Guest cycle refers to the distinct stages of guest interaction between the hotel and guests. On the basis of the stage of interaction and activities involved, the Guest Cycle is broadly, classified into four main stages based on the activity type. These are: Pre...
Reservations are the most reliable revenue stream for many hotels, and they affect everything from cash flow projections to staffing. Ensuring that guests get the accommodations when they expect them is the easiest way for a hotel to reduce complaints and increase...
A Front Office employee must always keep in mind that his first job is to incur profit for the hotel. In order to do so, he may follow certain techniques and procedures. There are mainly two techniques applied while trying to sell a room. They are Up-selling Discounts...
Tariff is the rate or charges offered to the guest by the hotel for the use of different facilities ans services, during their stay. Commonly, tariff is a charge of room rates and other facilities. Tariff is a charge of room rates and other facilities. Tariff or room...
When it comes to setting prices for rooms, establishing the highest rate is important. This rate is called the Rack Rate, and it is from this maximum price that all other rates take their lead. But that is not to say that one Rack Rate will apply to every room in a...
A Food Plan is a scheme or package through which we offer accommodation as well as food to the guest against a fixed rate. Following are the food plans commonly available in hotel: European Plan (EP) The European Plan, sometimes abbreviated as EP in hotel listings,...
Message Handling Receiving messages for in-house guests in their absence, recording them and communicating them to the guests as soon as possible is an important function of the front desk staff. The efficiency and professionalism of the hotel and the attitude of the...
It is the duty and responsibility of the front desk staff to ensure the right guest is given the key to his room and his safety and security pertaining to issuance of key is not compromised or violated during his stay in the hotel. Front Desk Agent should never give...
It is very important to ascertain the volume of business accepted on the basis of forecasting. Even the hotel believes in overbooking, the percentage of overbooking is determined through an experienced calculation. However, the factors effecting the reservation...
In the guest arrival stage there are certain steps: Preparing for guest arrival (In reservation section) Verification of documents Preparing of documents i.e. Movement list or expected arrival +expected departure list. MOVEMENT LIST: It is a document which contains...
The front office staff interacts with all departments of the hotel, including marketing and sales, housekeeping, food and beverage, banquet, controller, maintenance, security, and human resources. These departments view the front office as a communication liaison in...
Guest Handling & Complaints When guest are not satisfied with some services and express their discontent to hotel employees, most of them to the front office staff, their grievances are recorded as guest complains. When guest find it easy to express their opinion...
The Hubbart Formula is a formula that can be used in hotel management. It is used to determine the proper average rate to set for rooms in a given hotel. The Hubbart Formula is used to help with setting prices. It can be expressed as a formula:...