HTMP Chapter 3

The step-by-step process the guest goes through during a hotel stay.

• Guest Steps

• Guest Cycle

• Rev Par

• Pre- arrival

The smooth flow of each guest activity from one to another without disruption, resulting in an overall positive of satisfaction.

• The Seamless Guest Experience

• The Guest Cycle

• Occupancy

• Departure

What are the 4 stages of the Guest Cycle?

When a guest makes plans, reservations, and important financial decisions before leaving home.

• pre arrival

• arrival

• occupancy

• departure

What is an example of pre- arrival stage in the hospitality and tourism industry?

• Make a Dining Reservation

• Order concert tickets

• Check in to a room

• Reserve airline seats

The time when the guest arrives at a destination expecting to receive the type of services requested or decided on during the pre-arrival stage of the cycle

• Pre arrival

• Arrival

• Occupancy

• Departure

What is an example of arrival stage in the hospitality and tourism industry?

• Pick up a rental car

• Check in at a hotel

• Enter the main gate at a theme park

• Settle the bill

The time when the guest expects to be immersed in the experience so they may see, do, eat, and explore.

• Pre arrival

• Arrival

• Occupancy

• Departure

What is an example of occupancy stage in the hospitality and tourism industry?

• Unpacking in your room

• Driving off in your rental car

• Making dinner reservations

• Sitting down, eating dinner

When the guest conclude their business or experience followed by leaving that location.

• Pre arrival

• Arrival

• Occupnacy

• Departure