HOTEL GUEST SERVICE TECHNOLOGY

The Technology of Hotel Guest Service procedure is the core factor that affects not only the quality of service in general terms, but also it affects hotel income and management process. For the same type of Hotels the technological procedures – transactions - are typical. Meanwhile there are different approaches to hotels differing by location, standard of service, type of guests, size of the hotel. Four phases constituting the guest cycle are shown in Figure 1. In each phase of the cycle there are certain standard transactions which occur between the guest and the hotel. Different transactions and services are shown. They are involved in the different phases of the guest cycle. These are listed below: • reservations • check-in and registration • uniform service and baggage handling • telephone calls and messages • handling guest accounts • check-out and bill settlement The Four phases of the guest cycle and the various transactions and services within each phase are explained and identified. The First Phase is connected with Reservations. Reservations can be booked in a number of different ways, including through a local reservations clerk, or through a nationally centralized reservations system, or through Global Distribution Systems. The Second Phase – is associated with a greeting and registration. A doorman or a porter is a position in most medium to large hotels. It is individual of great importance to the reputation of a hotel. Registration or check-in transaction is provided by room clerk. If the guest has booked a reservation in advance the reservation information must be verified. Room assignment, Issuing Keys and Baggage handling are accompanying transactions of the second phase. Most hotels require guest to pay for their room in cash at check-in or guarantee payment through a credit card. After registration a room assignment is made or key card is issued. The Third Phase is an Occupancy or Communication Phase. Traditionally messages, mail and other valuable information about restaurants, theatres, and tourist attractions are provided. The Forth Phase – recording all guest charges and issuing the final statement at guest check-out. A copy of the statement is picked up at departure. This Phase includes several transactions as follows: bill settlement, baggage handling and, in most cases, it includes an additional service -transfer to the airport. Most Hotels know through experience that they will incur some no-show reservations. To combat this loss of income overbooking of rooms is a relatively common practice. Apart of overbooking the hotels may cater for guests with no advance reservation which means that the First Phase in the Guest Cycle is annulated.