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Lesson 4 Guest Cycle

This document discusses front office operations and control processes at hotels. It covers topics like the guest cycle, front desk operations, guest folios, room counts, reservations, and room discrepancy reports. The guest cycle has four phases: pre-arrival, arrival, occupancy, and departure. It involves the physical contacts and financial exchanges between a hotel and its guests from initial contact through check-out.

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aireen clores
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© © All Rights Reserved
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Download as PPTX, PDF, TXT or read online on Scribd
312 views

Lesson 4 Guest Cycle

This document discusses front office operations and control processes at hotels. It covers topics like the guest cycle, front desk operations, guest folios, room counts, reservations, and room discrepancy reports. The guest cycle has four phases: pre-arrival, arrival, occupancy, and departure. It involves the physical contacts and financial exchanges between a hotel and its guests from initial contact through check-out.

Uploaded by

aireen clores
Copyright
© © All Rights Reserved
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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3.

Control System &


Management

HRTM 136 Rooms Division Management


and control system

Prepared by: AIREEN Y. CLORES, 1


M.B.A (Instructor)
Objectives

Know the processing of individual and group


booking in the registration of guests that are
undertaken at the front desk
Recognize the front desk operations and control
process
Analyze control on room report and recording

Prepared by: AIREEN Y. CLORES, 2


M.B.A (Instructor)
Chapter content:

The front office lobby (guest cycle)


Guest folio
Room discrepancy report
Room count and room reservation
Reservation control

Prepared by: AIREEN Y. CLORES, 3


M.B.A (Instructor)
Front office Lobby

Front office
“brain”, nerve center”, showcases the hotel
First and last interaction with guest
Guest cycle
overview of the physical contacts and financial
exchanges between the hotel and its guests. It starts
from the potential customer’s first contact with the
hotel through to check-out and reconciliation of the
account.
Prepared by: AIREEN Y. CLORES, 4
M.B.A (Instructor)
Guest cycle: 4 phases

Pre arrival
Arrival
Occupancy
Departure

Prepared by: AIREEN Y. CLORES, 5


M.B.A (Instructor)
Summary

The guest cycle is an


overview of the physical
contacts and financial
exchanges between the hotel
and its guests. The guest
cycle can be divided into four
phases which are:
• Pre-Arrival
• Arrival
• Occupancy
• Departure

Prepared by: AIREEN Y. CLORES, 6


M.B.A (Instructor)
Activity 2

Determine at which stage(s) of


the guest cycle the following
guest transaction or
service could occur.
a) Fill in the Answer column
below with the correct alphabet
(A-D) which
denotes the four different stages
of the guest cycle.
A – Pre-arrival B – Arrival
C – Occupancy D – Departure
The first one has been done as
an example for you.

8/19/2016, First Semester prepared by: AIREEN Y. CLORES 7


2016-2017
Front Office Functions With Other Positions

Revenue manager

Reservation manager

Front Office
Desk staff
Guest registration
Manager

Concierge

Bell staff

Night auditor
Guest Arrivals & Departures

Preparation is the Key


ensure an efficient
running of the Portering
service
Teamwork
The Guest’s
Requirements

Prepared by: AIREEN Y. CLORES, 9


M.B.A (Instructor)
Front office record keeping
system and documents
Front office accounting control fundamentals
Create/maintain accurate account records
Track financial transactions
Ensure internal control
Record settlement
Accounts
Folios
Vouchers
Points of sale
ledger Prepared by: AIREEN Y. CLORES, 10
M.B.A (Instructor)
Front office record keeping
system and documents
Guest accounts and non guest accounts
Guest accounts:
A record of financial transactions that occur between a guest
and the hotel
Guest accounts are created when guests guarantee their
reservations or when they register at the front desk
During occupancy, the front office is responsible for and
records all transactions affecting the guest accounts
Seeks payment for any outstanding guest balance during the
settlement stage of the guest cycle.
Prepared by: AIREEN Y. CLORES, 11
M.B.A (Instructor)
Front office record keeping
system and documents
Folios
A paper or electronic form front desks uses to chart
transactions on an account assigned to an individual
person or guestrooms.
A state of all transactions (debit & credit) affecting
the balance of a single account
Created during the reservations process or at the
time of registration

Prepared by: AIREEN Y. CLORES, 12


M.B.A (Instructor)
Front office record keeping system
and documents
Folios Vouchers
Types of folios Details a transaction to be posted to a front
Guest folio (in- office account
house guests List detailed transaction information gathered
paying by
themselves) at the source of the transaction (e.g. hotel
Master folio – dining room or gift shop)
settled by the Types of vouchers used in front office
company for accounting: cash, charge, transfer, allowance
corporate guests
and paid out
or travel
agencies Most automated front office systems require
Ciy account – few paper vouchers
financial Prepared by: AIREEN Y. CLORES, 13
transactions M.B.A (Instructor)
Guest accounts and non guest
accounts
Points of Sale
An automated POS system enables remote terminals at the point
of purchase to communicate directly with the front office system.
POS significantly reduce the amount of time need to post
charges to guest folios, minimize the number of times transaction
date must be handled, and virtually eliminate after-departure
(late) charges
POS information includes transaction number, charge amount,
name of POS outlet, guestroom number, name of the guest, and
a brief description of the charge

Prepared by: AIREEN Y. CLORES, 14


M.B.A (Instructor)
Front office record keeping
system and documents
Automated recordkeeping systems
Point-of-sale transactions = automatic posting to an
electronic folio
Maintain an account’s previous balance in a fully automated
system
Charge privileges
Guests who use cash to pay for accommodations are
typically not extended charge privileges; these guest are
called paid-in-advance or PIA guests.
PIA guest accounts are usually set to a “no-post” status
Prepared by: AIREEN Y. CLORES, 15
M.B.A (Instructor)
Room discrepancy report
Room discrepancy report
a listing of all room statuses that are
consistent with housekeeping status
and front office status
2 types
Sleep discrepancy – reflects that
Room status. A single mulit select display
the rooms of a specific discrepancy on the
housekeeping status is occupied and
report. Front office status is vacant
Skip discrepancy – reflects that Front
Office status is occupied, the
Housekeeping status is vacant.

Prepared by: AIREEN Y. CLORES, 16


M.B.A (Instructor)
Prepared by: AIREEN Y. CLORES, 17
M.B.A (Instructor)

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