VIP ROOM

To ensure guests who have been given or are entitled to a VIP (Very Important Person) status when they are staying at the hotel receive all amenities and entitlements for the VIP status level that they have.  It is essential to ensure that their guestroom or suite has been prepared to the highest standard and that all guest amenities are ready and in place prior to the guests arrival.

STEPS	HOW/ STANDARDS	QUESTIONS
Information	.Before 8:00am every morning, the FO will inform HSKP’s office that which room is today’s VIP room, at same time order taker will inform SUP, AH and EH. The room number, guest name etc.	1. What information you can get?
Prepare amenities	·Check with florist and kitchen, if we have fresh flower and fruit, if we don’t have prepare them in advance. And prepare the welcome letter and concern amenities as well	1. What shall we prepareinadvance?
Room cleaning	·Floor supervisor will inform    RA to clean the room immediately. And set up the VIP room amenities according to our standard. After that RA will prepare welcome tea as well.	Any specially set up in   the room?
Room inspection	Check the room very carefully and inform AH & EH come to do the further inspection
Find defect	·If the room has major defect, the engineer can’t fix it on time, so inform FO to change the room immediately.	1. What will we do if we find defect?
Final inspection	·Check if the room has set up the Welcome letter, room amenities, fruit or the other especially item. If not, inform concern department head to put it ASAP.	1. Who will be informed if the amenities didn’t set it up?
VIP amenities set up	·Fresh flower  ·Fruit basket  ·Bathroom amenities	What VIP amenities should put in the room?
Room cleaning standard	·Check all equipment is in good work condition Any specially cleaning in the room? ·Chose all linen, towel make sure free of stain, wrinkle, thread, unpleasant smell ·Make bed tightly, nice ,free of hair · Polish furniture, brass and stainless ·Clean mirror and window glass，Clean Air-con’s grill, vent and exhaust fan ·Clean & check upholstery ·Clean & check bathroom and room floor’s gap ·Clean & check bathroom wall’s gap ·Clean & check curtain ·Check & change printing & stationary, all amenities
Final inspection	·Check the room very carefully and make sure all VIP amenities are set up in the room according to standard and room should has very good smell as well.	1. What did you do for the finial check?
Check the corridor & lift area PA area’s cleaning	·Make sure the corridor & lift area’s floor, celling. Wall, Decoration is dust free. And has the good smell as well. ·PA should pay attention of lobby, entrance, lift, washing room’s cleaning	1. What will you check for corridor?
Service standard	·Service staff must greet guest’s name with smile ·Room cleaning always take priority ·Maintain fresh appearance of flower ·Remind F&B replenish fruit if necessary ·Provide best laundry service ·First time to satisfy guest’s any requirement, if you can’t, inform your manager at once	1. Who will be informed if the guest’s require cannotsatisfy?