Handling Vip Arrival

HANDLING VIP/VVIP ARRIVALS
Who is a VIP and VVIP?

 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, Honeymoon couples, A guest who had
a bad experience on his last visit, Journalists,
Event Planners, GM or Unit head of Companies
etc.
 VVIP: Board of Directors, Owners, Partners,
Celebrities, Loyalty members, Head of States or
countries, Senior Government officials etc.
Pre-Arrival
 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.
 Since all VIP's guests are pre-registered, the
person approving the VIP status also assumes
responsibility for the guests credit status.
HANDLING VIP GUEST’S
 After getting information regarding VIP / VVIP arrival through
VIP / VVIP movement sheet from reservation or sales and
marketing department the F.O.A should block a good room
as mentioned in the requisition (movement sheet) under the
supervision of lobby manager.
 While blocking, executive house keeper kept informed to
give special attention to the room.
 VIP / VVIP amenities voucher should be prepared in three
copies and distributed to all three departments house
keeping, room service and one copy will be with front office.
Or as per house policy
 Hospitality desk should be informed to extend hospitality
(e.g. traditional welcome| theme welcome etc) when the
VIP / VVIP arrives.
 Front office manager or lobby manager should take the prior

briefing of all the staff regarding VIP / VVIP arrival to avoid
any confusion or delaying service.
 e.g. 2. bell boy (senior) should be deputed by the
bell captain to handle luggage and they should be ready with
errand card.
 After getting information from doorman about VIP arrival lobby
manager PRO should go the portico along with a sr. bell boy.
 Lobby manager / PRO should escort the guest from the portico
to the lobby.
 GRE welcomes the guest there.

 After that guest should be escorted to the allotted room by lobby
manager / PRO / GRE who are available.
 Before the guest reaches the room the bell boy should collect
the luggage and reach in advance of the guest.
 He switches on the light. Ac, draw the curtain, and arrange the
luggage in the luggage rack and wait outside the room.
 On arrival of the guest he hands over the key to the guest
and returns to the bell desk and fills up the bell captain
control sheet, reports to bell captain, fills up the errand card
and gets it signed by the bell captain.
 The lobby manager / PRO / GRE who were already escorting

the guest to the room must take the signature of the guest on
the registration card before leaving the room.
 Before leaving the room they should wish the guest a happy
and memorable stay.
 If the lobby manager or F.O.M are not available at the time of VIP check
in PRO / GRE should complete the job with full efficiency and the
manager should contact the guest as soon as possible and ensure that
he is comfortable.
 To ensure highest standard of service to VIP / VVIP guests, it is

important that guest contact is maintained for the duration of their stay
and their needs are constantly monitored via arranging tours, re-
conformation of air tickets etc.
 In order to help achieve this, the manager/GRE should endeavor to

make contact with each guest on daily basis.
 Care must be taken that the approach is low-key, friendly and obtrusive.
Ideally contact can be maintained with the guest while he is using the
VIP lounge facilities; however this is not always possible.
 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. 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/ Host.
 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 sanctioned.
 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 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.

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HANDLING VIP/VVIP ARRIVALS

Who is a VIP and VVIP?

 Front office manager or lobby manager should take the prior

 GRE welcomes the guest there.

 The lobby manager / PRO / GRE who were already escorting

 To ensure highest standard of service to VIP / VVIP guests, it is

 In order to help achieve this, the manager/GRE should endeavor to

 During reservation an appropriate VIP code to be attached to the VIP

 Tagging of VIP code to the reservation helps other department to easily

 On the arrival day Ensure that all special requests have

 Upon arrival Front desk team must inform the FOM /

 Always accompany the VIP Guest to the room and proceed

 Offer a tour of the property at the Guest’s convenience and the

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