Title: Plan the consumer experience within the stages of a guest cycle of service at a lodging property.
Course: Introduction to Hospitality, Tourism, and Recreation (16001-36) > Section: Exploring the Lodging Industry

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

- Pre-arrival
- Arrival
- Occupancy
- Departure

Process/Skill Questions:

Thinking

- What are the stages of the hotel guest cycle?
- How should the front desk staff process arriving guests? What are the staff's main objectives?
- How do customer expectations differ at different types of lodging accommodations?

Communication

- How can employees at a lodging operation communicate a unified level of customer service?
- How are problems addressed at each level of the guest cycle?

Leadership

- What are the goals for evaluating employees at each stage of the guest cycle?
- What determines customer satisfaction after the guest cycle is completed?

Management

- What expectations or needs do guests commonly have upon arriving at a property?
- How would changes be made when guests continually have poor experiences?