Last updated on Jul 10, 2024

How do you guide new staff on handling special requests from VIP clients in the hospitality industry?

When handling VIP clients in the hospitality industry, it's essential to ensure that new staff are well-equipped to manage special requests with grace and efficiency. VIP clients often have unique needs and high expectations, and catering to these can set your establishment apart from the competition. Training new staff to handle such requests is not just about following a protocol; it's about instilling a mindset of exceptional service and attention to detail.

1 Understand VIPs

Understanding who VIP clients are and what they expect is the foundation of excellent service. Explain to your new staff that these individuals are often high-profile or high-spending guests who are accustomed to a certain level of personalization and discretion. It's crucial for staff to recognize the importance of VIPs to your business and to treat their requests with the utmost priority and professionalism. This means being attentive, responsive, and proactive in fulfilling their needs, while also maintaining their privacy and comfort.

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Roberto Rodrigues

Guest Experience Manager
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Vips Es una realidad que cuando de un vip se trata no se escatima , usualmente los huéspedes vips son los más exigentes ya que conocen el servicio de casa y estan acostumbrados a una consistencia en el servicio, gastronomía e instalaciones en general. Es muy importante conocer la peculiaridad por la que cada vip es en efecto un vip , su vino favorito , su restaurante favorito etc.

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2 Anticipate Needs

Anticipating the needs of VIP clients can significantly enhance their experience. Train your staff to think one step ahead, considering what a VIP might require before they even ask for it. This proactive approach demonstrates a high level of service and can lead to increased guest satisfaction. Encourage your staff to familiarize themselves with the preferences of repeat VIP guests and to take note of any specific requests made during their stay, as this personal touch can make all the difference.

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Roberto Rodrigues

Guest Experience Manager
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Anticiparse : Uno debe saber cuando es el mejor y más conveniente momento para anticipar una necesidad. Si no nos preparamos adecuadamente una acción de anticipación puede resultar en un disgusto. Si sabemos que a nuestro huésped le gustan las margaritas el mejor momento sería al check in , aprovechando la interacción y una cálida bienvenida estaríamos creando el famoso momento wow desde su llegada

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3 Personalized Service

Personalized service is key when dealing with VIP clients. Encourage your staff to learn guests' names, preferences, and any other relevant details that can help tailor their experience. This level of personal attention makes VIPs feel valued and can foster loyalty to your brand. Training should emphasize the importance of personalization in every interaction, from the moment VIP clients arrive until they depart, ensuring that their stay is memorable for all the right reasons.

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Roberto Rodrigues

Guest Experience Manager
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Servicio personalizado Siempre una buena carta de bienvenida preferiblemente escrita a mano da una increíble impresión a nuestro huésped , siempre personalizándola con las preferencias del mismo. Es de suma importancia hacer sentir al huésped único en cada interacción y que ese mismo servicio lo haga querer regresar sin siquiera haberse ido.

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4 Effective Communication

Effective communication is vital in handling special requests from VIP clients. Ensure that your new staff are trained in clear and professional communication skills, both verbal and written. They should be able to understand and relay information accurately, respond promptly to inquiries, and maintain open lines of communication with other team members. This ensures that any special requests are executed flawlessly and that VIP clients feel heard and respected throughout their stay.

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5 Problem-Solving Skills

Equipping new staff with strong problem-solving skills is crucial when unexpected requests or issues arise. Empower them to think creatively and offer solutions that go beyond the standard protocol. They should feel confident in making decisions that will enhance the VIP's experience while also aligning with the establishment's policies. Encourage staff to collaborate with colleagues and supervisors when necessary, as teamwork often leads to the best outcomes for complex situations.

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6 Ongoing Training

Ongoing training is essential for maintaining high standards when handling VIP clients. Regularly update your staff on new services, amenities, or policies that could affect how they manage special requests. Provide opportunities for role-playing and scenario-based training to help them practice and refine their skills. This continuous learning environment will keep your team sharp, adaptable, and ready to exceed the expectations of even the most discerning VIP guests.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How do you guide new staff on handling special requests from VIP clients in the hospitality industry?

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1 Understand VIPs

2 Anticipate Needs

3 Personalized Service

4 Effective Communication

5 Problem-Solving Skills

6 Ongoing Training

7 Here’s what else to consider

Hospitality

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