Guest Journey

By: Shahrea & Vanessa

Pre-Stay
Pre-Stay
Customer:

● The customer is planning to avail an accommodation in the hotel.

● Enquires about the availability of the desired type of accommodation and
its amenities via a telephone call or an e-mail.
● Finding out more information about the hotel by visiting its website.

Hotel:

At the hotel end, the front office accounting system captures the guest’s
information such as name, age, contact numbers, probable duration of stay for
room reservation and so on.
Hotel department involved in pre-stay

Front Office Department

● Handles all the transactions between the hotel and its guests.

● Check-in, Checkout, Reservation, Registration Pre-arrival, Arrival,

Occupancy, Departure, and many other services.

● Provide solutions for guests who are facing issues.

Factors involved when choosing hotels

● Reviews of the hotel

● Location
● Leisure facilities
● Accessibilities (Business / Leisure travelers)
● Price
● Room Amenities
● Cancellation policy
Different channels the guest can
go to that can influence their decision making

● Online Travel Agent (OTA)

● Hotel Website

● Phone Booking

● Metasearch Sites (Trivago, Tripadvisor,

Google Hotels)
How to convert guest from
“ looking to booking “ successfully

● Using eye-catching scenery of hotels

● Special discounts/loyalty rewards

● Appealing images on websites, advertising hotel facilities

● Reviews on Services/Hotel facilities
Systems used for reservations

1. PMS (Property Management System)

2. CRS ( Central Reservation System )

3. Channel Manager

4. OTA ( Online Travel Agencies )

Information to process guest booking
● Guest’s first & last name
● Date of arrival & departure
● Duration of stay
● Room rate
● Room type booked
● E-mail address
● Telephone No.
● Mode of payment
● Any special requests
Possible guest requests
● Extra blanket / blanket / towels

● Wake-up call

● Limousine service

● Rooms with preferred view

● Early arrival

● Security service / Confidential check-ins

● Smoking / Non-Smoking rooms

In-Stay
People during various touchpoints for guests
• Front Office Agent
- Assign rooms & keycards to guest
- First touchpoint during in-stay

• Concierge
- Respond to guest requests
- Keeping guests informed

• Bellman
- Carry baggage for guest
- Assist guest to rooms
- Answer guest enquiries

• Waiting Staff
- Middle man for guests and kitchen crew
- Serve food to guest
What forms effective welcome process to guest
1. Eye contact

2. Personalised communication

3. Ask questions

4. Show hotel’s point of interest

5. Give accurate wait time

Services to offer guest during check-in / mid-stay

1. Upselling

2. Hotel facilities

3. Late check-out

4. Offer promotions
Making guest’s stay memorable
1. Free upgrade

2. Personalised welcome gifts

3. Offer complimentary amenities

4. Personalised experience
Various systems hotels use to touch base with the guests.

• Mobile App
(Eg: Booking massages, Ordering Room
Services, Making Reservations For Dinner)

• In-Room Technology
(Eg: Dial Up Phone)

• Interactive screens
(Eg: Self Check-In Kiosks)
How to ensure a smooth check out for the guests?

1. Check-Out Procedure

2. Clear Guest Payments

3. Make a small talk on how their stay was

4. Ask if they require luggage assistance or

transportation.

5. Hope them a safe flight/ journey

POST-STAY
The different parties involved in Post Stay

• Front Office
- Carrying out check-out procedures
- Providing Transportation

• Bellman
- Carry baggage for guest

• Housekeeping
- Making the room for new guests
How to ensure to capture the guests in
their future stay
1. Recognise and reward your most loyal
guests.

2. Personalised stay and services for future

stay

3. Post-stay email

4. Offer discounts for future stay

Thank You