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Preparation for a VIP arrival starts right from the reservation stage, All department must coordinate effectively and carefully controlled to have a 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 guests 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 other 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.
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.
House Keeping 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 front desk for check-in.
On the arrival day Ensure that all special requests have been accommodated and well taken cared of.
Upon arrival Front desk team must inform the Front Office Manager / 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 courtesy call within the first24 hours.
List of VIP and VIP guests are noted down on the white board at Back office, Operators Cabin and housekeeping control desk.
standard check in for vip should include:
1-dedicated pickup from airport .
2-RC card should be ready and full in details before arrival to reception
3-concierge staff should be know about guest arrival timing to present hot welcoming from the gate.
4-since vip arriving to reception , customer relation in shift should welcome him in good manor and offer welcoming drink.
5-check in should only take few minutes for only guest signature on RC and explaining any hotel facilities and special facilities to him as a vip .
6-customer relation staff to accompany the guest and roaming him .
thanks for you invitation to answer the question ms.Yuliya Lukoshyna
