Guest Cycle Stages in Hospitality

Front

What is the pre-arrival stage in the guest cycle?

Back

Involves guests choosing which hotel to stay in, influenced by factors such as previous experience, recommendations, location, ownership, star rating, competition, booking ease, and the attitude of reservation staff.

Front

What happens during the arrival stage of the guest cycle?

Back

Known as check-in, includes registration and rooming, where the receptionist checks the guest's needs and communicates them to the hotel, promotes other services, and opens the guest's account.

Front

What is the main objective of the front office during the occupancy stage?

Back

The main objective is to satisfy the guests' needs to encourage repeat visits, while providing information about the hotel and surrounding area.

Front

What is the departure stage in the guest cycle?

Back

Also known as check-out, involves handling customers well, determining their satisfaction, encouraging return visits, and presenting the account for payment.

Front

What factors influence a guest's decision to return to a hotel?

Back

Factors include the quality of service, cleanliness, amenities offered, staff friendliness, and overall guest experience during their previous stay.

Front

What is the significance of guest feedback in the hospitality industry?

Back

Guest feedback is crucial for improving services, addressing issues, and enhancing the overall guest experience, which can lead to increased customer loyalty and positive reviews.