VIP Status Codes

The goal of our VIP Guest Amenities Program is to provide exceptional service and create memorable experiences for our valued guests. We aim to make them feel special and appreciated, fostering loyalty and encouraging repeat visits.

VIP Status and Amenities

The following table outlines the different VIP statuses and associated amenities:

GUEST STATUS	DESCRIPTION
VIP1	Very Important Guest
VIP2	Anniversary Card and House Wine
VIP3	Birthday Card and Birthday Plate
VIP4	Complaint Guest
VIP5	GC Rewards Member
VIP6	Return Guest
VIP7	Regular Guest (3+ stays)
VIP8	RACK Rate Guest
VIP9	Group Guest
VIP10	Corporate Guest
VIP11	Leisure Guest
VIP12	Wholesale Guest - Conference Rates
PRE	Pre-register
NOSHOW	Guest did not turn up
BTP	Business Travel Partner
BLACK	Blacklisted Guest

Standard VIP Amenities

All guests with VIP status (excluding No Show, BTP, and BLACKLIST) receive:

• Card
• Sparkling and Still Water
• Dressing Gown
• Slippers

Additionally, return guests from their 5th stay onwards will also receive chocolates.

Upgrading VIP Status

If a guest stays frequently, the Front Office should reassess their VIP status. For instance, if a guest reaches 100 stays, the Front Office and Reservations Manager may upgrade their status from VIP 6 to VIP 1.

Return Guest Procedures

• Upon arrival, present returning guests with a signed letter from Michelle, inquiring about their preferences to enhance their stay.
• Update the guest's profile in iHMS to reflect their preferences.
• For guests declining GC Rewards membership, add "DECLINED" to their folio:
• Right-click the guest's name and select "Edit."
• Go to the "Personal/Preference" tab.
• Right-click in the blue "Loyalty Card" box and add "DECLINED."
• Add a note under the "Special Instruction" tab to indicate whether the guest was offered or declined GC Rewards.

• For guests accepting GC Rewards membership, follow the same process but add their generated GC number.
• Scan and save the signed letter in the M Drive under the guest's name for future reference.

GC Rewards

• Guests staying for 2 nights should be invited to join the GC Rewards program. The PM Duty Manager updates the GC spreadsheet each shift while handling VIP arrivals. The Night GSA handwrites GC invitation cards (existing SOP applies).
• Return guests receive amenities every 5 stays based on their preferences from the survey letter. On other stays, provide a welcome back card and Haigh's chocolates.

Room Upgrades & Inspections

All guests with VIP status are eligible for room upgrades when available. Housekeeping, Maintenance, and Front Office should inspect the room before arrival.