Title: The Hotel Guest Cycle Process
Authors: Ebiyefa Napoleon And Dotimi E. Alamene
Volume: 9
Issue: 6
Pages: 407-413
Publication Date: 2025/06/28
Abstract:
: The stages a guest goes through from booking to post-departure are outlined in the hotel guest cycle, a crucial framework in hospitality management. The impact of the five major stages-pre-arrival, arrival, occupancy, departure, and post-departure-on visitor satisfaction and operational effectiveness is investigated in this study. Through a literature review, the research highlights best practices in each stage, including the role of technology (e.g., online check-in, CRM systems) and staff-guest interactions in shaping the overall experience. Results indicate that visitor loyalty and income production are greatly increased by personalised service, smooth phase transitions, and efficient follow-up tactics. This study highlights typical problems in the hotel sector, specifically inconsistent service and ineffective handling of complaints. To address these issues, it suggests practical solutions for hotel managers focused on improving the guest experience at every stage. By making these improvements, hotels can expect to see greater customer loyalty, better online feedback, and a stronger position against competitors. Ultimately, this research adds to the existing knowledge in hospitality by linking academic theories with real-world observations, providing a guide for future advancements in how hotels manage their guest experiences.