2.

HOSPITALITY CYCLE AT THE ESTABLISHMENT

Hospitality is the relationship between guest and host, or the act or practice of being
hospitable. Specifically, this includes the reception and entertainment of guests,
visitors, or strangers, resorts, membership clubs, conventions, attractions, special
events, and other services for travellers and tourists. Hospitality also refers to the
activities oriented towards satisfying guests.
There are two types in the hospitality cycles which are traditional and commercial
cycle. Traditional cycle is means participants normally observe the etiquette and
properties that are traditionally practised. While commercial is both involve
interpersonal and cross-cultural communication. Hospitality can be divided by four
stages which is arrival, familiarisation, engagement and departure.

2.0.1

Arrival
The first stage is arrival in the hospitality cycle. Arrival means when the guests
arrive in front of establishment. The guest will choose a caf during the prearrival stage of the guest cycle. The choices of the guest can be affected by
many factors including previous experiences with the caf, advertisement,
word of mouth referral by friends and colleagues and the location of the caf.
The guest's decision to making plan eat at caf or restaurant it is can also be
effected by the ease of the way of staff and employee at the caf or restaurant
interacted with them and described the facility of the caf

like WIFI

connection, the price of the food, cleanliness, facilities and other attractions
near the caf. Once customers make a decision to eat at the caf they will
come in at the caf. So the staffs need to give a best action to make customer
feel they welcome at the caf.
From my observation at the Mai Caf once the waiter and waiters see the
potential customer they will smile to the customer. After the customer come in
to their caf the staff will greet the customer very politely by saying Welcome
to Mai Caf sir or madam. Then the staff will escort the guest to their table and

pull their chair. The waiter and waiters are very polite and friendly when
handle their guest.

2.0.2

Familiarisation
The second stage is familiarisation. This stage occurs when the waiter or
waiters brief guest on what the product their caf have and what are available
at the caf. The waiter or waiters also give the guest their brochures or menu
card. The guest will read their menu card and ask question about their caf. At
this stage customer will ask everything whether about food or other thing.
Mai caf offers the variety Western food to their customers. The staffs at the
caf have to know all about Western food that the caf provide to customers
because the customer will ask the staff when they want to know more about
the food. In addition, the staff also can brief shortly to the guest what the
ingredients in their food to avoid any bad incident for example when the guest
have allergic some ingredient in the food such as seafood, nuts and others.
Waiters and waiter can give suggestion to their customer when the customers
confuse to choose their meal. For example, at Mai Caf they will suggest their
customer to try their new Western food at the particular time because Mai Caf
always updating their menu to avoid their guest bored.
For the facilities at Mai caf is a WIFI connection, toilet, soft music and
provided chair for small children to make guest feel easier. The staff at this
caf will tell to customers that facilities are available at their caf. For the
connection WIFI the password already patch at the wall to make customer
easier to connect the WIFI. So, the customers no need hand up their hand to
call the waiters or waiter.

2.0.3

Engagement
The third stage of hospitality cycle is engagement. Engagement means the
agreement between one people and other people. To create an engaging
customer experience, you need up-to-the-minute information in order to truly
anticipate your guests' needs and wants. That intelligence requires access to a
high speed, real-time data repository for tracking, collecting, and sharing
relevant data points across your hotel, identify the repetitive guest problems.