Guest cycle (1)

1. GUEST CYCLE

HOTEL MANAGEMENT
GUEST CYCLE

2. HOTEL MANAGEMENT - GUEST CYCLE

GUEST CYCLE
• PRE - ARRIVAL
• ARRIVAL
• ON PROPERTY
• DEPARTURE

3. HOTEL MANAGEMENT – GUEST CYCLE

PRE - SALE
GUEST CYCLE
POST-SALE
POINT-OFSALE

4. HOTEL MANAGEMENT – GUEST CYCLE

PRE
ARRIVAL
POST
DEPARTURE
ARRIVAL
GUEST
CYCLE
DEPARTURE
ON
PROPERTY

5.

• RESEARCH
• SELECTION
• BOOKING
ARRIVAL
• REGISTRATION
• ROOMING
PRE ARRIVAL
• USING HOTEL SERVICES
& FACILITIES
DEPARTURE
• ROOM VACATION
• GUEST FEEDBACK
• OPERATIONAL ANALYSIS
• ACCOUNT SETTLEMENT
ON PROPERTY
POST
DEPARTURE

6. GUEST CYCLE

PRE ARRIVAL
SALES AND MARKETING,
RESERVATIONS
ARRIVAL
DESK AGENTS, UNIFORMED
SERVICE
ON PROPERTY
HSK, F&B, OTH REV CENTERS, NA,
UNIFORMED SERVICE, DESK AGENTS
DEPARTURE
DESK AGENTS, UNIFORMED SERVICE
POST
DEPARTURE
GUEST RELATIONS MANAGER, SALES
AND MARKETING

7. GUEST CYCLE – pre arrival

HOTEL MANAGEMENT
GUEST CYCLE – PRE ARRIVAL

8. RESEARCH AND SELECTION

LOCATION
PERSONAL EXPERIENCE
RECOMMENDATIONS
ADVERTISEMENT
RATINGS
BRAND AFFILIATION
EASE OF RESERVATION

9. RESERVATION ACTIVITIES

CONDUCTING RESERVATION INQUIRY
DETERMINING ROOM AND RATE
AVAILABILITY
CREATING ESERVATION RECORD
RESERVATION CONFIRMATION
MAINTAINING RESERVATION RECORD
(CHANGE/CANCELLATION)

10. RESERVATION INQUIRY Sources of Reservation

RESERVATION INQUIRY
SOURCES OF RESERVATION
CENTRAL
RESERVATION
SYSTEM
THIRD PARTY
intermediaries
PROPERTY
DIRECT
HOTEL

11. THIRD PARTIES RESERVATIONS Distribution Channels

THIRD PARTIES RESERVATIONS
DISTRIBUTION CHANNELS
TA
DIRECT
OTA
GDS
HOTE
L
Meta
Search
Social
Media

12. THIRD PARTIES RESERVATIONS Travel Agencies

THIRD PARTIES RESERVATIONS
TRAVEL AGENCIES

13. THIRD PARTIES RESERVATIONS Travel Agencies

THIRD PARTIES RESERVATIONS
TRAVEL AGENCIES
Inbound
Outbound
National
International
Multinational
Consortia
Retailers
Wholesalers
Associations

14. THIRD PARTIES RESERVATIONS Global Distribution Systems

THIRD PARTIES RESERVATIONS
GLOBAL DISTRIBUTION SYSTEMS

15. THIRD PARTIES RESERVATIONS OTA, Meta Search, Social Media

THIRD PARTIES RESERVATIONS
OTA, META SEARCH, SOCIAL MEDIA

16. RESERVATION ACTIVITIES

CONDUCTING RESERVATION INQUIRY
DETERMINING ROOM AND RATE
AVAILABILITY
CREATING ESERVATION RECORD
RESERVATION CONFIRMATION
MAINTAINING RESERVATION RECORD
(CHANGE/CANCELLATION)

17. RESERVATION – ROOM AVAILABILITY

18. RESERVATION – ROOM AVAILABILITY

19. RESERVATION – ROOM TYPES

STANDARD
SUPERIOR
DELUXE
SUITE
PRESIDENTIAL SUITE
ROOM
CATEGORY
CONNECTING
SINGLE
TWIN
DOUBLE
QUEEN
KING
BED SIZE
ADJOINING
ADJACENT

20. RESERVATION INQUIRY - RESULTS

ACCEPT RESERVATION AS
REQUESTED
SUGGEST ALTERNATIVE
ROOM TYPES, DATES
AND/OR RATES
RESULTS
SUGGEST ALTERNATIVE
HOTEL PROPERTIES
SUGGEST WAIT LIST

21. RESERVATION ACTIVITIES

CONDUCTING RESERVATION INQUIRY
DETERMINING ROOM AND RATE
AVAILABILITY
CREATING ESERVATION RECORD
RESERVATION CONFIRMATION
MAINTAINING RESERVATION RECORD
(CHANGE/CANCELLATION)

22. RESERVATION RECORD

23. RESERVATION CLASSIFICATION

RESERVATION
GUARANTEED
FULL
PREPAYMENT
CREDIT
CARD
ADVANCE
DEPOSIT
NONGR
COMPANY/
TA
6PM
RELEASE

24. RESERVATION CONFIRMATION

GUEST NAME AND E-MAIL ADDRESS
DATE AND TIME OF ARRIVAL
ROOM TYPE AND RATE
LENGTH OF STAY
NUMBER OF PERSONS IN THE ROOM
RESERVATION TYPE: GUARANTEED
OR NON-GUARANTEED
RESERVATION CONFIRMATION
NUMBER
SPECIAL REQUESTS

25. RESERVATION ACTIVITIES

CONDUCTING RESERVATION INQUIRY
DETERMINING ROOM AND RATE
AVAILABILITY
CREATING ESERVATION RECORD
RESERVATION CONFIRMATION
MAINTAINING RESERVATION RECORD
(CHANGE/CANCELLATION)

26. GROUP RESERVATION

ROOM BLOCK
CUT-OFF DATE
WASH
ROOMING LIST
BILLING
ARANGEMENTS
TOUR GROUPS
GROUP
PACKAGES
COMP ROOMS
and UPGRADES
ADVANCE
DEPOSIT