VIP ARRIVAL & CHECK-IN

 VIP pre-arrival checklist

• The VIP rooms shall be ready at least 2 hours before the guest's arrival,

whenever the time of arrival is communicated.

• If the expected arrival time is unknown, the concerned room(s) shall be ready by

12 PM (noon).

• Co-ordinate with the General Housekeeper or Assistant.

• Double check whether the Housekeeping Department is informed and that the

adequate complimentary order slips has been correctly issued.

• Retrieve the necessary keys corresponding to the concerned pre-reserved

rooms.

• Prepare the corresponding Welcome Card and letter one day prior to the VIP’s

arrival date with the full name correctly written.

• Ensure that all the necessary amenities are available and correctly placed in the

adequate rooms.

• Check the following information on the Guest Registration Card :

1. The complete name

2. The room number

3. The departure date

• Send the adequate complimentary order slip to the Room Service Department

together with the Welcome Card(s) and letter(s).

• Double check with the Reservation Form in order to ensure that there is no

Special request that has been omitted.

Should the pre-blocked room have the Vacant Dirty status, the Registration Card

shall already be placed in the room?

• If the flight details are available, confirm with the airline company agency the

flight touch down time.

• Once the exact arrival time at the hotel has been confirmed, make sure that the

room key/card is ready 10 to 15 minutes before.

• Inform the Management Team about the VIP’s arrival.

VIP greeting and check-in

• Greet and welcome the guest with the appropriate sentence: "Good Morning /

Afternoon / Evening, Ms./Mrs./Mr. XXX”.

• Try to get a first impression on the guest’s mood in order to anticipate any of

her/his Needs/Expectations/Wishes.

• Proceed to the room for the registration process by saying: "May I escort you to

your room for the registration."

• Engage in some light conversation on the way to the room and upon entering

explain the key system if necessary.

• Ask for the guest’s passport or any official identification document and fill up the

registration card accordingly.

• Ask the guest to fill up her/his address, occupation, mode of payment if on Own

Account and sign the Guest Registration Card.

• In the case of an Own Account settlement, inform or reconfirm the Room Rate.

Confirm the departure time and offer assistance in reconfirming the flight

ticket(s), if any.

• Check if any transport arrangements are required.

• Offer to show the guest around the room and explain the facilities available.

• Before leaving the guest’s room, provide her/him with your name and offer

assistance whenever necessary.

• Wish the guest a pleasant stay and assure her/him that her/his luggage will be

sent up immediately, if not already on the way or in the guest’s room.

• After having left the guest, immediately inform the Bell Boy to send the

concerned luggage up to the room.

• Check the computer system to ensure that all the required data has been

recorded and that the room phone line(s) have been released.

• Conduct a courtesy call to the guest after 10 minutes to ensure that everything is

in order.

Any VIP check-in duration shall not exceed 10 minutes.

Thanks for your reading this article. Have a good day and stay safe!