Module 3

HOTEL DEPARTMENTS

Let’s try what you have learned!

Challenge No. 1 – “Essay challenge”

1. Discuss the pre-arrival, arrival, in stay, departure, and post departure phases.
- The interaction between a guest and a hotel before the guest arrives at the hotel forms the
Pre-arrival phase of guest cycle. Reservation is the most important pre-arrival activity.
During this phase, the guest first selects a hotel for stay. The guest’s choice about a
particular hotel is affected by factors like advertisements, recommendations from family and
friends, previous experience with the hotel, reputation, location, etc. After that is the Arrival
phase where guests have their face-to-face interaction with the hotel staff on their arrival at
the hotel. This is a crucial stage as guests form an opinion about the standards and services
that the hotel can provide to them. In Stay, during this stage, the guest gets a first- hand
experience of the facilities and services offered by the hotel. These services and facilities are
the most important part of a guest’s overall experience at a hotel. The stay phase is the most
important phase in the guest cycle for the hotel, as guest’s comfortable and pleasant stay at
the hotel would bring repeat business and positive feedback from the guest. The Departure
phase is the check-out process, like every other stage, needs to be seamless and optimized
to remove frustrations on the part of the guest. This is when you typically collect guest
feedback and use it to improve operations. The last phase is the Post Departure, this stage
is significant by its principle of retaining guests through various customer relationship
management practices. Once the guest has left the hotel, you have to maintain a good
relationship with them by giving a courtesy call. Informing them about the upcoming offer
and promotions and check if they want to make any booking for the future.
2. What are the basic competencies of global hoteliers?
- The basic competencies of global hoteliers are the following:
 Self-management competency
 Multicultural Competency
 Communication Competency
 Teamwork Competency
3. Differentiate the two revenue management formulas used by the front office manager.

Challenge No. 2 – “Interview challenge”

Direction: Interview someone (by phone) who has stayed in a center city hotel or suburban hotel. Ask
him/her about his/her experience and impression.
Name: _____________________________
Hotel visited: _______________________________________
Date of Check-in: ___________________________________
Date of Check-out: __________________________________

Challenge No. 3- “Hidden identity”

“Can you identify?”
Identify whether the following department is a revenue or cost center.
1. Concierge _____revenue center 6. Engineering ______cost center________
2. Food and Beverage ___revenue center 7. Human Resource ____cost center______
3. Security ____________cost center_________ 8. Valet service _______revenue center ___
4. Room Attendant ______revenue center_______ 9. SPA Services____revenue center______
5. Laundry Attendant _____revenue center______ 10. Housekeeping _____cost center_______