Question

Kartik’s family has reserved a 3-night stay at a resort for their vacation. As the Front Office Manager, list down the actions to be taken during each stage of ‘Guest cycle’ to ensure good hospitality services for Kartik’s family. Which two staff members/personnel would assist the Front Office Manager in this work?

Hint:

Effective guest cycle management involves smooth coordination between front office and support staff to enhance guest experience.

Answer 1

The ‘Guest cycle’ in hospitality includes several stages, and the Front Office Manager ensures smooth service throughout:
Pre-Arrival Stage: - Confirm reservation details and special requests. - Prepare guest profile and allocate suitable room. - Coordinate with housekeeping and other departments for readiness.
Arrival Stage: - Welcome Kartik’s family warmly. - Complete check-in formalities efficiently. - Provide information about resort facilities and services.
Occupancy Stage: - Address guest needs and requests promptly. - Coordinate with room service, housekeeping, and maintenance for guest comfort. - Ensure smooth communication and problem resolution.
Departure Stage: - Facilitate quick and accurate check-out process. - Settle bills and handle feedback. - Thank guests and invite them to return. Two key staff members who assist the Front Office Manager are:
Receptionists: Handle guest interactions during check-in, stay, and check-out.
Concierge/Guest Relations Officers: Assist with guest requests, provide information, and coordinate special services.