Dealing with Customers ǀ Front Office Services
Guest Cycle There are four stages of the guest cycle. The guest cycle refers to the flow of operations that occur in a hotel from when a guest chooses a hotel, to checking out. The four stages are: Pre-arrival Stage The pre-arrival stage is a crucial stage of the guest cycle for establishments since this is where the guest decides what hotel to choose. The factors that are commonly considered by guests when choosing a tourism establishment are: Previous experiences with the establishment The establishment’s advertisements Recommendations from travel agents, friends, or business associates The establishment’s location The establishment’s name or the name of the hotel chain operation Another consideration considered by a guest is the ease of making hotel reservations. Thus, if a FO staff or the hotel’s system is incompetent when receiving reservation requests, guests might be turned off to stay at your establishment. How a front office reservation agent also describes the hotel’s s...