APPENDIX 5A PRE-ARRIVAL INTERVIEW QUESTIONS Javterviews are on average of 5-10 tninctes duration, asking only those questions that are appropriate for the guest. Where the guest has a butler, persottal assistant ar personal secretary, or even a less-busy spouse, it is best to obtain whatever information is possible from them first. 1. Good moming/afternoon/evening, Mr./Ms. My name is and | am one of the butlers at (or for a repeat visitor, “[Salutation], this is John the butler from (hotel).” 2. “If you have a few moments, I would like to assist you with the calendar and reservations for your upeoming visit” * Ifnot, “When may [call back, or is there someone else I should contact?” 3. Number and names of adults and children coming? 4. Confirm dates for stay “Do you have an anticipated arrival time?” 6. “How will you be arriving?” = Ifflying: “May Ihave your flight information?” * "Do-you require transportation from the airport?” (Arrange through Valet Department or if an extremely important guest, “you may wish to ricet thern yourself} + Ifdriving:"Do you require directions?” “7. “What facilities would you iike to use during your stay?" If unknown, go through the list: Golf Tennis Sailing Skiing Shooting Spa Equestrian Center (height and weight of any riders required) Fishing Hiking/ Biking Hang gliding Parasailing10, i. Restaurants "Ete. Ask for preferred schedule for these reservations and an alternative If not already known, ” Are there any specia! needs or requests we should be aware of, Mr./Mrs.__?* = Dietary * Medical = Room “In the butler wing, we offer a special program whereby regular guests can. bring photos and other personal items to decorate their suite as a home- away-from-home, and then leave them with us for safekeeping for reuse during subsequent visits. Some gentlemen like to bring cigars and keep them in our humidors. IF you have such items, please feel free to bring them.” Unless there is something else you would like to cover,“ Mr./ Mrs, I would like to thank you for your time. We look forward to.seeing you on the & of month,”ae APPENDIX 5B Guest INFORMATION SHEET Guest Name: Phone Numbers: Home Work Mailing Address: No. in Party; Adult Children Names: Date of Arrival: Approx Method of Aniival: Date of Departure: Special Needs: Reservations: Breakfast ee Brunch:‘Lunch: Dinner: Activities Notes: Date called: Caller: