Your hotel is fully booked for the weekend. How do you accommodate a VIP guest with special requests?

For me, the VIP experience begins the moment they land at the airport. If, for any reason, the hotel can't deliver a full VIP welcome due to high occupancy or multiple VIPs, we ensure that from the airport, the difference is felt. A special reception right off the plane, comfortable transport tailored to their preferences, and minimal bureaucracy upon arrival at the hotel set the tone. In-room details further enhance their experience, even if the preferred room isn't available. Every touchpoint is an opportunity to show that we value their presence.

A personalização de um atendimento VIP começa antes da chegada do mesmo. Direcionar um apartamento com maior metragem, mais silencioso e em melhor estado é a primeira das atribuições. Após, sinalize a toda a equipe, sobre a chegada deste VIP. Todos os hóspedes são importantes, é claro, mas um VIP tem que ser reconhecido imediatamente por todos. Em hotéis que trabalhei, compartilhávamos a foto do VIP entre os colaboradores, para que estes o chamasse pelo nome. Sempre é um toque que é apreciado.

The VIP experience begins before they even get to the hotel. It starts with outreach, via email and/or with a call. It is important to not that it should not be excessive, but just enough to start the dialogue. Should there be any challenges in meeting the requirements of the VIP, that conversation can be started ahead of time. It is important for all team members to be on the same page regarding the VIP, well before arrival.

It's really important to personalise a VIP's experience, especially when your hotel is fully booked. It's crucial for both you and the staff to know the VIP's preferences. Using a Customer Relationship Management (CRM) system can help keep track of their feedback and preferences, and you can share this information with all staff to ensure everyone provides consistent and personalized service. Thoughtful gestures like customized welcome baskets or securing reservations really show you care about their comfort and leave a lasting impression. local venue, these considerate gestures demonstrate your dedication to their comfort and create a lasting impression.

Algo que sempre funciona bem é a amenidade de boas-vindas, que pode ser um kit do hotel, algum brinde ou um prato de doces, ou frutas. O mais importante é o toque pessoal. Um bilhete, escrito a mão, com as boas-vindas em nome da equipe.

At the end of the day, it is all about effort. Sometimes VIP bookings come in late and there may be challenges in meeting all of their requests. But it is the effort and the alternative options that you present that can make all the difference. Most importantly, one must communicate with the VIP. The more transparent one is, the more flexible the guest will be in return.

Communication is everything. After all, we are humans and mistakes happen, changes happen. Problems become larger when it seems as though the hotel was trying to hide an issue from a guest, versus communicating challenges directly and early on. Communication lets the guest know that you are on their side> It may not resolve an issue, but it can save an issue from growing into a larger problem.

Brand loyalty is all in how a guest is made to feel at a property. If they feel welcomed, comfortable, and that the connection with managers and staff is genuine, they will return. Sending notes, personalizing the arrival experience, checking in throughout a stay, are all ways that we can make a guest feel catered to.