In general, the hotel guests can be classified according to their: Purpose of visit  Group size and  Origin PURPOSE OF VISIT: 1) Business traveller Business travel is directly stemming from a person’s business or occupation. Its features are as follows:  Travel is carrying out for the business purpose.  It is the largest source of demand for hotel rooms or accommodation.  There are different types of business travellers, they are:  Corporate Travellers  Commercial Group Travellers  Institution Travellers

2) Pleasure (Leisure) traveller  Leisure consists of relatively self-determined activity that falls into one’s own economically free time.

 It is the specific segmentation of the pleasure travel market that often depends on the attractions, products, and service offered by the destination area of an accommodation establishment.  The features of its are as follows: i. The traveller is known as tourist. ii. Usually the purpose of visit is sightseeing,

entertainment, fun etc. iii. Flow of travellers is high during the peak season or high season. iv. Attracted by special festivals, sports, or culture events. v. Guests are usually price-sensitive.

3) Special interest tours (SIT)  It is a pre-arranged packaged tour which is develop to appeal to (or respond to the request of) a group of people who have a particular interest.  The tour may be including bird watching, driving, shopping, golf tour etc.

GROUP SIZE: 1) Free individual traveller (FIT)  A person who has not pre-booked accommodation or other travel services before their arrival in a particular destination or area.  These types of travellers mostly require an accommodation facility only instead of the accommodation packages.

2) Group inclusive tours (GIT)  Group tours are usually prepaid tours where all members of a group travel together.  It is a pre-packaged tour and travellers spend less. ORIGIN: 1) Domestic tourist  It means the travellers who undertake a travel outside his/her normal place of residence to other areas but within his/her country of resident.  Travellers usually visit on week-ends, in special functions and other activities.

2) International Tourist  It means the travellers who undertake a travel outside his/her normal place of residence to other areas outside the geographical limits of his/her country of origin.  There is usually no fixed time of visits for these travellers but usually increase during special functions and other activities like sporting events etc.

The main function of the front office department is to support and facilitate guest transactions and services. Therefore, the operation of the front office department is largely determined by the time and number of guest transactions which take place during the different stages of a guest’s stay. A Front Office professional needs to know the stages through which a guest goes during his/her stay. A typical hotel stay can divided into four distinct phases namely:  Pre – arrival  Arrival  Occupancy  Departure These four phases constitute the guest cycle. In each phase there are certain standard transactions which occur between the guest and the hotel. Pre-Arrival: During this stage, the guest has to make up his mind as to which hotel to patronize Some factors which influence his decision is factors such as ‘location’, accessibility of transport, ambiance and appearance, rate and plan, reputation, facilities, décor, recreation

and entertainment facilities, shopping options and beverage facilities.

food and

The Sales & Marketing departments of hotels make extensive advertising plans to market the hotel, individually as well as a chain; This is where the Reservations dept. has a major role to play. Reservations constitute both legal and moral responsibilities on a hotel; it is therefore important to install an efficient system in a hotel. The staff should be aware of the fact that they represent the Management while dealing with guests during this stage, and their actions, decisions, and conversations with guests are binding on the Management. Arrival: This is the second major stage of a guest’s contact with the hotel. The main activity at this time is of course ‘guest registration’ and ‘rooming’. By signing on the Registration Card, the guest enters into a form of contract with the hotel, and is willing to pay a certain price for it.

During Stay: This is the third stage. Major activities during this stage include guest accounts keeping, complaint handling and accepting

suggestions made. Departure: The fourth stage involves mainly the ‘bills settlement’ of guests. Their baggage handling and final impression is created by the front office staff. STAGES OF THE GUEST CYCLE:

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