CHECK-IN FOR VIP

OBJECTIVE:

To ensure fast and efficiency check-in process for VIPs with elegant and professional manner / attitude.

POLICY:

Aware of VIPs details

Inspect the room prior to guest’s arrival

PROCEDURE:

When receiving the booking, reservations should mark very clearly what status of VIP of the guest base on our standard

The Front Office team members have to know well about the benefits of each status and follow them in to the daily activities

When assign the room for VIP, GSA has to choose the best room which is available at the moment for his status. Some cases, if necessary, the reservations should block the room for him right after received the booking.

The assigned room should be noticed to Executive Housekeeper for checking the room, ensure it’s really alright for this VIP

The Welcome Letter should be typed separately with guest name and GM signature

All the benefits for this room should be ordered and set up accordingly to the concerned departments by GSA before guests’ arrival

Guest Relations Officer, and Front Office Manager/Assistant FOM/Duty Manager (in necessary case) should check the check-in envelope and the room carefully before guests’ arrival, make sure everything is well arranged and proper prepared

The Concierge/Guest Relation also should be noticed about this as he needs to assign a good driver to pick-up guest if he has transportation ordered

AFOM, Duty Mgr, Guest Relations Officer, and FOM (in necessary case) have to welcome the guest right at the entrance, apply the Express check-in in necessary case and accompany him to the room as established procedures

Express Check-in

Guest be welcomed at the entrance and accompanied straight to the room by GRO and FOM/AFOM/Duty Mgr.

Welcome drink to be served at the guest room

GRO should borrow guest passport and credit card, bring back to the reception for copying and return to guest right after that, guest doesn’t need to wait for check-in at the lobby

During the guest stay, the GRO and FOM/AFOM/Duty Mgr should take care of the VIP very well. General Manager should welcome guest or say hello to him during his stay in necessary case

Before the check-out date of the VIP, all the bills should be prepared and checked, ensure that no mistake with the charges

An express check-out should be applied in some cases

FOM/AFOM/Duty Mgr should see off guests at Lobby.

Express check-out:

GRO would call to the guest room at 8:00 pm the night before guest departure date to confirm the check-out time and survey for any other arrangement if has. Then she should ask him permission to send all the charges to his room for him to check. This helps guest not be taken time at the reception counter during checking out

The GSA will prepare the guest bill by 9:00 pm

The GRO would send the bill and charges to guest room

Do the charge if guest wants to pay right away

Check again the guest balance before guest goes down for departure if any arising bills from previous night, then inform the guest and do quick charge when he’s checking out. Otherwise, guest doesn’t need to pass to reception counter on his departure if he already settled the balance the night before

GRO or FOM/AFOM/Duty Mgr after that should send an email to guest, thank you for his coming and survey about the trip home as well as express the honor to be served him in the future

The VIP history should be recorded properly to the system, such as his hobbies (watching what TV programs, favor of foods/ drinks, room category, newspaper …) for the next visit