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.
