Guest cycle refers to the distinct stages of guest interaction between the hotel and guests.
On the basis of the stage of interaction and activities involved, the Guest Cycle is broad,
classified into four main stages based on the activity type. These are: Pre Arrival, Arrival, Stay
and Departure.

          Front office employees must be aware of guest services and guest accounting activities at
all stages of the guest stay. Front office staff can effectively serve the guest if they have a clear
understanding of the flow of business in the hotel. Guest Cycle also represents a systematic
approach to front office operations.

RESERVATION 

         A reservation in the context of the front office of a hotel means the booking or reserving of
a bedroom (accommodation) by a guest, and involves a particular type of guest room being
reserved for a particular person/s, for a certain period of time.

IMPORTANCE OF RESERVATION PROCESS

 Gives the first impression of the hotel to guest

 Sells the main product of a hotel
 generates customers for other departments
 Provides important management information to other departments
IMPORATNCE OF RESERVATION CLERK

 Gives quick reply to the guest request or inquiry

 Gives a firm "yes" or "no" reply
 Record guest reservation details accurately, in a manner which inspires guest's trust
 treat the guest politely

S.I.P

 Speed
 Accurate
 Polite

SOURCE OF RESERVATION

 Direct Reservation
 Reservation Network System
 Agencies

TWO TYPES OF RESERVATION

GUARANTEED RESERVATION

          Guaranteed reservations means that a guest will guarantee to pay for the room even
if it is not used, unless the guest has followed the hotel's prearranged cancellation
procedure. In return, the hotel promises to hold the room until the check-out time of the
day following the date of arrival.

Different ways to guarantee a Reservation

 Prepayment
 Credit Card
 Advance Deposit
 Contractual Agreement

NON-GUARNTEED RESERVATION

          A non-guaranteed reservation is a reservation in which the guest has simply agreed

and confirmed that they will arrive. It is normal with this type of reservation for the hotel
to agree to hold a non-guaranteed room until a stated cancellation time, normally to 6:00
PM on the day of the arrival. If the guest does not arrive by the cancellation time, the
room is then released.

BASIC RESERVATION ACTIVITIES

 ARRIVAL

The arrival at a  hotel is a critical period for both the guess and for the hotel. It is at this time that
the strongest impressions are made upon the guest. The front desk section deals with the new
arrivals.

MAIN DUTIES OF THE FRONT DESK SECTION

 Welcoming and checking in the new arrivals

 Selling the facilities of a hotel
 Maintaining records of resident guest
 providing guest information for other sections of the front office and other department of
the hotel

BASIC CHECK-IN ACTIVITIES

CATEGORIES OF ARRIVING GUEST

  Guaranteed Reservation
 Non-guaranteed
 Walk-ins

LIST OF IMPORTANT GUEST

 VIPs 
 CIPs
 VVIPs
 SPATTs