, and follow-up on late charges.
Source: http://www.setupmyhotel.com/train-my-hotel-staff/hotel-
guest-cycle.html

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Source: http://suite101.com/a/4-types-of-consumer-products-and-
services-in-marketing-a264705
Source: http://suite101.com/a/4-types-of-consumer-products-and-
services-in-marketing-a264705
Source: http://suite101.com/a/4-types-of-consumer-products-and-
services-in-marketing-a264705
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• Conventional check-out/ In person check-out - The cashier will usually prepare the
folio when guest requests for luggage assistance from the bell counter.
• Express check-out – This is where the guest will usually be invited to fill out a card
giving permission for the hotel to charge the entire account to the guest’s credit card
• In room check-out/Self check-out - In-room guest/ self checkout service enables
guests to leave the hotel without the need to see the cashier for the settlement of
the account. This service is extended only to guests who have left credit card imprints
at registration, or who have authorisation to bill-to all charges to their company.
• Group check-out
Source: http://www.instituteofcustomerservice.com/1849-2156/Setting-custom
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