The features of guests servicing in the hotels of the world

1.

The features of guests
servicing in the hotels of the world

2. PLAN

1. Guest cycle and service in the hotels of the
world.
2.The organization and service technology of
front office department in the hotels of the
world.
3. The organization and functioning of the
housekeeping department.

3. Guest Cycle

A division of the flow of business
through a hotel that identifies the physical
contacts and financial exchanges between
guests and hotel employees.

4.

The Guest Cycle and Related Front Office Functions
Guest Cycle
Front Office Functions
Guest Services
Guest Accounting
Pre-Arrival
Reservations
Arrival
Registration
Establishment of
Credit
Occupancy
Occupancy
Services
Charge Posting
Night Audit
Departure
Check-Out and
History
Settlement

5. Pre-arrival The guest’s choice can be affected by many factors:

• Previous experiences with the hotel;
• Advertisements;
• Recommendations from travel agents, friends, or business
associates;
• The hotel’s location or reputation and preconceptions based upon
the hotel’s name or chain affiliation;
• Ease of making reservations;
• How the reservations agent describes the hotel and its facilities, room
rates, amenities;
• The attitude, efficiency, and knowledge of the front office staff may
influence a caller’s decision to stay a particular hotel.

6. Reservations

An agreement between the hotel and a guest that
the hotel will hold a specific type of room for a
particular date and length of stay.
The most important outcome of the reservations
process is having a guestroom ready and
waiting when the guest arrives

7.

If a reservation can be accepted as requested, the
reservation agents creates a reservation record.
The creation of a reservation record initiates the hotel
guest cycle.
This enables the hotel to personalize guest service and
appropriately schedule needed staff and facilities.
By confirming reservation, the hotel verifies a guest’s
room request and personal information, and assures the
guests that his or her needs will be addressed.

8.

Based on information collected during the reservation
process, a hotel may also be able to perform preregistration.
Such activities include assigning a specific room and rate
for guests who have not yet arrived, and creating guest
folios.
A guest folio is a record of the charges incurred and
credits acquired by the guest during occupancy.

9. Arrival

This stage includes the following activities:
a. Registration Function;
b. Rooming Function.

10.

The front desk agent should determine the guest’s reservation status
before beginning the registration process.
Guests with reservations may have already undergone pre-registration
activities.
Guests with without reservations – or walk-in guests –present an
opportunity for front desk agents to sell guestrooms.
To sell successfully, the front desk agents must be very familiar with
the hotel’s room types and guest services, and be able to describe
them in a positive way.
A guest will not register if he or she is not convinced of the value of
renting a particular hotel room.

11. Registration

Begins when the front desk agent extends a sincere
welcome to the guest.
The procedure by which an incoming guest signifies his
or her intent to stay at a property by completing and
signing a registration card.
To a great degree, registration relies on the
information contained in a reservation record.

12.

Occupancy
The guestroom is usually the largest single charge on the guest account.
Additional expenses can be charged to a guest’s account if he or she
established acceptable credit at the front desk during the arrival stage.
Goods or services purchased from the hotel may also be charged to guest
accounts. Front desk accounting records must be periodically reviewed for
accuracy and completeness. This need is met through the night audit.
In hotels with computerized front office accounting system, the audit can be
conducted at any time during the day. Some computerized properties choose
to call the audit the front office audit or update.

13.

Departure
At check-out, the guest vacates the room, receives an accurate
statement of account for settlement, returns the room keys, and departs
from the hotel.
Once the guest has checked out, the front office updates the room’s
availability status and notifies the housekeeping department.
During the check-out, the front office determines whether the guest
was satisfied with the stay and encourages the guest to return to the
hotel – or another property in the chain.

14. Front Office Accounting

A front office accounting system monitors and
charts the transactions of guests and businesses,
agencies, and other non-guests using the hotel’s
services and facilities.

15. An effective guest accounting system consists of tasks performed during each stage of the guest cycle. In brief, a front office

accounting system:
• Creates and maintains accurate accounting file for each guest or
non-guest account;
• Tracks financial transactions throughout the guest cycle;
• Ensures internal control over cash and non-cash transactions;
• Records settlement for all goods and services provided.

16. Housekeeping department

House-keeping is one of the largest departments of the hotel.
which is responsible for creating cleanliness, maintenance
and safe environment. By providing the maximum comforts
to the guest, it maintains the standard of the hotel which
contributes the hotel in achieving maximum profit by selling
the rooms. It is also regarded as the Eye and Ear of the
management from where the main revenue income is
generated.

17.

• The House-keeping department in a hotel is responsible
for creating a"Home away from Home" environment for
the guest. The facilities provided by house-keeping
department turn an ordinary hotel to a tourism
establishment. Among the various revenues, the sale of
rooms constitute a minimum of 50%. The house-keeping
department creates the facilities, services in the room and
that is what a tourist hotel is selling. House-keeping
department deals with providing cleanliness, comfort and
aesthetic value of any place is the cleaning of the guest
room, corridors and public areas in a hotel to ensure that
the standard of the hotel is maintained. This unit does
decor and design, room layout, selecting proper linen,
curtains, carpets, flower arrangement etc.

18. Guest room inspection checklist..

• The inspector first look at the room
attendants carts to see whether they are
properly equipped and supplied.
1. Inspect check-out rooms that have been
cleaned. A check-out room should not be
out of inventory for more than an hour
after the guest departs. Some key areas to
inspect:

19. Guest room inspection checklist

• Bathroom
all amenities should be stocked.
Floor and pipes should be clean and free of
dust and hair.
Shower wall should be clean.
Drains should be free of hair and soap scum.

20.

• Beds
Lifting spreads and blanket will insure the
linen has been changed.
Pillows , spreads and dust ruffles should be
straight and properly positioned.
If the bed frame does not extend to the floor,
the area beneath the box spring should be
checked to makes sure it has been vacuumed.

21.

• Carpet
Should have been vacuumed well. Corner and area
around furniture should be check.
• Lamps
all lamp should be dust free and in working order,
with bulbs of the correct wattage.
• Closets
Hangers should be properly positioned ,bent hangers
should be replaced.
Laundry bag should be restocked.