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?