FRONT OFFICE GUEST

CYCLE
 WHAT IS GUEST CYCLE?
The guest cycle is the complete
experience that a guest goes through in
a hotel: from making the booking to
departure and the interaction with the
hotel even after departure.
GUEST CYCLE
1.PRE-ARRIVAL
 PRE-ARRIVAL
➢Pre-arrival are operations performed by
arrival. Pre- arrival operations allow the
arrival of the guest. This would include
guest room preparation and guest request
of guest.
the hotel prior to guest
hotel to prepare for the
guest room reservations,
performed prior to arrival

➢Under this phase, supervisors inform the hotel staff on what to

expect in terms of number of guests arriving. Guests attitude (for
some hotels) and traffic to expect both in the rooms and lobby
2.ARRIVAL
 ARRIVAL
➢The arrival stage of the guest cycle includes
registration and rooming functions.
➢The first contact between the guest and the hotel is
under this phase. This is also a crucial phase because
this is where the hotel creates its first impression to
the guest.
REGISTRATION
The registration process is the
most important part of the hotel
experience for a guest. It is during
this time the lasting impressions
are made.
CHECK-IN PROCESS
1. Greet the guest warmly
A friendly and welcoming
greeting can set the tone for
the guest's entire stay. Make
eye contact, smile, and use
the guest's name (if you know
it).
2. Request identification

Ask the guest for their ID,

passport, or other valid form of
identification. This is important
for security and legal purposes,
as well as to ensure that the
guest is of legal age to rent a
room.
3. Verify the guest's information:

Confirm the guest's name, contact

information, and room
preferences. If the guest has any
special requests or needs, such as
a crib or wheelchair-accessible
room, note them in the reservation
system.
4. Establishing Payment Method

Guests can pay in advance or at the

time of checking-out. Those who have
paid in advance are put under Paid-In-
Advance (PIA) list. There are various
modes of payment out of which a mode
that guest prefers is recorded at the
time of registration.
4. Establishing Payment Method

Following payment methods:

Cash Payment (which also include money order, travelers’

cheque).
•Credit Card/Debit Card Payment (which are accepted only if
the cards have not expired).
•Cheque Payment (where post-dated cheques are not accepted).
•Direct Billing.
•Special Payment such as gift card and voucher.
•The guests need to select one of the options of payment at the
time of registration.
5. Creating Registration Record

When the guests arrive at the hotel, the front desk staff
hands over the GRC to the guest to fill up the
information. In case of VIPs, the staff enters the
information on the card and receives the guest’s
signature.
The staff then creates a registration record of the guest,
countersigns, attaches the true copies of the passport or
other ID cards, and files this set in the guest history file.
The guest reservation record is created as a registration
record in the software system.
6. Assign a Room

Use the reservation system(PMS)

to assign a room that meets the
guest's needs and preferences.
Explain the location of the room
and any amenities that are
included.
7. Explain hotel policies

Review the hotel's policies and

procedures with the guest, such as
check-out time, breakfast hours,
and pool rules. Answer any
questions the guest may have and
provide them with a copy of the
hotel's policies if requested.
8. Issuing Room Keys or Access Code

After the accommodation is assigned, the

front office staff gives away the keys or the
computerized secret code keys for
accessing the accommodation.
It is a general practice to not to speak
anything about the room number or the
computerized key loudly while giving it to
the guest.
9. Offer additional assistance

Ask if the guest needs anything

else or if there is anything you can
do to make their stay more
comfortable. Provide your name
and contact information in case
the guest has any questions or
concerns during their stay.
3. OCCUPANCY/ IN STAY
 OCCUPANCY/
IN STAY
➢This phase describes the operations and services
extended by the hotel during the stay of the guest.
This would include but not limited to: room cleaning,
reservations in different establishments by the front
office team, laundry, outlet dining and other
operations that has direct and indirect impact with
guest.
4. DEPARTURE
 DEPARTURE
Departure phase includes operations performed
by the hotel during the check-out of guest. A
typical example under this phase, the front office
team prepares the folio (guest billing) to ensure
proper charging of guest.
CHECK-OUT PROCESS
1.Greet the guest
As the guest approaches the front
desk, greet them warmly and thank
them for their stay. Ask if they
enjoyed their stay and if there is
anything you can do to improve
their experience in the future.
2. Confirm the guest's identity

Ask the guest for their room

number and ID to verify their
identity. This is important to
ensure that the correct guest is
checking out and to prevent any
unauthorized access to the room.
3. Review the guest's account

Check the guest's account to

ensure that all charges are
accurate and accounted for. If
there are any discrepancies,
address them with the guest and
make the necessary adjustments.
4. Request feedback

Ask the guest for feedback on

their stay, including any issues
they encountered or areas for
improvement. Take note of their
comments and suggestions to
help improve the guest
experience in the future.
5. Collect any outstanding charges

If the guest has any

outstanding charges, such as
room service or parking fees,
collect payment for these
charges. Provide the guest
with a receipt for their records.
6. Return any deposits
If the guest provided a
deposit at check-in, return the
deposit in the form of cash,
credit, or a refund to their
credit card.
7. Offer assistance
Ask if the guest needs any
assistance with their luggage or
transportation to their next
destination. Provide directions or
recommendations for local
attractions, restaurants, or
transportation options if requested.
8. Say goodbye

Thank the guest for

choosing your hotel and for
their stay. Wish them a safe
and enjoyable journey and
invite them to return in the
future.
4. POST-DEPARTURE
 POST-
DEPARTURE
This phase covers the event when the guest
has already checked-out of the hotel. Under
this phase, all information attained from the
guest are properly stored in the system.