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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）.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