Plan the guest cycle of service at a lodging accommodation.

Planning should be based on property type and include points of contact by job and location within the property and service expectations at each of the following stages:

• Pre-arrival
• Arrival
• Occupancy
• Departure

Process/Skill Questions:

Thinking

• How do customer expectations differ at different types of lodging accommodations?

• Why is it crucial to tailor the pre-arrival experience based on the type of lodging accommodation?
• How should the front desk staff process arriving guests? What are the staff's main objectives?

Communication

• How can employees at a lodging accommodation communicate a unified level of customer service?
• Who should be responsible for communicating special requests from guests during the pre-arrival stage, and how can this information be effectively shared with relevant departments?
• How are problems addressed at each level of the guest cycle?

Leadership

• Why is it essential for leaders to set clear expectations for staff regarding guest interactions and preparations before guest arrivals?
• What determines customer satisfaction after the guest cycle is completed?

Management

• What expectations or needs do guests commonly have upon arriving at a property?
• Why is the departure stage a critical point for gathering guest feedback, and how can this feedback be effectively analyzed and utilized?