VIP PROCEDURES

VISION: To establish a procedure for the uniform & proper handling of all VIP reservations

SCOPE:

A VIP program must be limited and carefully controlled to be effective. A VIP is so designated by the General Manager, Rooms Director/Director of Operations, or Director of Sales. Because all VIP's are pre-registered, the person approving the VIP status also assumes responsibility for the individual's credit status.

PROCEDURE:

Reservations for VIP's will be made on the VIP/Comp authorization form. The level of VIP service must be established:

1. Meeting planner.

2. Guests returning after previous problems w/hotel services.

3. Corporate members of hotel Executive Committee members.

4. Corporate /Franchise Corporate Regional Vice Presidents and Regional Franchise Teams.

5. Corporate /Franchise CEO, President, Family or Friends.

6. Ownership.

7. Establishing the level of VIP, the appropriate code should be used in the reservation request and entered on the reservation in the reservation's system.

8. VIP reservations should be transmitted to the Reservations Department with as much lead time as possible. The Reservations agent should block an appropriate room at the time, and notify housekeeping. The Front Office will notify Housekeeping of VIP arrivals and the blocked room as early in the morning as possible.

9. Housekeeping will put a priority on VIP arrivals and return those rooms to the Front Office as soon as possible.

10. Housekeeping will put a priority on VIP arrivals and return those rooms to the Front Office as soon as possible.

11. After receiving the VC from Housekeeping, the Front Office will notify Room Service of the room number.

12. The Front Office will immediately notify Room Service when the guest arrives and Room Service will deliver the gift.

13. Each VIP guest will receive an upgraded turndown. The turndown amenity will be rotated daily and made according to the season and availability of products.

14. The originator of a VIP request should completely fill out the three-part form, and distribute one copy to Room Service & one copy to the Front Desk. The originator should retain the remaining copy.

15. Both the Room Service & Front Desk departments should have adequate files to insure prompt and consistent delivery of amenities.

16. It is the responsibility of the accounting department to daily audit the VIP services form against the amenity list and gratuity charges, credit the food and beverage cost accordingly and debit the appropriate departments requesting the amenities.

    
    

RESPONSIBILITY

1. Person making VIP reservations: if other than those noted, step one, obtain approval for VIP status. Fill out form completely and legibly. The individual making the reservation is responsible for following up with the Front Office Manager if there is a change in the indicated arrival time.

2. Front Office Manager - It is the Front Office Manager's responsibility to insure that the reservation is correctly processed according to the information outlined on the VIP reservation.

3. VIP rooms are to be first blocked on the day of arrival and pre-registered.

4. The Reservations Department will produce a daily VIP list to include stayover and arriving VIPs.

5. This list will be distributed at the same time and to the same people who receive the 3 day house forecast.

6. If is the Front Office Manager's responsibility to follow up with the person making the reservation if for any reason the requested accommodations are not provided. Because VIPs are pre-registered as opposed to pre-blocked, they will not be walked.

7. The Front Office will notify Housekeeping of the rooms assigned to VIPs and will note the time on the Front Office checklist. After receiving the OK from Housekeeping, the Front Office will note the time and pre-register the VIP guests.

8. Once the guest is pre-registered, the Front Office will advise Room Service of the Room number, noting the time Room Service was called on the Front Office checklist.