Question

Write two phases of guest cycle.

Hint:

A seamless pre-arrival and exceptional post-arrival experience ensure guest satisfaction, repeat business, and positive word-of-mouth.

Answer 1

The guest cycle refers to the different stages or phases a guest goes through during their stay at a hospitality establishment, such as a hotel. The guest cycle is a crucial concept in the hospitality industry as it helps in understanding and managing the entire guest experience, from the moment they express interest in a service until they leave the establishment. The two primary phases of the guest cycle are:
1. Pre-Arrival Phase:
- The pre-arrival phase starts when a guest first expresses interest in a hotel or other hospitality service. It involves activities such as researching accommodation options, making reservations, and confirming booking details. During this phase, guests may interact with the establishment through online platforms, phone calls, or travel agents.
- The goal of the pre-arrival phase is to ensure that guests feel welcomed before even arriving. Establishments focus on providing seamless communication, answering queries, and offering personalized services or packages to attract guests.
- Activities in this phase may include: - Guest inquiries and information gathering
- Reservation booking (either direct or through third parties)
- Pre-arrival confirmation and communication (such as welcome emails, special requests, etc.)
2. Post-Arrival Phase:
- The post-arrival phase begins when the guest arrives at the property. This phase is primarily focused on providing excellent service and fulfilling guest expectations. It involves check-in, in-stay services, and addressing any guest requests or issues that arise during their stay.
- The primary goal during this phase is to ensure guest satisfaction, comfort, and enjoyment. Positive experiences during the post-arrival phase significantly influence guest loyalty and the likelihood of repeat visits or recommendations.
- Activities in this phase may include: - Check-in and room assignment
- Providing in-room services and amenities
- Handling guest inquiries and complaints
- Offering recreational or leisure activities
- Checkout process and guest feedback collection
Conclusion:
The guest cycle is essential to the success of any hospitality business. The pre-arrival phase focuses on attracting and securing bookings, while the post-arrival phase focuses on providing excellent service and ensuring guest satisfaction. Both phases are critical in shaping the overall guest experience and in creating positive relationships between the establishment and the guest.