VIP PRESENTATIONFRONT DESK AND HOUSEKEEPING

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.

Who are VIP 1’s?

VIP 1’s are the highest level of VIP we have at the hotelThey 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)

Who are VIP 2’s?

VIP 2’s are the second highest level of VIP we have at the hotelThey 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

Who are VIP 3’s?

VIP 3’s are the third highest level of VIP we have at the hotelThey might be:

• Convention VIP’s • Goldpassport Diamond Members• Goldpassport Platinum Memebers• Goldpassport Redemptions (GPRE)• Employees from other hotels

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

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

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

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)

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

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

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

• Power Wash

IRD amenity sent upon request of catering manager.

VIP 3

• Front Desk & Housekeeping Procedures:

• Verify reservation matches resume• Verify guest history information • Day of arrival inspection by supervisor

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