Standard Operating Procedure

Handling VIP Arrival

Pre-Arrival Procedure
1. Lock room, after checking from housekeeping that the room is fit to be
allotted to a VIP; keeping in mind guest’s choice of room, if any.
2. Ensure that the original and duplicate key if the room is available.
3. Send amenities voucher that may include complimentary fruits, flowers,
cookies, soft-drinks, printed stationary of the guest, etc. to the concerned
departments at least one day before the arrival of VIP.
4. On the day of arrival, ensure that all complementary items are placed in the
room before the guest arrives.
5. Check for any email, message or packets already received, and keep them
handy.
6. Inform the bell captain the name of the guest, the allotted room number and
the expected time of arrival.
7. Pre-register the guest.
8. Prepare he welcome card.

On-Arrival Procedure
1. Welcome the guest.
2. Present the pre-registered GRC for the guest’s signature and obtain missing
details, if any.
3. Hand over the welcome card to the guest, requesting him to sign it, and also
hand over any mail or message if already received for him.
4. Announce the room number and location of the room.
5. Introduce the guest to the lobby manager/GRE, and hand over the room key
to the person escorting the guest to the room.
6. Wish the guest a pleasant stay.

Post-Arrival Procedure
1. Check with bell captain that the guest’s luggage has been to the room.
2. Inform housekeeping, telephones and room service immediately over phone
about the arrival of the VIP guest. Other procedures are same as that for FIT
arrival.