The guest rhythm is a flow of concern that is measured throughout the full stay of a hotels invitee and by foregrounding them in a four phase procedure. this procedure merely indicates the where the hotel makes their concern from a invitee in adjustment. ( Knowles. 1998 ) The four phases can be arguably different between hotels but the four that I have researched would be: 1. Pre-arrival. 2. Arrival. 3. Occupancy. 4. Departure.
I shall discourse the importance of each invitee rhythm
1. The pre-arrival phase is when the invitee selects a Hotel to use. The guest’s pick is affected by a figure of influences such as the guest’s ain sentiments and experiences in past hotels. the invitee is besides influenced by certain elements like location of the hotel. and the invitee besides receives recommendations and even advertisement encourages the invitee to take a expression at a certain hotel due to the attractive advertizement.
Some invitees are put off from the hotel when it is in direct contact with the hotels reserves system. for illustration the invitee will be unhappy with a hapless quality receptionist or a hapless quality web site to do on-line engagement or engagement over the phone. Most known issues when a invitee is taking a hotel is description of the hotel. monetary value per dark per room and any excess installations. It is cardinal that when a individual phones front office of the hotel that the staff in forepart office have full cognition of merely about everything in the full hotel. this could act upon the individual to take the hotel due to the criterion of rescue of information from the member of staff. ( Knowles. 1998 )
To do good usage of this phase in the invitee rhythm. a reserves clerk would be wise to maintain all reserves on record and therefore placing a certain reserve form by analyzing “room handiness and calculating rooms’ gross. ” ( Knowles. 1998. p. 148 ) Making this will give the hotel a immense advantage in cognizing what suites they could sell or if they need to use more in the advertisement section. ( Knowles. 1998 )
2. The arrival phase. this is when the guest first makes ocular contact with staff in the hotel and starts their concern relationship. it is up to the employees of front office and other sections alike to bring forth a clear thought of the invitees outlooks of the hotel and the grounds of visit. This phase normally has the most paperss to treat such a sign language in and registering. happening out and utilizing the customer’s payment method. etc. Front office besides needs to remain in changeless contact with the house maintain section to be able to revolve invitees to their suites expeditiously without any holds for the invitees. ( Knowles. 1998 )
3. Occupancy phase. this phase involves maintaining the guest satisfied but besides luring them to pass every bit much as possible within you hotel. Front office has to set up a safe manner of procuring payment from their invitees and most hotels set up a room recognition rate that each invitee gets unless they pay more room recognition than usual. by making this the guest can roll around free in the hotel bear downing all repasts and other activities to their room within the hotels installations. This procedure involves a batch of monitoring and normally involves a every night audit to see that all excess charges to the room are accounted for.
The dark audit so add all guest information including all charges for the room and outside room activities that are due. to the invitee history. eventually front office adds this to their accounting records. Most significantly this phase of the guest rhythm is the phase that requires the staff to pay full attending to the invitee and give the guest the best stay they could perchance hold. because this phase is normally when the invitees starts make up one’s minding if they will of all time come back to the hotel of all time once more. ( Knowels. 1998 )
4. Departure. this is the 4th and concluding phase of the guest rhythm within a hotel. the chief service to transport out now is for the front office to take out the invitee history and finalize it with the invitee and procure a full payment. This is non the lone service that the front office does during this phase. front office have to inquire if their guest enjoyed their stay at the hotel and if there is any betterment to the hotel that they would wish to bespeak. after all the processs front office eventually allow the guest be on his/her manner with a pleasant adieu and delight come back once more shortly. For the selling and gross revenues section it is of import for the hotel to information of the invitee such as the mark in or enrollment documents that were given to the invitee when he/she arrived at the hotel. The information can give the hotel an advantage in being able to state what kind of invitee they normally have in their hotel. where they come from etcetera… By making this they will be able to put up a strong strategic selling base. ( Knowels. 1998 )
Related Activities & A ; Documents Most activities and paperss are normally taken topographic point during what is normally known as the dark audit. The dark audit is a procedure carried out by normally the dark porter or dark director ; he/she checks the truth of the guest histories that were created by the front office that dark after every day-to-day consumption of invitees. The procedure involves several undertakings ( activities ) and histories ( paperss ) to be made observe off such as:
* Check that guest history is up-to-date and accurate and add any charges if charges are due to be added. * Check the verifiers or recognition cards that the invitees have provided to do certain that they are legitimate beginnings of payment. * Make certain all charges during day-to-day activities that were made by the invitee within the hotel that should be charged to the invitee history. are charged to the invitee history. * Double cheque all histories. notes posted during the twenty-four hours and balances.
* Make a study for the forenoon staff and director of the dark audit taking into history of the consequences of all the guest histories and fundss of the hotel after the old twenty-four hours. ( Knowles. 1998 ) The followers is a list of paperss that are used throughout the guest rhythm:
I. Hotel diary: this is a diary posted up for all front office staff to maintain up-to-date with twenty-four hours to twenty-four hours occurrences within the hotel. it involves guest information. corrections to account etc… two. List of arrives: either on computing machine system or existent written out list of invitees and designated suites. three. Housekeeping history: up-to-date record of suites that need cleaning and suites that are already cleaned. four. Pre-arrival papers: for forepart office to hold an thought of invitee that are expected to get. v. Departure papers: for forepart office to hold an thought of the invitee that are expected to look into out at look intoing out clip. six. Night audit papers: for forepart office in the forenoon to see the entire sum that is needed to be confirmed and charged to the invitee when look intoing out.
All activities are to do certain that these paperss are followed through. checked and updated every hr to every twenty-four hours. [ ( Dix & A ; Baird. 1998 ) and ( Knowels. 1998 ) ]
Designation of jobs encountered by invitees ( Abbott & A ; Lewry. 1991 ) Problems encountered by the invitee in the pre-arrival phase: I use the above image to assist exemplify the job that invitees can meet in the first and perchance the most of import phase in the guest rhythm of the hotel industry and that is the pre- reaching phase. As seen in the image the invitee chooses to reach our hotel through as many agencies as the hotel offers such as electronic mail. phone. facsimile etc…The image besides shows that the invitee could be put off the hotel at about any minute during the question for the pre-arrival phase. for case the hotel could be black listed and the invitee will look elsewhere. or the hotel front office staff could non sound professional and handle the invitee as a 2nd category citizen which could upset the invitee and provoke him/her to make up one’s mind to ne’er reach that hotel of all time once more. These jobs have to be identified throughout the hotel and monitored to do certain such jobs do non happen. ( Abbott & A ; Lewry. 1991 )
Problems encountered by the invitee in the arrival phase:
( Abbott & A ; Lewry. 1991 ) First feelings are by and large in the pre-arrival phase when the invitee is make up one’s minding which hotel to take but the guest gets more of a elaborate first feeling when he/she foremost enters the hotel. this can be influenced by the mode by which the invitee is introduced to the hotel by the staff. for case take a good expression at the image I have decided to assist portray my point above this paragraph. self-presentation is cardinal when presenting yourself to the invitee that arrives to your ‘wonderful’ hotel. if the invitee is non satisfied with the degree of sevice he/she desire he/she will do a ailment which is bad for concern. ( Abbott & A ; Lewry. 1991 ) Problems encountered by the invitee in the tenancy phase:
Different systems are used in every hotel to maintain path of the guest’s activities within a hotel. it all depends on the system you choose for your hotel and how dependable it can be. nil can be worse than an undependable system. For illustration if the invitee is utilizing all the installations your hotel has to offer and is bear downing it all to his/her room. and so all of a all of a sudden your machine-controlled system does non maintain path and you could lose some serious money due to such a mistake in your system. Making first feelings last is another difficult occupation for the hotel ; it’s non merely being friendly when they arrive but its devising certain their invitee is 100 % satisfied all the clip. ( Abbott & A ; Lewry. 1991 ) Problems encountered by the invitee in the going phase:
The going clip depends on the size of the hotel. given that the hotel based in this inquiry is a medium sized hotel with a 128 suites the front office desk should be reasonably busy at check-out procedure times. normally a large waiting line is formed which starts to foment the invitees. because of this the guest so is most likely to give a bad reappraisal of the hotel if given the opportunity to. ( Abbott & A ; Lewry. 1991 )
Suggestions to minimise/eliminate such jobs: For the pre-arrival phase ; as based on the above job faced by invitees. a hotel can make certain things to do certain they do non endure such jobs with their invitees. If the invitee could be easy put-off by staff replying phones or any guest inquiries without a professional mode. so the directors of the hotel should do certain they train their staff to a respectable societal criterion to be able to pass on to the invitees with out invitees being put-off by the hotel staff. ( Abbot & A ; Lewry. 1991 )
For the arrival phase ; much like the pre-arrival but with little differences because the staff now have to turn out to the invitee that they non merely sound and look professional and organized but truly are professional and good organised. so that when the invitee arrives the director of the hotel has set out clear undertakings that the front office staff follow like a regulation book. In my ain experiences in a 4 star hotel in Dublin. when the invitees arrive the front office staff would do their guest confortable in the invitee sofa to hold some tea or java while they staff send up their luguage to the room while the guest takes their clip registering. ( Abbot & A ; Lewry. 1991 )
For the tenancy phase ; as said above automated systems can do some problem in hotels so the director would hold to pass on with the other depatartments possible do this during the dark audit when all the fundss and guest histories are being checked that manner even If the system as lost something the director and staff likewise habit. ( Abbot & A ; Lewry. 1991 ) For the Departure phase ; going the hotel with a immense waiting line is wholly unneeded these yearss. as it is possible for the director to put up a fast check-out procedure system for invitees. normally slower for new invitee but for frequent invitee or corporate invitee cheque out is every bit simple as passing in the keys. ( Abbot & A ; Lewry. 1991 )