GUEST CYCLE

FOUR STAGES OF GUEST CYCLE

 There are four stages in the guest cycle that
determine the flow of business:
1. Pre-arrival
2. Arrival
3. Occupancy
4. Departure
PRE-ARRIVAL
 The guest chooses a hotel during this stage
 Preregistration activities occur including
preparing a guest folio.
ARRIVAL STAGE
 Includes:
 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
 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
 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.