This document outlines procedures for greeting and servicing different levels of VIPs at a hotel. VIP 1s receive the highest level of service and amenities, including a welcome letter, call, upgraded room, and daily inspections. VIP 2s also receive upgraded amenities and inspections. VIP 3s have their reservations verified and rooms inspected. VIP 8s require special attention due to past issues and staff are notified to address any previous complaints.

1. VIP PRESENTATION
FRONT DESK AND HOUSEKEEPING

2. Courtesy Card Holders & VIP1
Guests
Contents: Regency Club
letter, spa letter, welcome
letter, map and amenity card
A Front Desk manager or the
Assistant Director of Rooms will
escort the guest to their room
when possible. If not, a
housekeeping manager will try
to greet them at the room.

3. Who are VIP 1’s?
VIP 1’s are the highest level of VIP we have at the hotel
They might be:
• Courtesy Card Holders
• Very Important Site Inspections (reserved for special Sites)
• Visiting Dignitaries
• Designated Meeting Planners (in special situations)
• Designated Site Inspections (in special situations)
• Hyatt Corporation Senior Staff (in special situations)

4. Who are VIP 2’s?
VIP 2’s are the second highest level of VIP we have at the hotel
They might be:
• Top convention officers and convention coordinators
• Meeting planners
• Site Inspections
• CEO’s and CFO’s
• Journalists
• *Someone in the group that the meeting planner feels deserves
this designation

5. Who are VIP 3’s?
VIP 3’s are the third highest level of VIP we have at the hotel
They might be:
• Convention VIP’s
• Goldpassport Diamond Members
• Goldpassport Platinum Memebers
• Goldpassport Redemptions (GPRE)
• Employees from other hotels

6. Who are VIP 8’s?
VIP 8’s are guests that require special attention based on prior stays.
They might be:
• Guests who have problems with a previous stay or with their
current stay
• Guest who was relocated the previous evening and is returning
to the hotel
• Guests who traditionally have had high expectations during their
stay and will more than likely require special attention to detail

7. Courtesy Card Holder/VIP 1
• Amenities and Services Included:
• GM Welcome note will accompany amenity
• Welcome call on behalf the Executive Office
• Upgraded key packet and welcome presentation
• Escort to room or greeted coming off the elevator
• Upgraded towels and robe (brown) and also amenities in bathroom such as
tissue box cover, soap dispenser, mirror, tooth-brush holder, trash can, and cup
(1728 has upgraded white/gray towels and amenities to go with the decor)
• Add terry bath mat
• Complimentary turndown with brown slippers
• Upgraded magazines
• IPODE and Bose docking station in the premium suites
• Full service with linen change daily in premium suites

8. Courtesy Card Holder/VIP 1
• Front Desk & Housekeeping Procedures:
• Pre-register (key packet)
• Pre-check room keys
• Manager Welcome (ask what time guest would like housekeeping
service/turndown)
• Contact Sales Manager or Catering Manager to greet if Meeting Planner
• Notify Exec. Housekeeper if any changes
• Housekeeping will have pre-inspected room
• Complimentary Regency Club access, parking and internet
• Daily inspections by housekeeping manager or inspector for service and turndown
• Management Follow up call during stay

9. VIP 2 (Diamond or Platinum)
Welcome Packet
Includes: Welcome letter, hotel
map, spa letter, regency club letter (if
Diamond member), Welcome note
from GM with amenity (per request)
and update about Gold Passport
status & points
Turndown upon request (unless in a
suite then it comes automatically)

10. VIP 2
• Front Desk & Housekeeping Procedures:
• Pre-register (key packet)
• Pre-check room keys
• Manager Welcome
• Verify guest history information
• Housekeeping will have pre-inspected room
• Meeting planners – complimentary internet
• Daily Inspections by housekeeping manager or inspector
• Management Follow up call during stay

11. All VIP 1 & 2 Guests get a robe, terry bath
mat and a vanity kit which contains:
• Cotton balls
• Make up removers
• Q-tips
• Mending kit
• Lint Mitt
• White carpet
• Shower cap

12. Additional Upgraded Bathroom Amenities (VIP 1 & VIP 2)
• Face and Pillow Mist
• Pulse Point Oil
• After Sun Gel
• Lip Balm
• Power Wash

13. IRD amenity sent upon request of catering manager.

14. VIP 3
• Front Desk & Housekeeping Procedures:
• Verify reservation matches resume
• Verify guest history information
• Day of arrival inspection by supervisor

15. VIP 8
• Front Desk & Housekeeping Procedures:
• Verify guest history information
• Ensure room block meets all requests possible
• Advise staff of arrival time any issues during previous stays
• FOM/MOD to greet at desk upon check-in
• Inquire what time guest would like housekeeping services
• Inspector or manager will walk/inspect room prior to arrival