Front Office Operation (II)
Front office functions at the 4 stages
of Guest Cycle
The guest cycle
? Guest transaction during a hotel stay
determine the flow of business,which can
be divided into four stages:
? 1.pre-arrival---reservation
? 2.arrival--------registration
? 3.occupancy---occupancy services
? 4.departure-----check-out and history
1.Pre-arrival
? Q,can you name some of the factors which
may affect a guest’s choice of hotels?
1)Factors affecting a guest’s choice
of hotels
? His previous experience with the hotel; ads.;
recommendation from others,the hotel’s
location,rating/ price,preconception based
upon the hotel’s name or chain affiliation.
? The attitude,efficiency and knowledge of
the front office staff may also influence a
guest’s decision.
2)Front office function at pre-arrival
stage
? i,respond quickly and accurately to requests
for future accommodations---which is
critical to the success of a lodging property.
? ii,create a reservation record--- which
initiates the hotel guest cycle.
2,Arrival
? Front office functions at arrival stage of the guest
cycle,registration and rooming.
? 1.complete registration record,which may include
the detailed information of the guest,length of his
stay,his special needs,method of payment (---by
cash,by check or by credit card?),etc.
? 2,check the guest’s credit rating if not paying by
cash.
? 3,determine room assignment and rate
P.S.,International credit cards:
? Visa;
? Master Card;
? AmEx (American Express)
? Discover
? Diners
? JCB
? www.visa.com.cn www.creditcardmenu.com
３,occupancy
1) provide guest with information,supplies,equipment and
services,
2) coordinate guest services with other department.
3) resolving guest’s complaints timely.
4) Review and verify guest’s accounting records.
Response to guest requests should be accurate and timely so as
to---
* Maximize guest satisfaction
* Establish sound hotel-guest relationship
* Encourage return/ repeat visits.
４,Departure
? 1) Check-out (settle guest’s account) to
collect money,
? 2) create a guest history record,
? Q,why it is very important for the hotel to
create a guest history record?
Q:
? A,The more information the hotel has
about its guests,the better it can anticipate
and serve their needs and develop
marketing strategies to increase business.
图表展示
? Hotel English; P60.
Front office functions at the 4 stages
of Guest Cycle
The guest cycle
? Guest transaction during a hotel stay
determine the flow of business,which can
be divided into four stages:
? 1.pre-arrival---reservation
? 2.arrival--------registration
? 3.occupancy---occupancy services
? 4.departure-----check-out and history
1.Pre-arrival
? Q,can you name some of the factors which
may affect a guest’s choice of hotels?
1)Factors affecting a guest’s choice
of hotels
? His previous experience with the hotel; ads.;
recommendation from others,the hotel’s
location,rating/ price,preconception based
upon the hotel’s name or chain affiliation.
? The attitude,efficiency and knowledge of
the front office staff may also influence a
guest’s decision.
2)Front office function at pre-arrival
stage
? i,respond quickly and accurately to requests
for future accommodations---which is
critical to the success of a lodging property.
? ii,create a reservation record--- which
initiates the hotel guest cycle.
2,Arrival
? Front office functions at arrival stage of the guest
cycle,registration and rooming.
? 1.complete registration record,which may include
the detailed information of the guest,length of his
stay,his special needs,method of payment (---by
cash,by check or by credit card?),etc.
? 2,check the guest’s credit rating if not paying by
cash.
? 3,determine room assignment and rate
P.S.,International credit cards:
? Visa;
? Master Card;
? AmEx (American Express)
? Discover
? Diners
? JCB
? www.visa.com.cn www.creditcardmenu.com
３,occupancy
1) provide guest with information,supplies,equipment and
services,
2) coordinate guest services with other department.
3) resolving guest’s complaints timely.
4) Review and verify guest’s accounting records.
Response to guest requests should be accurate and timely so as
to---
* Maximize guest satisfaction
* Establish sound hotel-guest relationship
* Encourage return/ repeat visits.
４,Departure
? 1) Check-out (settle guest’s account) to
collect money,
? 2) create a guest history record,
? Q,why it is very important for the hotel to
create a guest history record?
Q:
? A,The more information the hotel has
about its guests,the better it can anticipate
and serve their needs and develop
marketing strategies to increase business.
图表展示
? Hotel English; P60.
