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VIP Hotel Arrival Checklist Guide

1) The document outlines the pre-arrival and check-in procedures for VIPs at a hotel, which includes preparing the room, collecting guest information, and greeting the VIP upon arrival. 2) Key steps in pre-arrival include preparing the room by the noon before arrival if the time is unknown, collecting guest registration details, and being ready in the lobby 15 minutes before the confirmed arrival time. 3) Upon arrival, the VIP should be escorted directly to their pre-assigned room, where special arrangements will be in place. Staff should greet the VIP, introduce themselves, assist with registration, and ensure the guest's needs are met before conducting a follow up call.

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1K views3 pages

VIP Hotel Arrival Checklist Guide

1) The document outlines the pre-arrival and check-in procedures for VIPs at a hotel, which includes preparing the room, collecting guest information, and greeting the VIP upon arrival. 2) Key steps in pre-arrival include preparing the room by the noon before arrival if the time is unknown, collecting guest registration details, and being ready in the lobby 15 minutes before the confirmed arrival time. 3) Upon arrival, the VIP should be escorted directly to their pre-assigned room, where special arrangements will be in place. Staff should greet the VIP, introduce themselves, assist with registration, and ensure the guest's needs are met before conducting a follow up call.

Uploaded by

سيد شوبير
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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Stage 1: VIP Pre-arrival preparation checklist

1. If the expected arrival time is unknown, the room(s) concerned shall be


ready by 12 PM (noon).

2. Coordinate with the Executive Housekeeper or Assistant.

3. Double-check whether the Housekeeping Department is informed and that


the appropriate complimentary orders slip has been correctly issued.

4. Collect the Guest Registration Card from the Front Office Reception.

5. Retrieve the necessary keys relative to the pre-blocked rooms concerned.

6. Prepare the corresponding Welcome Card and the related letter one day prior
to the VIP’s arrival date with the full name correctly written.

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


rooms.

8. Check the following information on the Guest Registration Card: 

1. The complete name,


2. The room number,
3. The departure date.
9. Send the appropriate complimentary order slip to the Room Service
Department together with the Welcome Card(s) and letter(s).

10.Double-check with the Reservation Form in order to ensure that no special


requests have been omitted.

11.Shall the pre-blocked room have the “Vacant Dirty” status, the Registration


Card shall already be placed in the room.

12.If the flight details are available, confirm with the airline company agency
the flight arrival time.
13.Once the exact arrival time at the hotel has been confirmed, be in the Lobby
Area 10 to 15 minutes before with the room key/card ready.

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

Stage 2: VIP greeting and check-in


All VIPs must be given extra attention to details:

VIPs must be met upon arrival at the main entrance by the GROs/Assistant
Manager and should be taken straight to the room for registration.

The room or suites must be pre-assigned or blocked before the guest arrival.

All special arrangements (i.e. flowers, fruits and etc.) must be in order (placed in
the room) before guest check-in.

With the availability of the expected time or arrival, the GROs (Guest Relations
Officer)/Assistant Manager and should be taken straight to the room for
registration.

Greet and welcome the guest with the appropriate sentence: "Good
morning/afternoon/evening, Ms. /Mrs. /Mr. James”.

Try to get a first impression of the guest’s mood in order to anticipate any of
her/his needs/expectations/wishes.

Introduce yourself, "I am Roger, the [Staff Designation]. of the hotel."

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

Make some light conversation on the way to the room and upon entering it, explain
the key system if necessary.

Ask for the guest’s passport or any official identification document and complete
their Registration Card accordingly.
Ask the guest to complete her/his address, occupation, mode of payment if on his
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 arrangement is 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 card 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 leaving the guest, immediately inform the Bell Boy to send the concerned
guest’s luggage up to the room.

Check-in into the computer system that all the required data have been recorded,
once you have passed the Registration Card to the Front Office Reception and that
the room phone line(s) have been released.

Conduct a courtesy call after 10 minutes to ensure that everything is in order.

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