Every customer in the hospitality sector ought to be treated like a VIP guest and the hotel staff must be aware of how to treat VIP guest in hotel, since they are the lifeblood of the business. Although excellent customer service is crucial for every organization, the hotel sector is unique in that the product itself is the service being provided to customers.
In order to ensure repeat business, it is critical that customers feel appreciated and get individualized attention. While it is important that all visitors get first-rate service, there are some clients for whom the hotel must spare no effort in order to exceed their expectations. Guests that fall into this category have a history with the hotel or a firm (maybe via a loyalty program) and/or invest significantly in the business.
Who exactly is a Very Important Person (VIP) Guest?
A VIP guest visitor is an extremely significant individual who is given extra perks and attention. These are the customers that have stayed at the hotel several times via the loyalty program and consistently provide the most revenue for the business. Different hotels will have different criteria for what makes a VIP guest in hotel, but here are a few things that most of them have in common. These are the types of VIP guest you may encounter:
- Key Personnel in Organizations
- Director General
- VIPs invited by travel agents
- Happy newlyweds
- Editors Producers Managers of Corporate Events
- Visitor referrals from General Manager
Who exactly qualifies as a VVIP Guest?
A very, very, important person (VVIP) is a visitor who receives exceptional service and special perks. This sort of visitor is prestigious, influential, and well-respected. The specifics of the VVIP guest are as follows:
- Executive Committee
- Famous People
- Managing Director
- Influencer Sportsperson
- Committed followers
- Contextual Political Factors
- Chief Executives of Various Nations
- Leaders in the Government
Preparation for Arrival of VIP and VVIP Guests
To effectively manage and control a VIP guest and VVIP guest procedure, it is necessary for all departments to cooperate with one another beginning with the reservation process. VIP and VVIP guests often need approval from the hotel’s general manager, director of rooms, director of operations, or director of sales. All of these visitors have been pre-registered as VIPs, and whomever grants them that privilege also takes on the responsibility of checking their credit as a part of VIP guest services.
- The sales department must notify the reservation desk in advance of any VIP or VVIP guests. To accommodate VIP and VVIP guest, the reservations staff has to know in advance which rooms to set aside for them.
- When making a reservation using the PMS (Property Management System) software, it is essential to provide the correct VVIP and VIP guest code.
- Reservations must be marked with a VIP or VVIP code so that other departments are aware of the guest’s special status and may provide the appropriate accommodations.
- The report of arrival list, departure list, housekeeping status list, etc., has been printed out to reflect the current state of these arriving guests. In addition, modern hotel management systems provide users with notifications whenever they access guest reservations, such as “GM / AGM to meet on arrival” and “VIP requisition form to be sent to Housekeeping and In-room dining in advance to allow for adequate preparation and to make the necessary arrangements.”
- Guests are responsible for promptly notifying Housekeeping and In-Room Dining of any changes to their room number.
- Always The housekeeping staff should notify the front desk as quickly as possible and provide VIP guest and VVIP guests their rooms as soon as feasible.
- All of the special VIP guest extras are delivered to the room that has been reserved for them by housekeeping.
- Make sure the guest’s position and culture are reflected in the welcome gifts you give them.
- Before releasing a guest room for check-in, the Director of Housekeeping or Executive Housekeeper must do a final inspection and certify its condition.
- On the day of arrival, it is your responsibility to ensure that the VIP guest rooms have been stocked with any requested items.
- When a very important person (VIP) or very very important person (VVIP) checks in, the front desk staff must notify the Front Office Manager, Director of Rooms, Hotel Manager, and General Manager so that they may all personally meet and welcome the client.
- Required to escort VIP guest and VVIPsto their rooms and complete check-in formalities there.
- The registration form must be shown to the visitor and filled out completely before it can be submitted.
- Guest tours of the hotel should be scheduled at the guest’s convenience, and the staff member guiding them should phone within 24 hours to provide a warm welcome.
- Housekeeping department coordinator desk, operator desk, in-room dining desk, rear, and other whiteboards as needed to record names and room numbers of VIP and VVIP visitors.
Advice for Dealing with VIP and VVIP Guests When They Arrive at Hotels
As a service provider, every institution owes it to its visitors and customers on how to treat VIP guest in hotel with the utmost care and consideration. But there are instances when establishments play home to individuals who are regarded as being highly significant.
These guests might be regulars, business partners, important customers, politicians, celebrities, or top executives from a major company. It is a significant accomplishment for a business to include them among its guests. Nobody would want to give the incorrect impression to these folks, especially on their first encounter with them.
Despite the fact that reservations are made a significant amount of time in advance, some businesses make no effort to handle them differently. There are times when unique visitors demand particular attention, and there is no harm in offering it as a professional courtesy. For example, “sometimes, special guests require special attention.” Therefore, in order to properly greet VIP guest and VVIPs, here are some pointers.
It is essential for every member of the staff, but notably the concierge, to be aware of who will be coming as well as the reasons why this individual is vital to the business. They will have time to mentally prepare themselves, allowing them to avoid any embarrassing situations that may arise as a result. The official calendars need to be brought up to date with the visit. On the day of the arrival, the whole staff has to be on high alert, and they need to be informed that they have visits scheduled.
When a VVIP or VIP guest arrives, the concierge who is handling their arrival has to identify them and fill in any relevant data that have been provided in advance. At the time of booking, the hotel will often get personal information such as the guest’s name, address, telephone number, social security number, passport information, and visa information. Making such a request of a VVIP won’t create a positive impression on them. In the event that the visit was unplanned, you should instruct the concierge to get the essential information from the guests’ secretaries or from the personnel who accompanied VIP Guest in hotel.
Make sure they are not uncomfortable
It is necessary to speed up anything that is typically time-consuming. Give the instructions to all of the employees that they should welcome the VIP guest or VVIP with flowers and a nice greeting. The check-in procedure ought to go off without a hitch.
The greeting given to the VIP should be planned out in accordance with that person’s cultural traditions in order to make it seem more customized. For example, if the hotel is scheduled to accept a foreign dignitary from Malaysia, then the hotel must plan the welcome in accordance with the cultural norms of Malaysia. It would be very much appreciated if their apartment was renovated according to their preferences and areas of interest.
Having consideration for their requirements
The requirements for the VIP guest or VVIP individual will be different. In the event that the individual will be attending a function that has the potential to wear them out, they should be offered a variety of selections that may assist them in relaxing in accordance with their agenda.
The employees at the hotel need to assist VIP Guest in hotel in settling in. If the entourage is arriving from the airport, those individuals will be shown the way to the restroom if they express an interest in using one. After they have had a chance to settle down, refreshments need to be brought out.
In order to organize their trip and stop at the hotel, they can be interested in gathering information on the hotel’s safety precautions as well as the flow of nearby traffic. The entourage could be interested in learning more about the location.
To leave an impact that won’t go away
If this is an official visit, you will need to ensure that you have all of the general equipment required for a conference, such as a room with audiovisual support and a screen, stationery, and adequate working tables for the VIP guest and his entourage. If this is an unofficial visit, you will not need to worry about this.
Step-by-Step Check-in Procedure for VIP and VVIP Guest Arrival at Hotel
Stage 1: Checklist for Things to Do Before VIP and VVIP Guests Get There
- If you don’t know when you’ll be arriving, your room(s) must be ready by midday.
- Take into account the Executive Housekeeper’s or Assistant’s input.
- Verify that the Housekeeping Division was notified and that the relevant complimentary order slip was provided.
- Pick up a VIP guest Registration Card at the front desk.
- Gain access to the pre-locked areas by retrieving the relevant keys.
- Get the right name on the VIP’s Welcome Card and relevant letter ready a day before their arrival.
- Check that all of the room’s amenities are there and in their appropriate locations.
- The Guest Registration Card should have the following information: Full name, room number, and check-out date are required.
- Include a free order form with your greeting card and message to the Room Service Department.
- Verify the Reservation Form for accuracy, making sure no details were missed.
- If the room is marked as “Vacant Dirty” before it is blocked, the Registration Card will already be present.
- Verify the flight’s arrival time with the airline’s agency if you have access to such information.
- Once your precise check-in time has been verified, please meet us in the hotel lobby 10 to 15 minutes beforehand to get your room key/card.
- Alert the upper management about the coming of the special VIP Guest in hotel.
Stage 2: Check-in and Special Guest Welcome
All VIP guest and VVIPs deserve special treatment, including:
- The GROs/Assistant Manager is responsible for how to greet VIP guest at the front door and escorting them to the registration area.
- Prior to the arrival of the guests, the rooms or suites must be allocated or blocked.
- Before a visitor checks in, they expect to see any special arrangements (flowers, fruit, etc.) already in place.
- The GROs/Assistant Manager should be shown to the registration room as soon as we arrive at the anticipated time.
- Use the proper form of address, such as “Good morning, Ms./Mr./Mr. Thomas,” to welcome and how to greet VIP guest the visitor.
- Determine the guest’s general disposition to better meet his or her wants and expectations.
- Say something like, “I am John, the [Staff Designation]. of the hotel.”
- With the question, “May I escort you to your room for the registration?” you may then go on to the actual registration room.
- Make small talk on the walk to the room, and if required, go through the key system once you are there.
- Get the guest’s passport or other form of government-issued identification and fill out their Registration Card.
- Guests paying their own way should fill out their address, profession, and payment method on a Guest Registration Card before signing it.
- Notify or reaffirm the Room Rate in the event of an Own Account payment.
- Assist with reconfirming airline tickets and verifying departure time.
- Find out whether you need to make any transportation plans.
- Make the visitor feel welcome by offering to tour them around the room and describing the amenities.
- Give the visitor your business card and offer to help before you leave the room.
- Assure the visitor that their belongings will be brought up as soon as possible, if they aren’t already on their way or in their room, and wish them a good stay.
- After you’ve left the visitor, have the Bell Boy bring the guest’s bags up as soon as possible.
- Once you’ve handed over the Registration Card to the front desk and the room phone lines have been unlocked, you may check in to the computer system to ensure that all the necessary data has been recorded.
- After 10 minutes, give them a call to see whether everything is okay.
- If a VVIP guest checks in, the bellman will be in charge of the elevator.
Smart Ideas for Managing the Arrivals of VIPs in a Timely and Effective Manner
When it comes to receiving special access, seats, and favors inside of an event or conference, celebrities, politicians, and CEOs are used to getting what they want. However, things may become a bit chaotic when they arrive. However, there are some procedures that event organizers may take to guarantee a seamless and safe journey for event VIPs, beginning from the time they are picked up at the airport and extending up to the moment that they join an event.
- Coordination with the VIP guest‘s team is required for the plan.
There is no such thing as a standard VIP guest, and there is a significant gap between the requirements of a CEO and those of a politician or celebrity performer with a high public profile. The more well-known the V.I.P. is, the less leeway you will have in making decisions. Their handlers will provide you with very detailed instructions including how to greet VIP guest, the items that should be in their room, and how they should go to the location of the event.
It is essential that you be aware of the desires of not just your talent but also their publicists and management teams. You can sit there and design everything, even a rear entry via a loading dock and a fast exit out, but if your client wants to utilize the main door where they will be seen by photographers and fans, there is not much you can do about it.
- Make sure the picking up goes off without a hitch.
It is quite unlikely that a VIP guest would arrive at the event in a private jet, therefore high-profile attendees should be prepared for some particular hurdles at the airport. When in doubt, be sure to discuss in advance to determine what degree of safety and discretion the visitor wants and requires. The required amount of discretion will, of course, vary depending on the sort of VIP with whom you are dealing.
- Make the experience unique to them and give them the impression that they are important.
Although VIP guest are used to receiving special treatment as in how to treat VIP guest in hotel, the level of personalization that is given to them upon arrival will determine the degree to which they take pleasure in and remember the event. A kind greeting offered in person at the entrance is an excellent method to make people feel at home. Your visitors may be given something to take away with them, such as a welcome specialty drink or an article of clothing that is in keeping with the overall theme.
- Keep in mind that VIPs only have a certain amount of time.
There are extra actions that may be made to speed up the procedure, despite the fact that the majority of events will provide VIP guests with a separate check-in desk. It is a personal preference for Cortis to provide event credentials and materials to the visitors’ rooms in advance, making it possible for them to go straight into an event. She could even personally accompany them inside the venue so that they do not have to stop and ask anyone else for directions if they are the right kind of person.
- There is etiquette to follow while walking on a red carpet.
Naturally, the demands and requirements of a VIP guest will alter based on the kind of event that is taking place. When attending a high-profile event that takes place on a red carpet, participants may wish to increase their visibility and the amount of time they spend on the carpet.
The most important thing is to collaborate with the team to find out their preferences in advance and to prepare appropriately. When it comes to VIP guest lounges, whether they are located on red carpets or at the entrances of events, it is essential to give them the impression that they are private, safe, and exclusive without going to excessive lengths. Bringing a lot of attention to the location can detract from the overall experience and may cause your VIP guests to feel uneasy.
- Be discreet in handling them
While it is essential to make certain that the procedure for the arrival of VIP guest is uncomplicated, pleasant, and secure, many of these individuals just want to be dealt with in the same manner as other passengers. Sometimes this involves just being present in a very discrete manner to manage any issues that have arisen, without letting the person know that they are being handled in a different manner.