Expedia VIP Guest Check-In SOP

Procedure Steps

😀 Step 1: Greet and Confirm Reservation

1. Welcome the guest warmly and ask for the reservation name.

2. Confirm reservation details: Verify the number of guests, room assignment, and VIP status (it would be marked in the notes section of the reservation in the PMS)

   1. 

🛂 Step 2: VIP Room Upgrade Check

1. Check the PMS Calendar for room availability.

   • If a room upgrade is available, assign the upgraded room to the guest and notify them during check-in using the following script:

   • “As an Expedia VIP guest, we’re pleased to offer you a complimentary room upgrade, which is subject to availability. We’ve upgraded you to a [Room Type].”

📋 Step 3: Standard Check-In Registration and Welcome

1. Continue with the Standard Check-In SOP steps:

   • Collect passports, offer the welcome drink, and provide the registration form.

   • Follow the Standard Check-In SOP for the general check-in process.

🎉 Step 4: Explain VIP Benefits

1. During the information board review (refer to the General Information Board):

   • Inform the guest of their 20% food and beverage discount, which will be applied at check-out.

   • Use the following script:

   • “As an Expedia VIP guest, you’re entitled to a 20% discount on all food and beverages during your stay. This discount will be automatically applied to your total at check-out.”

🚪 Step 5: Room Escort and Orientation

1. Escort the guest to their room and follow the same steps as outlined in the Standard Check-In SOP for room orientation:

   • Turn on the air conditioning and TV, show the information board, explain keys and gate access, and provide the safe box instructions.

💻 Step 6: Post Check-In Tasks for VIP Guests

1. Update the Email: If the guest provided a personal email, update it in their reservation if it was initially a virtual email from Booking, Expedia, or Airbnb.

2. Notify Team on WhatsApp:

   • Inform the team of the guest’s VIP status and any notable details.

3. File Registration Form: Place the completed registration form in the in-house folder under the corresponding room number.