The treatment of VIP guests in luxury hotels
How do you identify VIP customers in your database?
Identifying VIP customers in your database is a key step towards proactive, personalised customer relationship management. This involves analysing various indicators and tracking their history within the establishment.
There are certain signs that help to identify potential VIP customers. For example, the number of reservations, the frequency of stays, the amount spent per visit and the additional services requested are all revealing elements. A rigorous analysis of the database can identify these profiles and adapt the services offered in advance.
The MBA in Luxury Management offered by Sup de Luxe is a benchmark course for hotel professionals wishing to perfect their skills in VIP client management techniques in the luxury sector.
Characteristics of a VIP customer in the luxury hotel industry
VIP customers have specific characteristics and expectations. Knowing them allows you to personalise the experience and exceed their expectations::
Exclusivity and confidentiality
VIP customers are looking for a high degree of confidentiality and security. They expect exclusive services that allow them to detach themselves from everyday life, in a hushed atmosphere where their privacy is respected.
High standards of comfort and quality
Whether it's the bedding, the room facilities or the services offered, the level of comfort expected is very high. VIP guests expect impeccable, modern and refined facilities.
Personalised service and attention to detail
VIP customers appreciate it when staff anticipate their needs, remember their preferences and offer a service that exceeds their expectations. This attention to detail makes all the difference to the customer experience.
Flexibility
VIP customers are looking for a flexible and responsive service. They appreciate that their schedule and personal requests are taken into account, with the ability to adapt quickly.
Access to unique privileges
Offering privileged access, such as private events, priority bookings or exclusive tours, helps to strengthen VIP customer loyalty..
These characteristics serve as a guide to developing an effective welcome strategy and enriching their experience.
How do you prepare to welcome VIP guests to your hotel?
Welcoming VIP guests to luxury hotels requires meticulous preparation to ensure that their arrival and stay are impeccable. Here are a few key practices to optimise their welcome.
Personalise the welcome before arrival
Before they even arrive, it's a good idea to gather all the relevant information about the guest, such as their dietary preferences, specific requests or even their stay habits. This enables services to be adapted and a truly tailor-made welcome to be prepared.
Coordinating teams
When they arrive, provide a dedicated, quiet reception area for check-in, away from the main flow of traffic, so as to respect their need for privacy and confidentiality.
Creating an exclusive area
Lors de leur arrivée, prévoir un espace d’accueil dédié et calme pour le check-in, à l’écart du flux principal, permet de respecter leur besoin d’intimité et de confidentialité.
Preparing special touches in the room
Offering a welcome gift or personalised attention in the room is an elegant way of showing appreciation to VIP guests. This could be a bottle of wine, local products or complimentary services.
Monitoring the experience in real time
It is crucial to remain attentive to feedback from VIP customers during their stay. Regularly assessing their satisfaction enables us to readjust our services and ensure a smooth, pleasant experience.
Thanks to these practices, the reception and follow-up of VIP customers become privileged moments for consolidating customer relations and offering a memorable experience. Adopting an approach focused on the needs of this elite clientele not only ensures their satisfaction, but also strengthens the reputation of the host.