STANDARD OPERATING PROCEDURE (05): VIP Handling
SOP DATE: 1 October 2012
EFFECTIVE DATE: 1 October 2012
REVISED DATE:
DEPARTMENTS IMPACTED: Guest Relations
APPLICABLE DIVISIONS SEMIRAMIS, TWENTYONE, PERISCOPE, KEFALARI SUITES
SOP AUTHOR: GENERAL MANAGER
SOP APPROVER: GENERAL MANAGER
5.1. RESERVATION
The procedure followed for a reservation for a VΙΡ guest is the same as for any guest. However special attention needs to be given to
the following points.
Check if the guest has stayed with the Hotel before
If this is the first visit, enter the VΙΡ category in the guest’s profile according to the VΙΡ categories.
If the guest has stayed before, check that the correct VΙΡ category is entered in the guest’s profile.
Check any special comments or preferences that may be included in his profile and act accordingly, placing relevant
traces if necessary.
Place a flag to call “G.M., “G.R.O.” or “Sales” according to the VΙΡ status.
Α copy of any reservation for guests that are included in all the VIP categories and VH should be given to the GRO.
It is of high importance to obtain arrival time of guests, whenever possible.
In case there are amendments in reservations concerning VIP's that have pre assigned rooms, the GRO should
be informed.
5.2. ROOM ASSIGNMENT
The GRO in coordination with the Front Office/Reservations should assign rooms to the guests as follows:
Rooms should be assigned soon after the reservation is made, even if changes are made until the day of arrival
of the guest.
If the guests have particular room preferences the rooms should be assigned as soon as possible. In cases there
are no particular preferences rooms should be assigned at least 1 day prior to arrival.
The GRO ensures that effectively all reservations have rooms assigned the day before arrival
Α file per day should be kept with all pre-assigned VΙΡ reservations.
The VΙΡ arrival list is distributed daily the afternoon prior to arrival, ideally with all the rooms pre-assigned. Iη
case, however, there are any room changes during the day the GRO has to notify room service aηd housekeeping
accordingly.
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5.3. PREPARING THE ROOM
It is essential that the room is prepared according to the highest quality standards and that all amenities are
placed when possible before the guest's arrival.
Housekeeping prepares the rooms giving priority to assigned rooms of VΙΡ guests. If the arrival time is known
then this information is used in order to prioritize the preparation of the rooms.
The GRO should follow up with housekeeping to ensure that the VΙΡ rooms are prepared in time.
The room has to be thoroughly inspected by a floor supervisor and any maintenance works have to be urgently
communicated to engineering.
When the room is ready and clean Housekeeping notifies the GRO.
The GRO informs room service to place the relevant amenities in the room.
The GRO or Sales (?) is the one who will inspect the room last and ensure that all is in order (including
amenities).
Placing the Amenities…
Amenities should be placed ideally before the guests' arrival, when arrival time is known, with special attention to
early arrivals.
Effectively, aΙΙ amenities, except food items that should be freshly eaten, should be placed in the room by 14:00
(check in time).
Last on the priority list are the reservations for VΙΡ 2 (they have been in the hotel before, they know the
standards).
ΑΙΙ other items, should be placed in the room by 16:00, unless arrival time is known, in which case they are
placed prior to the immediate arrival of the guest.
In case of a VΙΡ arrival, where the amenities have not been placed, Room Service is notified immediately by the
GRO or Front Office, in order to place the amenities just after the arrival.
Ice buckets should be replenished where necessary in the evening around 18:00 –19:00.
When amenities for the In-house VΙΡ guests should be replenished, that has to be on a daily basis. This task is
usually carried out in the afternoon.
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5.4. VΙΡ ARRIVAL
The VΙΡ guest should feel that he is expected! He should be greeted and welcomed with special attention. According to the VΙΡ status,
guests should be greeted and escorted as follows:
VIP 1: GRO or Sales
VIP 2: GRO or Sales In certain cases, especially with repeat guests that have a considerable number of stays it is advisable for the Hotel
Manager or Hotel Owner to make their acquaintance.
VIP 3: GRO for Executive Rooms & Suites. Sales or Hotel Manager, in cases of company owners, VP’s & CEO’s.
VIP 4: GRO for newlyweds. For Celebrities, the Owner or Hotel Manager and in case they are not available, senior Hotel management
along with the GRO.
When arrival time is known, the person to escort should be alert in order to be present at the Front Desk as soon as the
guest arrives, especially for ΥΙΡ 3 and VIP 4.
Iη case the person(s) to escort is (are) not present at the Front Desk, the Front Desk should notify them immediately, as
noted by the flag.
VΙΡ arrival and check-in must cause absolute minimum delay and hold-up for the guest.
The guest should be pre-registered and his room key prepared for him/her.
Repeat guest should always be welcomed back.
For VΙΡ 4, registration is performed in the room once the guest is escorted and not at the Front Desk.
In case room is not ready…
In case the room is not prepared upon guest arrival, there are different alterative depending on the time of arrival and how long it will take
for the room to be prepared.
If the guest has plans to go out, offer to keep the luggage and ensure that everything will be in place as soon as he
returns.
Offer a drink or even a snack while the guest is waiting for his room to be prepared.
Offer an alternate room for the guest to rest and proceed with a room move as soon as the original room is prepared or at
the guest's convenience.
5.5. ESCORTING TO THE ROOM
ΑΙΙ guests ideally should be escorted to their room. The person that escorts them may differ according to the VΙΡ status of the guest.
Whoever is escorting the guests should make appropriate efforts to initiate conversation (flight, first visit, history of the
Hotel and local attractions).
Communicate in the native language of the guest if possible.
Demonstrate use of key (insertion process of the key), open the door, and then present the room key points.
In room facilities shall be explained (i.e. fax, telephone, blinds, fire safety, safe-deposit box, lighting, and air
conditioning/heating system).
ΑΙΙ major outlets and facilities shall be explained (i.e. SPA, restaurant, etc.)
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Further assistance shall be offered (i.e. dry cleaning, pressing, etc.)
Offer coffee-tea or refreshment if VΙΡ status requests it.
Thank the guest for choosing the hotel and wish him/her a pleasant and enjoyable stay. Of course let him/her know that
you are always at his/her disposal
5.6. VIP DEPARTURE
Α VΙΡ departure follows the same procedures as any other departure.
The day prior to departure the GRO contacts the VΙΡ guests to confirm their departure date and time and assist them with
any transfer arrangements they may need.
The GRO should be notified when a VΙΡ is departing in order to be present.
She inquires on the guest's stay and notes any comments or preferences in order to input the information, once the guest
has departed, in the system
Organizes any last minute requirements, delivery of luggage, taxi etc.
Asks if the guest needs any future reservation (applicable for repeat guests) and sees to it.
Bids the guest farewell and thanks him for staying with the Hotel.
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