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?