VIP & Special Guest Arrival

Purpose

To ensure VIP and special occasion guests receive a personalised, flawless arrival experience.

Scope

Applies to guests identified as VIP, repeat high-value guests, dignitaries and celebration stays.

Responsibility

Front Office Manager identifies and briefs; Duty Manager greets; Housekeeping prepares the room; Food and Beverage prepares amenities.

Detailed procedure

1. Identify the VIP in the arrivals report at least one day before and add alert notes to the reservation.
2. Hold the briefing with Housekeeping, Food and Beverage and Security, and assign responsibility for each item.
3. Pre-allocate the best-suited room and complete an inspection by the Duty Manager.
4. Arrange the approved welcome amenity with a personalised card.
5. Be ready at the entrance, greet the guest by name and escort them directly to the room.
6. Complete registration in the room or in a private area.
7. Call the guest after one hour to confirm satisfaction and record preferences for future stays.

Standards and guidelines

• The room is inspected and signed off before arrival.
• Amenities follow the approved VIP category.
• Guest preferences are saved in the guest profile.
• Confidentiality of VIP details is strictly maintained.

Required records and documentation

• VIP arrival list
• Amenity approval form
• Room inspection checklist
• Guest preference record

Related images

Document control