WAYS TO HANDLE VIP AND VVIP GUEST ARRIVALS IN HOTELS

January 17, 2022

WHO IS A VIP GUEST?

A VIP guest is a very important person, who gets special privileges, treatment and received personalized service. Generally, it is consists of the guests who have a prolonged history with the hotel, through a loyalty program and also those guests who give the hotel outstanding financial profit.

The basis for classifying VIP guests will vary from hotel to hotel, so below are some points for the VIP guest

  • Decision Makers of Companies
  • General Manager
  • Travel Agents guests with high profile
  •  Honeymoon couples
  •  Journalists
  •  Event Planners
  •  Unit head of Companies
  • GM referred guests

WHO IS A VVIP GUEST?

VVIP guest is a very very important person, who gets high standard privileges, treatment and extra personalized service. This type of guest has a high social status, prestige, influence and have a good reputation.

Below are the details of the type of VVIP guest.

  • Board of Directors
  •  Owners
  • Chairman
  • Managing Director
  • CEO
  • Celebrities
  • Influencer
  • Sportsperson
  • Loyalty members
  • Political Background
  • Head of state or countries
  • Senior Government officials.

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PREPARATION FOR A VIP AND VVIP ARRIVAL 

It generally begins at the time of the reservation process where all the departments must coordinate with each other efficiently and attentively to manage and control an effectual VIP and VVIP procedure.

General Manager, Director of Rooms, Director of Operations or Director of Sales are those who usually approve the VIP and VVIP status of the guest. Generally, all these VIP guests are been pre-registered; the person who approves the VIP and VVIP status also presumes accountability for the guest’s credit status.

  • In advance, the sales department has to inform the reservation team about the VIP and VVIP arrivals. So this advance time gives the reservation team to block the suitable room for a VIP and VVIP guest, must inform about the same to all department.
  • While making a reservation a proper VIP and VVIP code need to be attached with the VIP or VVIP reservation on the PMS (Property Management System) software.
  • Must tag VIP and VVIP code on the reservation because it helps other departments to easily know about the VIP or VVIP status of the guest and it allows them to do the required preparations.  
  • The status of these guest arrivals are been printed on the report of arrival list, departure list, housekeeping status list, etc. Also, in this new era hotel management software give pop-up and alert to the users whenever they will access the guest reservation i.e. “GM / AGM to meet on arrival“
  • Once you block the room for the VIP or VVIP guest, then the Front office team needs to send the VIP requisition form to the Housekeeping department and In-room dining well in advance so that they have enough time to prepare and do the required arrangements.
  • In case of any changes in the room number at a later stage then immediately need to inform about the same to the Housekeeping department and In-room dining.
  • Always Housekeeping team should give top priority to VIP and VVIP arrivals, must release those rooms in the system as soon as possible and inform the Front office.
  • The housekeeping department does place all the complimentary VIP amenities in the room which is been blocked for them.
  • Ensure that the welcome amenities should reflect the status and customs background of the guest.
  • The Director of Housekeeping or Executive housekeeper must check and verify the room before they release then need to update the front office and inform them that the room is ready for check-in.
  • On the day of arrival have to make sure that all the VIP amenities, supplies and special requests are been placed in the rooms.
  • On VIP or VVIP guest arrival the front office team needs to inform the Front Office Manager, Director of Rooms, Hotel Manager as well as General Manager to greet and meet the guest.
  • Must accompany the VIP and VVIP guests to the room and need to do procedures the check-in in the room.
  • Need to fill up all the information appropriately while presenting the registration form to the guest.
  • Must offer a guest a tour of the hotel as per their convenience and make sure that the staff who is escorting the guest have to give a courtesy call in 24 hours or probably before.
  • Need to note down the name and room number of VIP and VVIP guests on the whiteboard at the Housekeeping department coordinator desk, at the operator’s desk, In-room dining desk, back and wherever is required.