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Last updated on 2024年8月3日

You're faced with a VIP guest request beyond your resources. How do you ensure their satisfaction?

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Imagine you're at the helm of a bustling hotel when a VIP guest presents a request that's simply beyond what your current resources can manage. This is where your hospitality skills truly shine. Ensuring guest satisfaction, especially for VIPs, is paramount, but how do you navigate these choppy waters when the ask is something you're not equipped to handle? The key lies in a combination of quick thinking, a service-oriented mindset, and the art of the possible.

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CHRISTINE CUNANAN

Owner : LA ESPERANZA Resort & Villa in Granada, Spain || Publisher & Editor : TRAVELIFE Magazine in Tokyo, Japan ||…

1 个答复
Monica Homedes

Communications & PR Consultant. Travel + Hospitality & wellness, specialized in Hotel and Gastronomy. More than 30…

1 Assess Needs

Firstly, understanding the exact nature of the VIP's request is crucial. Listen attentively and clarify any uncertainties. Sometimes, what seems like an outlandish demand may actually have a simpler core need that you can address. By identifying the underlying requirement , you may find alternative ways to fulfill the request without stretching your resources too thin. This step is about being resourceful and showing that you're committed to providing exceptional service, even when faced with challenges.

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2 Offer Alternatives

Once the need is clear, it's time to think on your feet and offer viable alternatives . Your goal is to present options that still align with the guest's expectations but remain within the realm of what you can provide. This requires creativity and a deep understanding of both your capabilities and the guest's desires. Communicate these alternatives with confidence and enthusiasm, ensuring the VIP feels their satisfaction is your top priority.

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3 Personal Touch

Adding a personal touch can turn a difficult situation into a memorable experience for a VIP guest. If you can't fulfill their original request, consider what special services or personalized attention you can offer instead. This could be anything from a handwritten note to a custom-tailored experience within your establishment. It's these thoughtful gestures that often leave a lasting impression and can even surpass the initial request in terms of satisfaction.

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4 Leverage Partnerships

In situations where your own resources fall short, leveraging partnerships with other businesses can be a game-changer. Establish relationships with local service providers and vendors who can step in when unique requests arise. By having a network of partners, you can extend your service capabilities and ensure that VIP guests receive what they need, even if it's not something you can provide directly.

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5 Communicate Clearly

Clear communication is the backbone of handling any guest request, especially those that are challenging. Keep the VIP informed about what you're doing to accommodate their needs. If there are delays or changes in what you can provide, be upfront and honest about them. A VIP guest will appreciate transparency and the effort being put into ensuring their satisfaction, which can often mitigate any disappointment from unmet expectations.

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6 Follow Up

Finally, follow up with the VIP guest after you've implemented your solution. This shows that you care about their experience and are willing to go the extra mile to ensure their satisfaction. Ask for feedback and if there's anything else you can do to enhance their stay. This not only helps in the current situation but also builds a relationship that can lead to repeat visits and positive word-of-mouth recommendations.

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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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CHRISTINE CUNANAN

Owner : LA ESPERANZA Resort & Villa in Granada, Spain || Publisher & Editor : TRAVELIFE Magazine in Tokyo, Japan || Director : Nagatacho Ohka, Japan's most exclusive gastronomic experience
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For us, there is no such thing as a VIP request beyond resources because — unless we are merely talking about a bottle of champagne or a special breakfast picnic — there is a price tag attached to most requests beyond reasonable means and I believe both parties understand this. Hotels are generally in business to make guests happy and VIPs are generally willing to pay to be made happy. I truly believe that most VIPs do not intentionally take advantage of hotels because they do not get to be VIPs by doing so. So there is no conflict of interest. If they wish to fill our hacienda with favorite flowers or to fly a famous DJ in for a party, we will find a way to do so and advise in advance the costs. It is then up to them to say yes or no.

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Monica Homedes

Communications & PR Consultant. Travel + Hospitality & wellness, specialized in Hotel and Gastronomy. More than 30 years experience in luxury hospitality. Brand/Digital content,Sales & Marketing Hospitality Management.
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I believe the key is to understand guests' needs and exceed their expectations by knowing what they like or dislike. A VIP request doesn't always require expensive attributes; it could be something as simple as having a hot chocolate by the bed before sleep. Attention to detail and intention will help you succeed in any request, whether you can fulfill it yourself or need to call the other side of the world to make it happen.

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Monica Homedes

Communications & PR Consultant. Travel + Hospitality & wellness, specialized in Hotel and Gastronomy. More than 30 years experience in luxury hospitality. Brand/Digital content,Sales & Marketing Hospitality Management.
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I believe the key is to understand guests' needs and exceed their expectations by knowing what they like or dislike. A VIP request doesn't always require expensive attributes; it could be something as simple as having a hot chocolate by the bed before sleep. Attention to detail , commitment and intention will help you succeed in any request, whether you can fulfill it yourself or need to call the other side of the world to make it happen.

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Véronique Kadavil

Client Advisor Integration Desk, Executive Director, LatAm Markets at UBS
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You need a good preparation and anticipate what can comes up. Gathering a maximum of information on the guest or client, nowadays you do dispose of a lots of tool to be well prepared. If you are empathic, well-prepared and proactive you should be able to master any requests well

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You're faced with a VIP guest request beyond your resources. How do you ensure their satisfaction?

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1 Assess Needs

2 Offer Alternatives

3 Personal Touch

4 Leverage Partnerships

5 Communicate Clearly

6 Follow Up

7 Here’s what else to consider

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