What are the 4 steps in the guest cycle?

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 Arrival, Arrival, Stay and Departure.

How do you start a conversation at a hotel reception?

1. Guest: Good Morning. Actually I am looking for a room in your hotel. So can you provide me information regarding that?
2. Guest: Is the price negotiable?
3. Guest: Will I get discount on online booking?
4. Guest: So how much will it cost?
5. Guest: OK.
6. Guest: For a week.
7. Guest: Today.
8. Guest: Why so?

How do you answer the phone in a front office hotel?

SOP – Telephone Etiquette in hotels

1. Phone should be answered within three rings.
2. Smile even though you are on the telephone.
3. Sit or stand up straight.
4. Use a low voice pitch.
5. Match your speaking rate to the caller’s.
6. Avoid extremes in volume.

Why is communication so important in the front office?

Healthy communication in the organization fosters mutual trust and sense of cooperation among the staff members and the guests as well as between the staff members and the management body. Front office communication with other departments can make or break the guests’ stay at the hotel.

How do you talk to a receptionist?

Here are the essential components of a warm, welcoming phone greeting:

1. Greet the caller with “Hi” or “Hello”
2. Thank the caller.
3. Recite the name of the business.
4. State your name.
5. Ask how you can help.

How do you talk to guest in front office?

Top 10 Dialogues for Front office:

1. 1) Thank you for calling ( Hotel Name ), How may I help you?
2. 2) Front Desk This is ( GS Name) Speaking, How may I help you?
3. 3) Thank you for calling the hotel ( Hotel name ), Have a nice evening!
4. 4) Thank you for staying with us, Have a nice journey.
5. 5) Allow me to transfer your call!

What the front desk clerk should do in case a guest cancels his/her reservation?

Cancelling a Reservation of Accommodation Finding out details of the guest and respective reserved accommodation. Verifying charges of cancellation, if any. Notifying the guest about cancellation charges. Cancelling the reservation in the system.

How do you speak professionally on the phone?

10 tips for answering and handling calls professionally

1. Promptly answer calls.
2. Be warm and welcoming.
3. Introduce yourself and your business.
4. Speak clearly.
5. Do not use slang or buzz words.
6. Ask before you put people on hold.
7. Don’t just put calls through.
8. Be prepared for your calls.

What are the two types of communication in the front office?

Front office communication not only includes verbal or textual communication but also body language of the staff.