GUEST CYCLE 

4 Stages and Diagram 

In the hotel industry, the sequence of service is a structured approach to delivering exceptional guest experiences across various areas like front desk, food and beverage, housekeeping, and concierge services. Here’s a breakdown of the typical steps involved in each phase of the guest experience:

1. Reservation and Pre-Arrival

• Reservation Confirmation: Guests begin their journey by making a reservation, either through the hotel's website, a third-party site, or directly over the phone.
• Pre-Arrival Communication: Leading up to the stay, hotels often send a confirmation email with details about the reservation, check-in times, and special offers. This may include a pre-arrival survey to gather guest preferences.

2. Arrival and Check-In

• Welcome and Greeting: Upon arrival, guests are greeted at the entrance, often by a doorman or bellhop who may assist with luggage.
• Check-In Process: At the front desk, the receptionist verifies the reservation, provides a brief overview of amenities, and confirms preferences (e.g., room type, view, bed preference).
• Upselling and Recommendations: Reception staff may offer room upgrades, additional amenities, or dining recommendations. Guests are informed of hotel facilities and services, like breakfast options, gym access, or concierge assistance​
• Key and Orientation: The guest receives their room key or digital access and directions to their room. Bell staff may assist with luggage and introduce the room’s features.

3. In-Room and Stay Experience

• Room Inspection: Housekeeping ensures that the room is clean, stocked, and prepared with any pre-arranged preferences or amenities.
• Personalized Services: Depending on the hotel, amenities such as welcome gifts, room service, and housekeeping turn-down are tailored to guest requests. Many hotels also prioritize prompt responses to guest inquiries and requests throughout the stay.
• Concierge Services: The concierge can assist with booking local tours, restaurant reservations, and providing recommendations based on the guest’s interests.

4. Food and Beverage Service

• Greeting and Seating: Upon entering a dining venue, guests are greeted and escorted to their seats.
• Menu Presentation and Ordering: The server presents the menu, explains specials, and answers questions about dietary restrictions or ingredient details.
• Service Timing: For efficient dining, dishes are brought out in a timed manner, from appetizers to desserts, while servers remain attentive to guest needs (refilling drinks, clearing plates).
• Billing and Farewell: After the meal, the bill is presented with options to charge to the room or pay directly. The server thanks the guests, reinforcing a positive dining experience​

5. Housekeeping and Room Maintenance

• Daily Cleaning and Turn-Down Service: Housekeeping provides daily room cleaning and optional turn-down service in the evening, including amenities like fresh towels, toiletries, and bed preparation.
• Response to Requests: Housekeeping is prompt in fulfilling guest requests, whether for extra pillows, amenities, or special cleaning needs.
• Laundry and Other Services: Some hotels offer laundry, pressing, and dry-cleaning services, which can be arranged through housekeeping or the front desk.

6. Guest Assistance and Special Services

• Concierge and Assistance with Local Arrangements: The concierge assists with local recommendations, bookings, and transportation.
• Problem Resolution: Hotels follow strict protocols for addressing any guest complaints or issues, from resolving noise complaints to rectifying billing discrepancies. The goal is to swiftly address concerns, ensuring guests feel valued.

7. Check-Out and Departure

• Final Billing and Review: At check-out, the front desk verifies the guest's bill, applies any pending charges, and resolves any questions regarding the charges.
• Feedback Collection: Many hotels solicit guest feedback, either through a post-stay survey or at check-out, to gain insights into their experience and improve future services.
• Departure Assistance: Staff offer assistance with transportation arrangements or luggage handling. A courteous farewell is essential to leave guests with a positive final impression.

8. Post-Stay Follow-Up

• Thank-You Email and Feedback: Shortly after departure, hotels often send a thank-you email, encouraging guests to share feedback or leave reviews online. Some also provide loyalty program offers to encourage repeat visits.

The sequence of service aims to exceed guest expectations at every interaction, which is crucial for building brand loyalty and enhancing the guest’s overall experience. By delivering consistent, attentive, and personalized service, hotels create a memorable and satisfying experience for each guest.

THE CURRENT TRENDS IN THE GLOBAL HOSPITALITY INDUSTRY FOCUS ON SUSTAINABILITY, DIGITAL INNOVATION, AND PERSONALIZED GUEST EXPERIENCES.

The global hospitality industry is navigating a dynamic landscape influenced by trends in technology, wellness, sustainability, and the evolving needs of travelers in 2024. Here are some of the current shifts shaping the sector:

1. Technology Integration: The hospitality industry is embracing advanced technology, including artificial intelligence, to enhance guest experiences and streamline operations. Hotels are investing in contactless amenities such as digital room keys, mobile check-ins, and voice-activated room controls, which add convenience and meet safety expectations in a post-pandemic world​

   Additionally, data-driven decision-making is crucial for personalizing guest experiences, allowing businesses to tailor services based on guest preferences​
   
   

2. Health and Wellness: Travelers now prioritize wellness, with many hotels expanding their wellness offerings to include on-site yoga, meditation spaces, and holistic health services like telemedicine. This trend reflects a broader shift towards providing a rejuvenating and mentally supportive environment​

3. Sustainability Initiatives: Sustainability is a major focus, with hotels adopting eco-friendly practices such as local sourcing, energy-efficient technologies, and waste reduction measures. Some are even developing "net-positive" strategies to minimize their environmental impact while enhancing community engagement​

4. Experience-Driven Stays and Culinary Tourism: Many travelers now seek unique, immersive experiences that go beyond typical hotel stays. This includes boutique accommodations, glamping, and culinary offerings that reflect local culture, such as farm-to-table dining and vegan menus. These experiences allow guests to connect more deeply with destinations and support local economies​

5. Workforce and Employee Retention: The hospitality sector faces staffing challenges, prompting a focus on improving work conditions, providing competitive wages, and supporting professional development to retain skilled workers. This investment in workforce empowerment directly impacts guest satisfaction, as motivated employees enhance service quality​

6. Rise of "Bleisure" Travel: With remote work more common, there is an increase in "bleisure" (business and leisure) travel, blending work-friendly amenities with leisure activities. Hotels are adjusting by offering co-working spaces, high-speed internet, and specialized packages for remote workers​

7. Marketing Through Authentic Experiences: Social media continues to play a powerful role in branding, with hotels focusing on creating shareable, unique experiences to engage guests. Authentic storytelling and influencer partnerships help boost visibility and connect with broader audiences​

These trends emphasize the hospitality industry's shift toward personalized, wellness-focused, and sustainable experiences that align with guests' values and evolving travel habits. Hospitality businesses that adapt to these dynamics are likely to remain competitive and appealing in a rapidly changing market.

REFERENCE 

https://www.ezeeabsolute.com/blog/top-trends-in-hospitality-industry-in-2024/

https://blog.typsy.com/trends-shaping-hospitality-2024

https://www.cimso.com/exploring-the-dynamic-hospitality-landscape-of-2024/

As a member of the industry, it is imperative that you are familiar with the following hospitality terms.

A La Carte. This is a restaurant term for how a meal is served and ordered. Think of this as the opposite of a “set menu.” Here, the guest can order whatever dish they like with adjustments.

Table d’Hôte. A multi-course menu offered at a fixed price.

Foodie. Someone who appears to know everything about food and cooking (that may or may not be true).

SOS. This is an abbreviation of “sauce on the side.”

Charcuterie. Add this to your must-know list of hospitality terms if you work at a wine bar or other swanky businesses. This is a specific type of cooking that’s focused on the preparations of sausage, bacon, ham, and other meats. It also usually refers to a board of assorted meats, cheeses and light accompaniments.

Dupe. Information passed to the kitchen from the front-of-house team so the chef knows what dishes to prepare.

Ghost restaurant. This is a restaurant that doesn’t contain seats and makes all of its money through food delivery.

Mise en Place. A French term for the procedure kitchen staff must follow to ensure everything is in place correctly.

Omakase. A Japanese term that means “leave it up to you”. It’s when guests leave the choice of their meal to the chef.

Runner. The person who runs back and forth between the kitchen and dining area delivering dishes. Typically, they’re not assigned specific tables.

Sommelier. A person who specializes in wine and knows how to match dishes to their perfect bottle.

Three Martini Lunch. Dining experiences that take place at lunchtime and cater to lawyers and businesspeople. This hospitality term is also a slang term.

Zero out. When a customer completes payment on their balance.

“5 out!”. A term chefs use to tell the kitchen that a dish in progress will be ready in five minutes.

“86”. A restaurant slang term for when the kitchen has run out of a specific dish, beverage, or ingredient. They “86” that item from the menu, so other servers don’t try to sell it.

Adam and Eve on a Raft. A diner expression for two eggs on toast. You can add “wreck ‘em” if you need the eggs scrambled.

Bev nap. You know the small square napkins placed under the drink to prevent wetting the bar’s surface? They’re known as bev naps. Blue-plate special. Lower-cost menu options are usually switched up daily in diners and cafes.

Camper. The least favorite customer for a restaurant. Campers finish and pay for their meals but remain seated at their table for some time afterward.

Couldn’t cook their way out of a paper bag. Refers to someone who claims to be a great chef but isn’t exactly a master of the craft.

Dead plate. A dish that can’t be served to customers, usually because something’s gone wrong during the prep or cooking.

Dine and dash. Those unthinkable customers who have their meal but leave without paying for it.

“Nuke it.” This refers to microwaving a dish to heat it (or cook it) for the guest.

“Pump it out”. Prepare food quickly or “pump it out.”

“Push it.” If a restaurant needs a particular dish or drink to sell more readily than others, you need to “push it.”

16 Useful Expressions Associated with Hotel and Catering

 Expressions you say

1. I’d like a single room, please.
2. Does the hotel have a swimming pool?
3. Could I have a wake-up call at 6 am, please?
4. I’d like a room for two nights, please.
5. What time do we have to check out?
6. Is breakfast included?
7. I have a reservation under the name of Smith.
8. We need a cot for the baby, please.

Expressions you hear

1. Here’s your key. It’s room 897.
2. Check-out is at midday.
3. Would you like someone to help you with your bags?
4. What name was the reservation made under?
5. Breakfast is served between 7 and 11.
6. It’s on the fourth floor.
7. The lift is just over there.
8. Shall I call a taxi for you?

Words Associated with Hotels

Restaurant Equipment

• Ashtray
• Bottle opener
• Bowl
• Bread plate
• Bread-basket
• Candlestick
• Carafe
• Chair
• Chopsticks
• Coaster
• Coffee cup
• Coffee pot
• Condiment set
• Egg cup; egg holder
• Dish
• Folder
• Folk
• Flower vase
• Glass
• High chair
• Ice bucket
• Ice tongs
• Knife
• Menu
• Milk jug
• Napkin
• Pepper grinder
• Pepper shaker
• Pepperbox, pepper
• Placemat
• Plate
• Salt shaker
• Saucer
• Sauceboat
• Soup cup
• Spoon
• Stirrer
• Straw
• Sugar bowl
• Table
• Tablecloth
• Tent card
• Teapot
• Toothpick holder
• Tray
• Trolley
• Water jug

Words Associated with Hotels

  Toilet Amenities

• Adapter
• Bathtub
• Bathmat
• Bottle opener
• Button
• Clothes-line
• Comb
• Detergent; washing powder
• Eau de Cologne
• Hair-dryer
• Hand towel
• Mirror
• Needle
• (electric) razor
• Safety pin
• Sanitary napkin/towel
• Shampoo
• Shaver socket
• Shower
• Shower curtain
• Soap
• Tap
• Thread
• Toilet                                                            
• Toilet flush
• Toilet paper
• Toilet paper holder
• Towel; bath towel
• Towel trail
• Washbasin

15 Types of Hotel Rooms

 Adjoining rooms: Two or more attached or adjoining bedrooms.

 Bed-sitting room: Room for sitting during the day and sleeping at night.

Cabana: A type of shelter often found near beaches lakes or pools.

 Connecting rooms: Two or more bedrooms with open doors from the inside of the room.

Double room: Room with a large bed for 2 people

Double room with bath: Double bedroom with en-suite bathroom.

Duplex: 2-storey suite with stairs inside

Hospitality room / display room: A room with banquet facilities

Junior suite: large room that separates the bedroom from the living room area.

Non-smoking room: A type of room that is intended for people who do not want to smoke.

Parlor: It is a room where people can sit and talk and relax.

Room with balcony: Bedroom with a raised balcony extending from the building.

Single room: assigned to one person or a couple. This type of rooms has one bathroom, a small dressing table, a small bedside table, and a small writing table.

Single room with shower: Single bedroom with shower.

Studio room: Room with 1 bed and a sofa bed that can be converted into a bed for 1 or 2 people.

Suite: A much larger accommodation with a living room, an attached bathroom, one or two bedrooms, a living area, and a dining area as well.

Inside a Hotel Room

Here are some words that you might need to use when talking about the inside of a hotel room.

• complimentary — This word means “free.” Often hotels will serve a complimentary breakfast (included in the cost of your room), or have complimentary shampoos and soaps in the bathroom.

• bathtub — A bathtub is in the bathroom, where people can clean themselves by taking a bath.

• shower — Showers allow people to wash themselves while standing up. The shower head is the part that sprays water, and the drain is on the floor, where the water leaves. Most bathtubs have showers in them, but a standing shower is in a smaller space by itself (without a bathtub).

• towel — People use towels to dry themselves off after taking a shower or a bath. There are also hand towels, which are smaller, and a bath mat—a towel you put on the floor to stand on.

• robes — Some hotels provide robes for guests to wear after they shower. They are also called bathrobes.

• toiletries — Toiletries are small personal items you might use in the bathroom, such as shampoo/conditioner (for washing hair), soap, toothbrush and toothpaste (for brushing teeth).

• hair dryer — Most hotels will have an electric hair dryer for guests to use to dry their wet hair after washing it. In standard hotels, hair dryers are attached to the walls with a cord. These are also called blow dryers.

• sink — The sink is where people wash their hands. It has a faucet, where the water comes out, and a drain, where the water leaves.

• soap — Soap is used to kill germs and bacteria when you wash your hands. It can be either liquid (stored in a soap dispenser) or a solid bar. Some hotels have both hand soap and body soap.

• lamp — Lamps provide extra light somewhere in the room. Guests might tell you that a light burned out in their lamp, meaning it needs a new light bulb.

• executive desk — Some rooms might come with a desk to sit and write or work. These are sometimes called executive desks (just a fancier name, often used in business suites).

• kitchenette — This is a mini-kitchen where people can prepare basic food, usually with a microwave and sink. Most hotel rooms have a mini-fridge (small refrigerator) that has some beverages and snacks inside. If guests eat the snacks and beverages, they have to pay for them when they check out.

• coffee machine — Coffee machines in hotel rooms allow guests to make their own coffee in the morning. Guests might need more filters or coffee grounds when they run out.

• room service — This is a service that lets guests order food or drinks and have it delivered to their hotel room.

• turndown service — This is a service that has housekeepers go into the room and remake the beds. They might put a mint or chocolate on the pillow to show the bed has been “turned down.”

• curtains — These usually hang from a curtain rod to cover a window. Curtains can be pulled open or closed to let sunlight in or keep it out.

• TV — Most rooms have a TV with a remote control (small hand-held device used to change the channel or volume). The TV remote might need new batteries from time to time. Some hotels have a listing of the local TV channels. There are also often pay-per-view channels or movies, that guests are later charged for.

• safe — This is a small box locked with a combination or key where guests can keep valuable items locked and secure.

• cot — This is a small bed that folds up and rolls on wheels, so it can be moved into rooms when an extra bed is needed.

• pull-out sofa — This is a couch that can pull out into a sofa-bed.

• armchair — This is a more comfortable chair with rests for both of your arms.

• linens — These are cloths such as sheets on the bed, pillow cases to cover the pillows, a blanket to keep warm or a comforter (the thick blanket on top of a bed). Sheets have a thread count, which tells their quality/smoothness.

• iron and ironing board — When clothes are wrinkled, guests can get rid of the wrinkles by using an iron with an ironing board.

• private jacuzzi — This is a hot tub somewhere inside or attached to the room. “Private” is the opposite of “public,” and means that this jacuzzi is just for the people in that room.

Room Features

                Here are various features that hotel rooms might offer.

• amenities — Amenities is just another way of saying “features,” often used in the hotel business.

• AC — Air conditioning (usually shortened to “AC”) keeps rooms cool when the weather is hot.

• heating — When the weather is cold, heating will keep the rooms and hotel warm.

• bathroom — This is the room where you’ll find a toilet, sink and shower. Most hotel rooms have their own bathroom attached.

• internet access — If a hotel has internet access, it means guests can use the internet somewhere inside. They might have Wi-Fi (wireless internet), which could be free, require a password to access or cost money to use.

• wireless printing — This allows guests to print from their own computers to a printer somewhere else in the hotel (without being connected to the printer with a wire).

• fan — Some rooms might have ceiling fans or electric fans to move air around in a breeze and stay cool.

• balcony — A balcony is a platform outside that’s enclosed by some type of railing, connected to the hotel room. Balconies are on floors higher than the ground level (second floor and higher).

• patio — A patio is a paved area outside (on ground level) that usually has an outdoor table and chairs.

• smoke-free — If rooms are smoke-free, it means that smoking is not allowed. Smoking and non-smoking are two other terms used to describe if smoking is allowed or not.

Basic Terms for Cooking

*     1. BROILING

Broiling involves cooking food from the top inside your oven replicating grilling, usually at around 500°F.

*     2. SEARING

This method of cooking involves using extremely high heat usually in a pan to darken, toughen, or slightly burn the outside of a food to keep moisture inside.

*     3. BAKING

Baking is cooking food in your oven, usually between 200 and 500°F for an extended amount of time.

*     5. GRILLING

Cooking with an open flame and high heat is known as grilling, usually done to prepare meats, vegetables, or seafood.

*     6. BRAISING

This is a combination cooking method usually involving frying on high heat, then cooking with liquid while covered on a lower heat setting. This is sometimes followed by de-glazing the pan used for cooking, to make a sauce.

 

 

 

Guidelines for Handling guest complaints

                                                       

Front office management and staff should keep the following resolution guidelines in mind when handling guest complaints. The main steps in handling the guest complaints are Listen –> Empathize –> Apologize –> Take action –> Follow up.

When expressing a complaint, the guest may be quite angry. Front office staff members should not make promises that exceed their authority.

Honesty is the best policy when dealing with guest complaints. If a problem cannot be solved, front office staff should admit this to the guest early on.

Front office staff should be advised that some guests complain as part of their nature. The staff should develop an approach for dealing with such guests.

Top Ten ways of handling guest Complaints:

1.           Listen with concern and empathy.

2.         Isolate the guest if possible, so that other guests won't overhear.

3.        Stay calm. Don't argue with the guest.

4.         Be aware of the guest's self-esteem. Show a personal interest in the problem, Try to use the guest name frequently.

5.        Give the guest your undivided attention. Concentrate on the problem, no on placing blame. Do NOT Insult the guest.

6.        Take notes. Writing down the key facts saves time if someone else must get involved. Also, Guest tends to slow down when they see the front desk agent trying to write down the issue.

7.         Tell the guest what can be the best done. Offer choices. Don't promise the impossible, and don't exceed your authority.

8.        Set an approximate time for completion of corrective actions. Be specific, but do not underestimate the amount of time it will take to resolve the problem.

9.        Monitor the progress of the corrective action.

10.      Follow up. Even if the complaint was resolved by someone else, contact the guest to ensure that the problem was resolved satisfactorily.