f r o n t o f f i c e o p e r a t i o n s- bilkent university(f r o n t o f f i c e o p e r t i o n s -肯特大学).doc
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f r o n t o f f i c e o p e r a t i o n s- bilkent university(f r o n t o f f i c e o p e r t i o n s -肯特大学)
FRONT OFFICE OPERATIONS
I-Guest Cycle:
( The guest cycle describes the activities that each guest passes by from the moment he/she calls to communicate a reservation inquiry till he/she departs from the hotel. In fact, the guest cycle encompasses 4 different stages, which are depicted in the underneath diagram:
Pre-Arrival ( Arrival ( Occupancy ( Departure
( Each stage of the guest cycle is associated guest service, and guest accounting activity(ies).
1.Guest services:
Reservation ( Registration ( Occupancy services ( Check-out and history
2. Guest Accounting:
Establishment of credits ( Posting charges ( Night auditing ( settlement of accounts
( Below is a description of the activities undertaken at each stage of the guest cycle:
1. Pre-arrival:
( At the pre-arrival stage, the hotel must create for every potential guest a reservation Record. Doing this initiates the hotel guest cycle. Moreover, reservation records help personalize guest services and appropriately schedule needed staff and facilities
( The reservation department should, then, complete all the pre-registration activities and prepare guest folios (applicable only for automated systems). Doing so will eventually maximize room sales by accurately monitoring room availability and forecasting room revenues
2. Arrival:
( At the arrival stage, registration and rooming functions takes place and the hotel establishes a business relation-ship with the guest.
( The check-in clerk should determine the guest’s reservation status (i.e. pre-registered guests versus walk-ins). Later, he/she shall prepare a registration record or make the guest sign the already-printed pre-registration record (under some of the semi-automated and all fully automated systems).
( The registration records shall include the following personal and financial items:
a) Personal information:
Name and Surname of the guest along with billing address, telephone number, and any other coordinates
Passport number, birth certifica
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