VIP Guest Management In Hospitality: What To Anticipate

Every guest should be treated like a VIP guest. On the other hand, some guests demand special or discreet treatment.

Whether it’s a famous politician or celebrity, you should have a protocol in place in your hotel on how to treat them.

We’ve gathered information in this blog on what you can anticipate with these guests. You can also find some tips on creating personalized experiences for them.

Let’s dive into the world of glitz and glamour!

Who Are They: Defining The VIP Guest

A very important person(VIP) gets exclusive treatment or special privileges. This can be a high-end executive, a celebrity, or a loyal customer!

These guests are guaranteed luxury, comfort, and special treatment.

This can mean access to private areas, exclusive gifts, and highly personalized services…

Don’t be intimidated by all of this! Some attention to detail can go a long way for these types of customers. Let’s categorize them further and look into the details of managing VIP guests.

Categorizing The VIP Guests In The Hotel Industry

Most GMs of hotel chains have at least once come across these types of guests. What they would know from experience would shock you. Not every VIP is so important, despite what the name would suggest.

They all bring a significant financial investment to the hotel or have a long history with the brand.

Well, we can mainly group them into:

Level 3 VIP customers: travel agents, honeymooners, journalists, event organizers
Level 2 VIP customers: board members, owners, business partners, heads of state or countries
Level 1 VIP customers: world leaders, wealthy businessmen, actors, or high-profile sportsmen

Our main concern here is finding a good VIP guest management solution so we can elevate guest satisfaction. Let’s go over some tips on how to improve guest experience.

How Do You Handle VIP Guests? 5 Steps To Improve Guest Experience

We can easily define the minimum steps you need to take to provide a great guest experience.

Regardless of the level of their importance, these steps are what should be on your mind before checking in your guests.

1. Save The Best For The Guest

These divas expect the best rooms. Have your best rooms blocked off just for them.

These could be king apartments or rooms with a special feature like a jacuzzi or the best view.

A well-known extent of goodwill is leaving personalized guest messages in the room. This could be a high-end greeting card left on the nightstand or pillow signed by the GM.

2. How To Check In VIP Guests?

Hotels must prepare to create special greetings for their important guests. A good tip to keep in mind is to have a senior official lead this reception.

3. Offer Guests VIP Amenities In Their Room

Complementary bottles of champagne, fruit bowls, or anything that can make their stay as exclusive as possible. Give guests small treats that can elevate their stay.

4. No VIP Walks Alone

Every exclusive customer expects to be walked up to their room. Escorting them is not only an extent of grace but also a way to provide an extra coat of security.

5. Facilities Don’t Speak For Themselves

While on the topic of walking the client to their room, consider this as well.

You can organize a tour of the hotel or some of the hotel’s most exclusive amenities. Show them how to get to the spa or the special launch. This will be greatly appreciated.

What strategies do you use to anticipate the needs of VIP guests before they even ask?

Technology is always the answer. Did you know that up to 66% of executives are improving their customer service by investing in technology?

There are a few key moves you can pull by wisely choosing technology.

1. Smooth Check-in

No VIP is waiting around for you to check them in. Allow them to check in online before their stay or choose a powerful PMS that will make check-in super fast.

We of course recommend OTA Sync’s Property Management System. With lightning-speed check-in and no room for human-made mistakes, your guests will surely be satisfied.

How to handle VIP guests and what to anticipate. How to check-in VIP guests with best hotel technology

If you want to learn more about choosing the right PMS, we have the blog for you.

2. Make Sure All Amenities Are Just A Click Away

Go the extra mile and ensure your guest can have all the comfort they need in their room. Choose a software that offers a guest app.

This app will allow your VIP to order any amenity or room service with just a click on their phone.

We recommend OTA Sync’s Guest App, as it creates a smooth blend between seamlessness and speed.

3. Prepare Staff For Exceptional Service

Your staff will be the face of your brand in the eyes of these guests. They will have the most interactions with the hotel crew.

Make sure they know all protocols for handling emergency or stressful situations. Emphasize the importance of grace and well-mannered gestures. Smiling and greeting every guest with respect won’t go unnoticed.

4. Guest Loyalty Goes Both Ways

Staying loyal to your guests means they stay loyal to you. Is your VIP a return customer?

Make sure to know their preferences and other important information. This could be food allergies or preferences.

And speaking of food…

5. Mix Dining With Local Attractions

The real luxury is always authentic. Famous French and Italian menus aside, your guest needs to try your local dishes!

Source your ingredients locally and find ways to incorporate local dishes into the cuisine.

How To Prepare For VIP Guest Expectations?

This customer is just like any other. They will have surprise requests that will leave you stranded.

What are some details you absolutely can’t miss when welcoming them into your hotel?

Data Security Is Non-negotiable

Excellent service means nothing if your guests feel unsafe. Over 98% of data breaches in hotels meant stolen credit card information.

How to handle VIP guests and prepare for their expectations. how to increase data security in your hotel with hotel technology

Having a trusted hotel management system is crucial here, as well as making sure your staff is trained not to fall prey to phishing schemes.

Through Room Inspection Is Mandatory

Cleanliness and hygiene are very important. Sanitary reasons could include security issues, so it’s important to inspect their room before their arrival.

If they request a room clean during their stay, make sure housekeeping is organized well. Your staff must know how to work quickly and discretely.

24/7 Support For A Memorable Experience

Having staff and technology at hand, you can create a net of around-the-clock support. This means constant access to someone who can help them or make their stay more elevated.

Answering questions and quick problem-solving will get you on top of their favorite brands list.

How Can OTA Sync Help?

OTA Sync is an all-in-one cloud-based software solution for managing hotels and apartments. Because of cloud-based technology, costs are drastically reduced, daily tasks are automated, and the overall efficiency and revenues of the property are increased.

OTA Sync software is suitable for medium and small hotels, boutique hotels, hostels, guesthouses, and apartments. The company has over 2.000 satisfied users in 17 countries around the world.

There are four complete solutions for managing hotels and apartments:

For a free trial, click here.

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