VIP Reservation Processing Standard Procedure for Hotels

Purpose of VIP Reservation Procedure: VIP reservations are processed accurately and
marked to ensure VIP guests are properly recognised by all hotel personnel. All special
requests and guest preferences are clearly marked and the room must be pre-blocked.
Only executive staff may give a guest VIP status.
VIP Reservations Booking Procedure:
 When a VIP reservation reaches the hotel ensure that the VIP authorisation is valid
(i.e. that a Hotel executive has approved VIP status).
 Ensure that accommodations are pre-blocked in the computer system by entering a
specific room number onto the reservation.
 While blocking the room for VVIP or VIP, please ensure to update guest preference:
the room on the highest floor, always allocate a king bed, always set up for turn
down service, always threat as Incognito, etc.
 Assign room according to preferred features or as requested by the guest. For
returning guests see guest history or guest profile.
 If the hotel PMS or Hotel Software has a feature to fix the room number to the
reservation then enable the fix room number function. This will ensure only staff who
are authorised to allocate the assigned room can do so.
 Ensure that all special requests or guest preferences are entered in the flag fields for
follow-up by the Guest Relations Manager.
 Ensure that the relevant VIP codes are entered into the reservation.
 Ensure to enter Traces for each department with the details of amenities or
actionable requests related to the VIP booking.
 Make VIP Amenities Requisition Form for VIP Amenities Set-up to the respective
department.
 All VIP amenity requests should be raised and approved by GM/RM at least two days
prior to arrival.
 Ensure that the VIP amenity request form is distributed to the respective
departments after approval. This has to be followed up promptly.
 Ensure that at the commencement of each shift, the Reservation Manager shall go
through the VIP reservation pickup report and ensure that all details are updated
correctly.
 Ensure that at the end of the shift, the daily VIP list is checked and a note is made of
any VIP bookings made during the shift.

Training Summary Questions for VIP Reservations:

Q1. Who is responsible for validating the VIP Authorization?
Q2. What details need to be checked when clocking the room for VIP guests?
Q3. How to ensure that the blocked rooms for VIP guests are not unallocated by other staff?
Q4. Is it required to get approval from the GM for VIP amenities?
Handling Check-in and Check-out for Guests with Disabilities
Special Treatment While Check-in or Check-out for Guests with Disabilities:
1. The reception or the front desk team should provide special assistance and care while check-in or
check-out is done for guests with special needs or guests with disabilities.
2. The specially designed room should be blocked for such guests and a note or trace to be put on the
reservation to not de-block the room for other guests.
3. The front desk staff should assist in filling out the registration form and passport, visa details, etc.
4. In some hotels, in-room check-in and check-out facilities are provided for such guests.
5. Ask for the method of wake-up, and pick-up of luggage, if help is required when the guest needs
to leave the room.
6. While check-in the receptionist calls the General Manager or Resident manager and hands over
the keys to the GM or RM, who will guide the guest to the room.
7. Depending on the guest, the General manager will show all the facilities in the room, including the
bathroom.
8. The General manager will emphasize to the guest that they can call reception anytime by using the
phone (dial 0) or by pulling the cord or pressing the switch in the bathroom.
9. During the stay of a disabled guest, all departments will do their utmost to make the stay as
comfortable as possible.
10. A proactive attitude is required while handling guests with disabilities.
11. In case a disabled guest is staying in the room, this will be mentioned in all department shift
briefings and also informed to the hotel security department.
12. In case of an alarm is raised from the disabled guest room then the adequate reaction of the staff
present should be ensured.
13. An in-room check-out option is provided for disabled guests, but the billing process is done like
any other check-out.
14. In case any assistance is required, the receptionist will provide this.
15. The front desk team should make sure that such guests are treated with the same respect as any
other guest.
Training Summary questions:
Q1. What is the purpose of this SOP?
Q2. What are the expected services provided by the front desk team for guests with disabilities?
Q3. Who should be informed which check-in/out of guests with disabilities?
Q4. How can guests with disabilities contact the front desk in case of an emergency?
Q5. Should the front desk provide in-room check-in and check-out facilities for guests with disabilities?
SOP Procedure for Medical Emergency
Handling Medical Emergency Standard procedure:
 The hotel emergency team members should consist of the Duty Manager, Security
Manager or Supervisor, Front Office Manager, Manager on Duty, and the General Manager.
 A health emergency is defined as any situation when a guest or staff’s well-being or threats
to his /her life e.g.: Cardiac Arrest, Respiratory Arrest, Unconscious Individual, or any
Conscious Person in Acute Distress.
 As the first point of contact, the Telephone operator / Guest service agent should check with
the guest about what problem he is facing.
 If the guest service team is the first who receive the call, inform the operator to contact
Security and rush to the scene.
 Take down the caller’s name, room number, or location of the scene, type of sickness or
injury, and inform the Front Office Manager or Duty manager immediately.
 If the guest requires hospitalization then an ambulance is to be called, or a hotel vehicle may
be offered depending upon the situation/condition of the guest.
 The hotel staff should Stay with the guest or injured person till the arrival of the Emergency
Unit.
 In case a guest requests to call a doctor (doctor on call) then the standard procedure should
be followed.
 In case of a serious medical emergency, the Manager on Duty should act as the leader of the
medical emergency team.
 The Security Manager must be immediately notified and should be present to assess the
situation.
 The First aid trained staff should attempt to stabilize the victim with the assistance of the
Security Team / Manager while the ambulance is being called.
 A wheelchair should be placed on standby if required, and the Security Supervisor /
Manager will arrange for an elevator to carry out the evacuation.
 As per the hotel policy, the ambulance will be directed to arrive either via the Employee
Entrance or to the hotel’s emergency exit.
 All medical emergencies must be logged onto the Hotel log, Security Log, and Front office
daily log.
The following information must be obtained once the guest is taken to
hospital:
1. Name of the hospital where the guest is admitted.
2. Ward number or room number and how to contact the guest in the hospital thereafter.
3. Identify the ‘In case of emergency’ number provided by the guest at the time of check-in from
the registration card or contact the local company representative (booker) in case the guest
is booked through a company.
4. Contact the above number and provide relevant information about the incident.
5. Payment methods while staying in the hospital must be obtained from either the booker or
guest.
In the event the guest death before the arrival of the Medical
Team:
1. Hotel Staff should wait for the arrival of the Medical Team.
2. Do not move the victim or anything at the scene.
3. Upon confirmation of death by the Medical Team, call the Police.
4. Restrict Staff and guest moments in this area.
5. The Security Manager should seal the room and wait for further instructions from the Police.
6. Provide the ‘In case of emergency’ number provided by the guest at check-in or the Booker
details to the Police.
Training Summary questions:
Q1. How to handle a medical emergency in the hotel?
Q2. What should the staff do in case of the death of the guest?
Q3. What information needs to be collected in case the guest is moved to a hospital?
Q4. Who should be part of the hotel emergency team?
Q5. What details need to be collected when attending an emergency call?

Procedure For Allocating Guest Rooms, Upgrade and Downgrade Rooms

1) Familiarize with the room type in the hotel
Memorize the different room categories, their differences, and their respective locations so that you can
optimize the situation.
2) Verify the room specifications on the reservation
During check-in, verify with the guest, the room category he has reserved.
(Higher floor, Room with a special view, Room away from the elevator, Twin/Double, smoking/Non-
smoking, etc.)
3) Room allocation
During check-in, ensure that the room allocated to the guest matches the room type reserved.
Look for the following:
 Room rate
 No of occupants
 The gender of the guest
 Source of reservation
 View
 Guest History
  VIP Status
4) Honour the guest’s request
 If the requested room type cannot be provided as they are not ready, or
 Some guests have not checked out yet, search for an alternative room that is as similar as possible
to the one reserved.
 Inform the guest about the time required to give him his requested room and check on his
convenience to shift the room.
5) Common requests
 Couples are to be allotted King-size beds, not twin beds.
 Nonsmoking rooms to be available every day for Special guest requests.
 Groups of 2 or more guests from the same company/TA are to be given the same category and
same floor for their convenience.
 Problematic room is to be given last and for the minimum possible LOS.
 For single ladies do not block an inter-connecting room, Also if your hotel has a separate ladies’
floor/rooms then block those.
 Smoking guests can be allotted a smoking floor but Smoking guests should never be allotted Non
smoking rooms.
 The upgrade should be only for short-stay guest, or guest who is paying rack rate or VIPs.
6) Consider other options
 Upgrade a guest if you have no other option available, do inform the guest that he is being
upgraded on the no availability of his desired room
 Any Room Upgrade has to be approved by the Front office manager / Duty Manager.
7) Handle the downgrade situation
 If the only available rooms represent a downgrading of the room reserved, explain the problem to
the guest and explain the differences between the two room types.
 If the guest accepts the change, let him know the earliest possible time that he could move to the
room type he reserved and ensure that his room rate is adjusted.
 The front office manager to speak to the guest for service recovery if necessary in this case.
8) Room allocation has to be done as per the status of the reservation i.e. confirmed/guaranteed bookings
are to be blocked first. Waitlisted / Tentative bookings can be blocked later.
9) Guest with disabilities may need rooms fitted to their special needs, special amenities, or services
required at the time of reservation. It is always advisable to superblock these rooms well in advance.
Training Summary questions:
Q1. What are the types of rooms available in the hotel?
Q2. What are all the details to verify with the guest at the time of check-in?
Q3. Why is it so important to ensure in the system that the room type requested is the one that is being
given?
Q4. How do you handle a situation where a room request cannot be honoured?
Q5. What are the common requests by the guests?
Tour Arrangement Procedure for Hotel Guests
Purpose of Tour Arrangement SOP: The Front Office / Travel Desk / Concierge team should know the
correct standard for handling guest’s request for a tour arrangement. All guest tour arrangement requests
should be handled with care and no wrong information given to the guest, as this creates a negative
impression for the guest.
All tour arrangement requests of the guests must be accurately processed, tracked and followed up in the
correct way in order to ensure guest satisfaction.
Tour Booking Procedure Standard Procedure:
1. Upon receiving the guest’s request for booking a tour:
Inform guests that there are 3 types of tours they can take: 1) Private tour 2) Guide service only 3)
Transportation only depending upon the services available. At the same time, explain what is the
difference between them.
Offer guests more options to provide “Do More” for the guest.
2. Information should be listed when taking a tour arrangement:
Avoid any mistakes while taking the guest’s details. Details should be accurately recorded onto the
logbook.
The following information must be taken down when the guest decides to take which kind of tour:
 Guest name  Total price
 Room number  Type of tour
 Tour date  Date reserved
 Departure time
3. Inform the guest about the tour outcome:
Make sure to provide the correct details about the tour, the sightseeing places, timings etc.
Ask the guest to sign a miscellaneous voucher for the tour payment, which will be charged to the room.
Make sure the guest is aware of the breakup of the charges and the method of payment.
4. Record the tour arrangement:
Inform the guest that the tour has been arranged by phone or leave a message, and remind the guest the
start time and the meeting point should be at the Concierge. All the different types of tours that are
reserved by the concierge must be recorded on the concierge shift logbook.
The concierge team member should always meet the guest’s request with courtesy.
On the day of the tour, the concierge should introduce the guest to the tour guide and the driver.

Training Summary Questions:

Q1. What is the purpose of this SOP?
Q2. Who is responsible for taking the tour arrangement request?
Q3. What are the details required while taking a tour booking request?
Q4. Why it is important to inform the guest about the tour booking request outcome?
Q5. How to record the tour arrangement details and why?