Dealing with a VIP guest's high expectations. Can you exceed them without breaking hotel policy?
Meeting the demands of VIP guests while staying within hotel guidelines can be challenging but rewarding. To achieve this balance, consider these strategies:
What methods have worked for you when dealing with VIP guests?
Dealing with a VIP guest's high expectations. Can you exceed them without breaking hotel policy?
Meeting the demands of VIP guests while staying within hotel guidelines can be challenging but rewarding. To achieve this balance, consider these strategies:
What methods have worked for you when dealing with VIP guests?
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Dealing with VIP guests or any guests is very important. We need to understand their requirements through their history or their behaviour as per their region. Comfort ac temperature,hot water the temperature as well as all the gadgets working properly with good aesthetics . We need think out of the box to meet guests requirements. Their experience from arrival to departure should be excellent
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A guest may be important because he / she could be a HNI or a celebrity or unique in some other way. It's important to understand their likes or dislikes & curate their stay in that order. Most guests love to be pampered, with the team available at their call. However some prefer to be discreet & some even incognito. A cookie cutter approach won't help in exceeding expectations.
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Dealing with VIP guests in a hotel requires a delicate balance between providing exceptional service and maintaining the hotel's policies. Here are some points one should keep in mind,which will help you navigate this situation. 1. Know your hotel's policies 2. Communicate with the VIP guest 3. Offer alternatives 4. Document everything 5. Involve management 6. Maintain confidentiality 7. Provide exceptional service By following these points, you can effectively deal with VIP guests while maintaining your hotel's policies and procedures.
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Guests are not demanding, I noticed at many places, people saying? Staying away from home particularly for a Corporate traveler or a business traveler is seriously demanding.. The meetings, targets, cut throat competition doesn't help too. So what can a hotelier do, is the question?? It's not what you are offering, it's how you are offering matters!! It comes from genuine body language not artificial or plastic, believe me guest understands!! Talking personalized services & providing personalized services are two different things.. What is needed 1. Good listening skills 2. A very positive & genuine approach in order to assist your guests 3. Knowing your guests needs 4. Show that you care 5.Put yourself in guest shoes 6. Empathy
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The answer to a VIP's request can usually always be answered "YES!" unless it breaks hotel policy egregiously or breaks a law. Providing prompt, responsive and over the top guest service should be the primary goal of any hotelier. When possible and the guest, or contact handling their request is reasonable, letting them know how far you are going to facilitate their requests will pay dividends later through "Very Important Person" word of mouth.
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As per my opinion every individual hotel is very well known and experienced to handle the VIP or high demand guest and when it comes to India we often faced it. The focus is on personalized service, proactive communication, and offering creative solutions within policy limits. Staff are empowered to manage expectations, and managers step in when exceptions or escalations are needed. The goal is to exceed expectations while protecting the hotel’s integrity and reputation.
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When dealing with a VIP guest's high expectations, it's essential to provide exceptional service within the framework of hotel policies. Staff can exceed these expectations by offering personalized attention, anticipating needs, and delivering prompt service. Creative solutions that align with hotel standards can also enhance the guest experience. Ultimately, exceeding expectations without breaking policy requires a balance of innovation, discretion, and impeccable service.
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It depends on the request and the level of eccentricity: whether it will incur an additional cost, who will cover it, how it will be paid, and, of course, if it complies with hotel policies and local regulations. Most importantly, it must ensure that no one is harmed.
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Exceeding VIP guests' expectations while adhering to hotel policies requires creativity and precision. Start by personalizing their experience based on preferences or past stays. Empower your team with training to handle special requests efficiently within policy limits. When specific requests can’t be met, communicate transparently and offer creative alternatives, such as leveraging partnerships or enhancing standard services. Anticipating needs and acting swiftly ensure a seamless experience. For requests outside hotel offerings, resourcefully guide guests to trusted external options. These strategies build satisfaction while maintaining compliance.
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One thing all VIP's have in common is anticipating their needs. For celebrities, it looks very different than if it's the hotels reward program VIP - both parties want a very different experience typically. Having staff that are competent to understand their boundaries is crucial. Disney and The Breakers both had programs that allowed staff to make on the fly decisions like comping a drink or upgrading an experience for when the staff member felt there was an opportunity. Regardless of the hotel, anticipating guests needs is one of the biggest lessons I teach my new team members.
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