VIP Procedures

While ALL of our guests are VIPs - there are extra steps and procedures needed when sales or management identifies a guest as a VIP

Communicating a VIP

1. An email advising of the VIP should be sent out to the market including:

• Reservation & suite number
• Any special requests or requirements 
• Why the guest is a VIP 

1. Note in RMS in the VIP field (under the Guest profile) that it is a VIP and include guest notes as to WHY they are a VIP
2. Lock the apartment in RMS so the guest is not accidentally moved without consultation 

Operations Procedures

1. If the arrival is sometime away (and we will probably forget) - add a calendar event
2. Triple check communications to ensure we are providing accurate information
3. Verify in the maintenance document that any outstanding maintenance is either completed or communicated to the sales manager (including building issues)
4. Prepare and schedule delivery of any amenities or items requested (CS gifts, grocery deliveries, special requests)
5. Schedule and complete a full room inspection, including the TV and connecting to WiFi (not a self-inspection by the housekeeper)
6. Test the arrival experience prior to setting up the check-in including:

• Building codes and buzzers
• Electronic door locks
• Keys