VIP Guest Management Procedure & Checklist

Confirm the guest's VIP designation and pull all relevant profile notes before arrival. This step ensures staff awareness and allows time for preparation.

• Check the reservation record in the PMS for VIP flag, loyalty tier, or special designation.
• Review the guest history tab for any previous stays, preferences, or known sensitivities.
• Scan for special requests, room preferences (high floor, quiet, near elevator), and dietary or accessibility needs.
• Cross-reference the CRM or notes field for any corporate affiliation, known associations, or media sensitivity.
• If no profile exists or data is sparse, research the company website or publicly available background (only if appropriate) to understand context.
• Flag any security concerns, media sensitivity, or privacy requirements and notify the manager on duty immediately.
• Pitfall: Assuming a guest is not VIP because no flag is visible. Always ask the manager or check loyalty level before dismissing.

Confirm arrival details and alert all departments to prepare concurrently. Timing and coordination prevent delays and missed service moments.

• Confirm arrival date, time, and method (car, airport transfer, walk-in) in the PMS or via reservation confirmation.
• Note any ground transportation, parking needs (valet, garage), or luggage handling requirements.
• Alert the bell desk, housekeeping, and concierge with arrival time at least 2 hours before check-in (use internal messaging or shift briefing).
• If executive suite or specialty room is booked, verify room status with housekeeping and confirm availability.
• Check the front desk schedule to ensure senior or trained staff are on duty; reassign if needed.
• Identify the primary contact person (usually a manager or senior agent) to lead the check-in and handoff.
• Note any prior-night coordination if the guest arrived early or stayed previously.
• Pitfall: Assuming the standard check-in time applies. Always confirm the exact arrival window and buffer for variability.

Ensure the assigned room meets VIP standards and all personalized amenities are in place before arrival. This step is performed jointly by housekeeping and front office.

• Verify the room is cleaned to premium standard, inspected for cleanliness, and stocked with luxury toiletries and linens.
• Place complimentary welcome amenities (fruit basket, wine, chocolate, branded notepad, premium pen) in the room as per hotel policy.
• Confirm room technology (WiFi, TV, phone, climate control) is tested and functioning.
• Add any personalized touches noted in the profile (e.g., fresh flowers if guest prefers, specific pillow type, newspaper preference).
• Ensure premium toiletries are visible and restocked (shampoo, conditioner, lotion, luxury soap).
• Check that room amenities (robes, slippers, minibar, coffee machine) are fully stocked and in working order.
• If suite or specialty room, verify all areas (living room, bedroom, bathroom, balcony) meet standards.
• Coordinate with front office to confirm room readiness before check-in signal.
• Pitfall: Over-personalizing without confirmation. Use only preferences documented in the reservation or prior stay history.

Deliver a warm, personalized greeting that immediately sets a premium service tone. Use the VIP script provided to ensure consistency.

• Position a manager or senior agent at the front desk or lobby entrance to greet the guest by name if feasible.
• Use the greeting script: 'Welcome back to [hotel name], [Mr./Ms./Guest Name]. We're delighted to have you with us. We've prepared everything for your stay.'
• If the guest is unfamiliar, use: 'Welcome to [hotel name]. Thank you for choosing us. We're here to make your stay exceptional.'
• Note any companions, family members, or assistants traveling with the guest and acknowledge them briefly.
• If the guest appears rushed or tired, keep the greeting brief and offer immediate assistance (luggage, fast-track check-in).
• Offer a beverage (water, coffee, tea) while check-in details are handled.
• Avoid excessive questioning or lengthy processing at this stage; move quickly and smoothly.
• Pitfall: Treating the VIP guest like a standard arrival. The first 30 seconds set the tone for the entire stay.

Complete registration efficiently without sacrificing attention to detail. Use express check-in procedures if available.

• Offer express check-in options: tablet-based registration, pre-printed folio, or verbal confirmation of details.
• Verify identity and payment method as standard, but do so professionally and discreetly.
• Confirm room assignment and mention any special setup or amenities already prepared.
• Ask: 'May we have a contact number for your stay to ensure we reach you quickly if needed?'
• Provide key cards or access cards with a brief explanation of lobby/room access and services.
• Hand off a room guide or service menu with key hotel contacts (concierge, room service, spa, business center).
• If the guest is traveling on a corporate account or has negotiated terms, confirm billing and rate without dwelling on price.
• Pitfall: Asking the VIP guest to fill out lengthy forms or answer repetitive questions. Minimize friction.

Hand off the guest to the concierge or room attendant with clear instructions and priority context.

• Inform the primary concierge or room attendant assigned to this guest of their VIP status.
• Share the guest profile, preferences, and any known requests in a brief, private conversation.
• Provide the contact details for the front office manager in case urgent requests arise.
• Confirm the room number, check-out date, and any known plans (early breakfast, late checkout, special events).
• Ask: 'Is there anything you anticipate this guest will need during their stay?'
• If the guest has prior relationships with specific staff, arrange for that person to check in during their shift.
• Pitfall: Failing to communicate VIP status to housekeeping or concierge, resulting in standard-level service.

A manager or senior staff member should escort VIP guests to their room to ensure satisfaction and offer immediate assistance.

• Personally escort the guest from the front desk to the elevator and room (if hotel policy permits).
• During the walk, mention key facilities: restaurant hours, gym access, pool, concierge availability.
• Upon arrival at the room, briefly highlight amenities: 'Your room has WiFi [password], room service available 24/7, and the concierge is at [extension].'
• Confirm the room temperature, lighting, and amenities are satisfactory.
• Ask: 'Is there anything else you'd like us to arrange for your stay?'
• Provide a direct contact card with the manager's name and after-hours extension.
• Exit gracefully and avoid lingering once the guest is settled.
• Pitfall: Leaving the guest to find their own way or providing a cursory introduction.

Proactively address any noted requests and offer premium services during a follow-up check at 30 minutes post-arrival.

• 30 minutes after arrival, the room attendant or concierge should call the guest: 'We want to ensure you're completely comfortable. Is there anything else we can help arrange?'
• If the guest mentioned dining, spa, transportation, confirm details and make reservations or arrangements immediately.
• If the guest requested specific room adjustments (temperature, lighting, blinds), offer to send staff to optimize now.
• Document any new requests in the PMS notes and inform all relevant departments.
• Offer premium services: turndown service, newspaper selection, breakfast reservation, car service.
• If the guest is unresponsive or indicates they wish not to be disturbed, note this preference and respect it.
• Pitfall: Failing to follow up post-arrival or making assumptions about what the guest wants.

Maintain high service visibility and responsiveness throughout the stay. Ensure all requests are logged and prioritized.

• Brief the entire team (front desk, housekeeping, concierge, room service) at shift changes about the VIP guest's presence.
• If a request is made via phone or in person, log it immediately in the PMS with priority flag.
• Respond to requests within 15 minutes (or sooner if feasible); confirm completion with the guest.
• If the guest encounters a problem (room issue, service delay, missing amenity), escalate to the manager immediately for resolution.
• Avoid disturbing the guest unnecessarily; housekeeping and room service should coordinate with the concierge before entry.
• If the guest dines in-house or uses hotel services, brief restaurant/spa staff beforehand on their status and preferences.
• Pitfall: Ignoring small requests or delays in responding. VIP guests notice responsiveness and remember it.

Protect the guest's privacy and manage any media, visitor, or security concerns discreetly.

• Never disclose the guest's presence, room number, or arrival date to external callers or walk-ins without prior authorization.
• If a caller inquires about the guest, say: 'We don't confirm guest arrivals. May I take a message for them?'
• If a visitor arrives without prior authorization, confirm the guest's permission before directing them upstairs.
• If the guest is media-sensitive or high-profile, consider discreet room access (rear elevator, side entrance) and alert security.
• Coordinate with security if the guest has expressed safety concerns or if paparazzi or protesters are present.
• Document any privacy requests in the PMS with a clear marker so all staff are aware.
• If the guest is traveling incognito or using an alias, use only the registered name in all communications.
• Pitfall: Discussing the guest with colleagues or allowing unauthorized access. Discretion is a cornerstone of premium hospitality.

Close the VIP stay with the same attention and courtesy used at arrival. Gather feedback and ensure the guest departs satisfied.

• A manager or senior agent should conduct the checkout process personally if possible.
• If the guest is checking out early, offer to expedite the process and avoid delays.
• Review the folio before presenting to ensure no errors or unexpected charges.
• If there are questions about charges, resolve them calmly and without debate.
• Ask: 'Did we meet all your needs during your stay? Is there anything we could have improved?'
• Invite the guest to complete a feedback survey (in-room or mobile link) and emphasize that feedback helps improve service.
• Offer complimentary services for the next stay if appropriate (upgrade, dining credit, late checkout).
• If the guest is on a corporate account, confirm billing is correct and provide a detailed invoice if needed.
• Arrange luggage handling and ground transportation if the guest requires it.
• Send a thank-you note or email within 24 hours referencing something specific about their stay.
• Pitfall: Rushing checkout or allowing a negative final impression to overshadow the stay.

Document the stay details, preferences, and feedback for future reference and service continuity.

• Update the guest profile in the PMS with new preferences discovered during the stay (e.g., 'prefers high floor', 'requests quiet room').
• Note any special accommodations made and whether they enhanced the guest's experience.
• Record spending patterns: which restaurants, services, or amenities did the guest use?
• If the guest expressed preferences for future stays (loyalty program, membership, communication), update accordingly.
• Save any notes about the guest's companions, interests, or upcoming events (e.g., 'celebrating anniversary next year').
• If there were issues or complaints, document the resolution and how it was handled.
• Archive a copy of the folio and any correspondence for audit and historical reference.
• Flag the profile for future bookings so staff know this is a returning VIP and can anticipate preferences.
• Pitfall: Failing to document the stay means the next visit will feel like the first, missing an opportunity to build loyalty.