Who is the VIP Guest and How to handle?
How to Handle VIP and VVIP arrivals in hotels
Who is a VIP guest ?
Criteria for Categorizing guests as a VIP may differ from hotel to hotel, below are few examples for the same:
VIP: Decision Makers of Companies, Travel Agents,
A guest who had a bad experience on his last visit,
Journalists, Event Planners,
GM or Unit head of Companies etc.
Board of Directors, Owners, Partners, Celebrities, Loyalty members, Head of States or countries, Senior Government officials etc.
Preparation for a VIP and VVIP arrival starts right from the reservation stage, All department must coordinate effectively and carefully controlled to have an effective VIP procedure.
A VIP status is often approved by the General Manager, Rooms Director/Director of Operations, or Director of Sales. Because all VIP’s guests are pre-registered, the person approving the VIP status also assumes responsibility for the guest’s credit status.
• Sales team should always inform the reservation department regarding VIP reservation well in advance, This lead time allows the reservation agent to block the appropriate room and also notify the same to other departments.
• During reservation an appropriate VIP code to be attached to the VIP reservation on the Property Management System.
• Tagging of VIP code to the reservation helps another department to easily identify the VIP status of the guest and do the required preparations.
• VIP Status is normally printed on reports like Arrival list, Room Boy list, Departure list etc. In addition to this new age hotel management software’s also give pop-up to users whenever they try to access the guest reservation. Eg: “GM / AGM to meet on arrival“
• After blocking the room for the VIP guest, Front office department should send the VIP requisition form to Housekeeping and Room service well in advance so they can do the required arrangements.
• If there is any further change in the room number at a later stage then same need to be communicated to Housekeeping and Room service immediately.
• Housekeeping department put a priority on VIP arrivals and return those rooms to Front office as soon as possible.
• HK department places all complimentary VIP welcome amenity in their rooms.
• The Welcome Amenities must reflect the prestige and cultural background of the Guest.
• Executive housekeeper / Asst. Executive housekeeper should verify the rooms before releasing the same to the front desk for check-in.
• On the arrival day Ensure that all special requests have been accommodated and actioned.
• Upon arrival Front desk team must inform the FOM / Resident Manager / General Manager to greet and meet the VIP Guest.
• Always accompany the VIP Guest to the room and proceed with the check-in procedures in the room.
• Fill in as much information that you can on the Registration Form prior to presenting it to the Guest.
• Offer a tour of the property at the Guest’s convenience and the person who escorted the Guest to make a courtesy call within the first 24 hours.
• List of VIP and VVIP guests are noted down on the white board at Back office, Operators Cabin and housekeeping control desk.
Tags:front office department training, Front office rules and regulations, Hotel management training, Hotel Security, Hotel Telephone operator, Housekeeping training