Hotel VIP Guest Management Procedure Quiz

Only when the guest explicitly requests VIP treatment during booking

When a reservation is flagged as VIP, loyalty tier 4+, corporate elite, or high-spend guest at least 48 hours before arrival

Immediately upon the guest's arrival at the front desk

Any front desk agent who believes the guest deserves premium treatment

Managers, senior agents, and loyalty coordinators only

Housekeeping supervisors and concierge staff

Reservation agents and bell desk attendants

Ask the guest to wait in the lobby without explanation until housekeeping completes the room

Offer luggage storage, lounge access, and a beverage; inform the guest of the exact ready time and update every 10 minutes

Immediately assign a different standard room without consulting the guest

Apologize and promise a discount on the next stay

Guest's favorite restaurant in the area

Guest's room number, presence, arrival date, and check-out date

General hotel amenities like the spa hours

Hotel WiFi network name

Explain that the preferred room type was unavailable and offer to check again later

Transfer the complaint to a manager immediately; listen actively and avoid justifying

Offer a discount on the current stay and apologize

Document the complaint and inform the guest you will follow up in 24 hours

5 minutes

10 minutes

15 minutes

20 minutes

Refuse the request and explain the room is booked

Offer a partial extension (late checkout until 14:00 or 16:00) or upgrade to another available room

Charge the full additional night rate without discussing alternatives

Ask the guest to vacate immediately and store luggage until they are ready to leave

Immediately provide room access without verification

Confirm the relationship to the main guest before providing access or information

Ask for government-issued ID and deny access unless they are listed on the reservation

Provide the room number but require the companion to call the guest directly

Politely answer basic questions to avoid appearing uncooperative

Alert security and management immediately; do not provide any information or confirm the guest's presence

Ask the media to wait while you verify the guest's permission to release information

Direct the media to the hotel's public relations contact and confirm the guest is staying

Within 30 minutes of the guest entering the room

At the end of the first day of the stay

Only if the guest calls with a request

Within 2 hours of check-in during the evening shift

Only the final folio amount and payment method

Preferences discovered, dining patterns, requests, complaints and resolutions, feedback score, and personal details for future personalization

Room number and check-in/check-out dates

Guest's email address and loyalty tier only