new_vip_guidelines_2014 final

1、New VIP GuidelinesRolling-out the Red CarpetJanuary 2014CLICK TO EDIT MASTER TITLE STYLEAGENDAIntroduction ObjectivesWho is a VIP at SofitelRed carpet - adding value to the guest experience Delivering a VIP experience at SofitelBest practicesCLICK TO EDIT MASTER TITLE STYLEINTRODUCTIONA VIP is a gue

2、st who is provided with special privileges due to his or her status and importance to Sofitel and/or the Accor Group.Examples include celebrities, heads of state, officials, high-level corporate officers, wealthy individuals, public figures who attract media attention, Suite and our most loyal Guest

3、s - Le Club Accorhotels Platinum, Gold and Silver members. Or any person that could potentially create a positive buzz and/or bring business to Sofitel.The objective of these updated VIP Guidelines is to set the framework for a consistent VIP experience delivery at Sofitel hotels around the world. I

4、t is essential that our VIP guests feel recognized and appreciated thanks to the special privileges exclusively reserved for them. Moreover we aim at rolling-out the red carpet to these important guests while showcasing our unique “Cousu Main” service signature so they feel truly special and shall p

5、otentially become our best brand ambassadors.3CLICK TO EDIT MASTER TITLE STYLEOBJECTIVESSet the framework for a consistent VIP experience delivery worldwideMake VIP guests feel valued and recognizedShowcase our Cousu Main Service CultureBuild an emotional connection between guests and the Sofitel br

6、andEnhance brand recognition and preference in order to increase guest loyaltyCreate positive feelings, word-of-mouth and recommendation for SofitelOpen the potential for new business opportunities4CLICK TO EDIT MASTER TITLE STYLEWHO IS CONSIDERED A VIP AT SOFITEL - FIVE VIP LEVELSThere are 5 levels

7、 of VIPs at Sofitel, from VIP 1 to VIP 5:- VIP 5 being the most important (e.g. Heads of State) and VIP 1 being the lowest level of VIP, nonetheless still Very Important guests.- VIPs 1 to 3 match Le Club Accorhotels member levels:- VIP1 = Silver- VIP2 = Gold- VIP3 = PlatinumIn the following pages y

8、ou will find-out who belongs to which VIP level, from VIP 1 to VIP 5. The recommendations set forth in these guidelines are the minimum benefits and services to be delivered as a VIP experience. GMs and hotel management are free to include other benefits to this list or upgrade guests (e.g. from VIP

9、 1 to VIP 2), if it makes business sense. It is forbidden, however, to downgrade guests (e.g. from VIP 3 to VIP 2).5CLICK TO EDIT MASTER TITLE STYLEWHO IS A VIP 1Le Club Accorhotels Silver status memberClub Millesime guests (New)Carte Bienvenue (New - previously VIP 2)VIP as per GM6CLICK TO EDIT MAS

10、TER TITLE STYLEWHO IS A VIP 2Le Club Accorhotels Gold Status members Junior Suite Guests or equivalent (New) Travel AgentsMeeting Planners (e.g.: during site inspections)Top Management - SMEs(if it makes business sense)GOD - Guest of the DaySpecial occasions: anniversary, birthday, honeymoon Previou

11、s Problem Guest (minor)Problem Resolution Guest - during stay (minor)Sofitel AmbassadorsAccor GMs and Management (New - previously VIP 3)Hotel GMs and Management (competitors) (New - previously VIP 3)VIP as per GM7CLICK TO EDIT MASTER TITLE STYLEWHO IS A VIP 3Le Club Accorhotels Platinum Status Pres

12、tige Suite Guests or equivalent STEP Program GuestsTop Management - Large companies & key accountsJournalistsLocal Celebrities FAM TripsPrevious Problem GuestsProblem Resolution Guests - during stayLuxury & Upscale Brands GMs and Management Accor Corporate and Regional VPs/SVPsVIP as per GM8CLICK TO

13、 EDIT MASTER TITLE STYLEWHO IS A VIP 4Opera Suite / Imperial Suite Guests (New)Journalists (referred by LUB Org or from important publications: Conde Nast, Travel & Leisure, Vogue, etc)Managing Directors and Owners - Luxury Travel Agencies and Consortia Golden Link Card holders (New)Luxury & Upscale

14、 Brands Owners(and Potential Owners referred by LUB Org)International Celebrities Accor Comex -1 members VIP as per GM9CLICK TO EDIT MASTER TITLE STYLEWHO IS A VIP 5Heads of State Royalty / DignitairesAccor Comex membersVIP as per GM10CLICK TO EDIT MASTER TITLE STYLEWHO IS CONSIDERED A VIP AT SOFITE

15、L - SUMMARY11VIP 5Targeted customersHeads of StateAccor Comex members Royalty / DignitairesVIP as per GMVIP 4Targeted customersOpera Suite / Imperial Suite Guests (New)Journalists (referred by Sofitel WW or from important publications: Conde Nast, Travel & Leisure, Vogue, etc) Managing Directors /Ow

16、ners Luxury Agents & Consortia Golden Link Card holders (New)Sofitel Owners (and Potential Ownersreferrred by Sofitel WW) International Celebrities Accor Comex -1 members VIP as per GMVIP 2Targeted customersLe Club Accorhotels Gold Status members Junior Suite Guests or equivalent (New) Travel Agents

17、Meeting Planners (e.g.: during site inspections)Top Management - SMEs (if it makes business sense)GOD - Guest of the DaySpecial occasions: anniversary, birthday, honeymoonPrevious Problem Guest (minor)Problem Resolution Guest - during stay (minor)Sofitel Ambassadors Accor GMs/Management (New - previ

18、ously VIP 3)Hotels GMs/Management(competitors) (New - previously VIP 3)VIP as per GMVIP 3Targeted customersLe Club Accorhotels Platinum Status Prestige Suite Guests or equivalent STEP Program GuestsTop Management Large Companies & Key CustomersJournalistsLocal Celebrities FAM TripsPrevious Problem G

19、uestsProblem Resolution Guests - during stayLuxury & Upscale GMs/Management/Accor VPs/SVPsVIP as per GMVIP 1Targeted customersLe Club Accorhotels Silver status memberClub Millesime guests (New)Carte Bienvenue (New - previously VIP 2)VIP as per GMCLICK TO EDIT MASTER TITLE STYLEROLLING-OUT THE RED CA

20、RPET FOR A VIP 112RECOGNITIONSERVICESMAGNIFIQUE WELCOME Personalized welcome at check-in. Recognition by name and thank for choosing Sofitel Priority Desk LCAH - recognition of status and thank for loyalty Personalized Welcome card signed by GM / Hotel Mgr. or Guest Relations team Personalized farew

21、ell and thank you at check-out No walk-out if over-booking Complimentary late check-out until 3pm upon request and availability Complimentary Wi-Fi access Welcome drink offered at hotel bar (single or double occupancy) VIP Treatment in-room on day of arrival (personalized):Still/sparkling waterF&B a

22、menity : local pastries OR local sweets OR local seasonal fruits creative and gourmand, blend of French elegance and local refinementCLICK TO EDIT MASTER TITLE STYLEROLLING-OUT THE RED CARPET FOR A VIP 213RECOGNITIONSERVICE +MAGNIFIQUE WELCOME Personalized welcome at check-in. Recognition by name an

23、d thank for choosing Sofitel Priority Desk LCAH - recognition of status and thank for loyalty Personalized Welcome card signed by GM / Hotel Mgr. or Guest Relations team Personalized farewell and thank you at check-out Follow-up during stay to ensure satisfaction stays over 2 nights* No walk-out if

24、over-booking*Additional to VIP 1 benefits Upgrade to best available room of next category* Choice of one complimentary daily newspaper * Complimentary early check-in OR late check-out (until 5pm) upon request and availability* Room availability guaranteed at D-3* Complimentary Wi-fi access Profiling

25、 of guest preferences for next stay*Additional to VIP 1 benefits Welcome drink offered at hotel bar (single or double occupancy) VIP Treatment in-room on day of arrival (personalized):Still/sparkling waterF&B amenity : local pastries OR local sweets AND local seasonal fruits creative and gourmand, b

26、lend of French elegance and local refinement*Additional to VIP 1 benefitsCLICK TO EDIT MASTER TITLE STYLEROLLING-OUT THE RED CARPET FOR A VIP 314RECOGNITIONSERVICE +MAGNIFIQUE WELCOME Personalized welcome at check-in. Recognition by name and thank for choosing Sofitel Priority Desk LCAH - recognitio

27、n of status and thank for loyalty Personalized Welcome card signed by GM (handwritten note recommended)* Welcome card for STEP guests - handwritten note by GM /HERO recommended, naming Luxury travel agency/travel counselor* Personalized farewell and Thank you at check-out. Follow-up during stay to e

28、nsure satisfaction - GM or Hotel Mgr. must meet VIP at least once during the stay* Credit confidence if information on file (no CC required)* No walk-out if over-booking*Additional to VIP 2 benefits Upgrade to best available room of next category (up to Opera Suites or equivalent when available)* Ch

29、oice of one complimentary daily newspaper Complimentary early check-in AND late check-out (until 5pm) upon request and availability* Room availability guaranteed at D-2* Complimentary access to Club Millesime or Executive Lounge or equivalent* Complimentary Wi-Fi access Profiling of guest preference

30、s for next stay*Additional to VIP 2 benefits Welcome drink offered at hotel bar (single or double occupancy) VIP Treatment in-room on arrival day (personalized and refreshed during the stay):Still/sparkling waterF&B amenity : local pastries AND local sweets AND local seasonal fruits creative and gou

31、rmand, blend of French elegance and local refinement*Optional (1st stay, special occasions or special guests):Welcome gift - in line with hotels Cultural Link, blend of French Elegance and local refinement*Additional to VIP 2 benefitsCLICK TO EDIT MASTER TITLE STYLEROLLING-OUT THE RED CARPET FOR A V

32、IP 415RECOGNITIONSERVICE +MAGNIFIQUE WELCOME Personalized welcome by GM or Hotel Mgr Personalized handwritten welcome card by the GM* Personalized farewell by GM ,Hotel Mgr or HOD* Credit confidence if information on file (no CC required) Follow-up during stay to ensure full satisfaction (after arri

33、val day) Personalized Thank you message after departure* Follow-up call to guest, personal assistant or secretary after departure * Guaranteed room availability * No walk-out if over-booking*Additional to VIP 3 benefits Concierge / Guest Relations call prior to arrival to prepare stay(Cousu Main)* E

34、arly check-in at guests convenience (upon availability) Limousine OR Club Millsime OR In room check-in - check-in is never performed at Front Desk* In room / Club Millsime check-out, atguests convenience* Late check-out at guests convenience (upon availability) Identified Ambassador dedicated as uni

35、que touch-point for guest* Packing and unpacking services offered* (if Butler service available) Upgrade to best available room of next category (including Suites) Choice of multiple daily complimentary newspapers * Club Millesime or Executive lounge access or equivalent Profiling of guest preferenc

36、es for next stay Complimentary Business facilities* (printing, faxing, High-speed Internet)*Additional to VIP 3 benefitsWelcome gift/amenities: Welcome gift in line with hotels Cultural Link,blend of French Elegance and local refinement* AND soft-drinks/water/welcome beverage, etc, in-room, personal

37、ized according to guests preferences*Personalized F&B set-ups refreshed daily: Still/sparkling water F&B amenity : local pastries AND local sweets AND local seasonal fruits generous, creative and gourmand, blend of French elegance and local refinement Wine/champagne to be added according to guest pr

38、eferences* Sweets at turn-down*Other services in-room (optional): Large vanity amenities package Additional services (i.e. Bath Ritual, Teas Ritual, Champagne Ritual)*Additional to VIP 3 benefitsCLICK TO EDIT MASTER TITLE STYLEROLLING-OUT THE RED CARPET FOR A VIP 516RECOGNITIONSERVICE +MAGNIFIQUE WE

39、LCOME Personalized welcome by GM or Hotel Mgr Personalized handwritten welcome card by the GM Personalized farewell by GM or Hotel Mgr Credit confidence if information on file (no CC required) Follow-up during stay to ensure full satisfaction (after arrival day) Personalized Thank you message after

40、departure Follow-up call to guest, personal assistant or secretary after departure Guaranteed room availability No walk-out if over-booking Concierge / Guest Relation Manager call prior to arrival to prepare stay(Cousu Main) Complimentary airport transfer is offered* Early check-in at guests conveni

41、ence (upon availability) Limousine OR Club Millsime OR In room check-in - check-in is never performed at Front Desk. In room / Club Millsime check-out, atguests convenience Late check-out at guests convenience Ambassador speaking guests mother tongue dedicated as unique touch point for the guest* Pa

42、cking and unpacking services offered Upgrade to highest category available room (including Suites)* Club Millesime or Executive lounge access or equivalent Choice of multiple daily complimentary newspapers Complimentary Business facilities (printing, faxing, High-speed Internet) Profiling of guest p

43、references for next stay*Additional to VIP 4 benefitsWelcome gift/amenities (examples): Welcome gift in line with hotels Cultural Link, blendof French Elegance and local refinement AND soft-drinks/water/welcome beverage, etc, in-room, personalized according to guests preferencesTwo F&B set-ups refre

44、shed daily:(day and Turndown)* Still/sparkling water F&B amenity : local pastries AND local sweets AND local seasonal fruits generous, creative and gourmand, blend of French elegance and local refinement Wine/champagne to be added according to guest preferencesOther services in-room (optional): Larg

45、e vanity amenities package, Hermes/Lanvin perfume bottle Additional services(i.e. Bath Ritual, Teas Ritual, Champagne Ritual, ). Complimentary massage (If hotel manages spa) Fast Lane tickets for a major cultural exhibition/fashion show/world-class museum, etc,according to guest preferences*Addition

46、al to VIP 4 benefitsCLICK TO EDIT MASTER TITLE STYLEROLLING-OUT THE RED CARPET - FIVE STEPS1Identification of VIP guestSelection2Recognition as a VIPAlert3Preparation of VIP stayPrior to arrival4Delivery of the VIP experienceArrival - Stay - Prior to departure & upon departure5Follow-upAfter departu

47、re17CLICK TO EDIT MASTER TITLE STYLEIDENTIFICATION OF VIP & RECOGNITION1. Reservation ScreeningLe Club Accorhotels statusRoom type - Club Millesime, SuitesSource of reservation - company, travel agency, Owners Card, Bienvenue Card, STEP Program, Managing Directors of Luxury Agencies Position/hierarc

48、hy - dignitaires, celebrities, C-suite, EVP/SVP/VP-suite Business opportunity - Sales, Meeting Planners, Travel Agents, FAM tripsRecommendation / notification from GM or Luxury & Upscale/ Accor HQProfile notes for repeat guests or special occasion for new guests2. Assign VIP level accordingly and se

49、t alert18CLICK TO EDIT MASTER TITLE STYLEPREPARATION OF VIP STAYPRIOR TO THE ARRIVALTeam Work coordinated by the Guest Relations Manager*GENERAL MANAGER- Definition of roles- Tasks- Check lists- Meetings- CommunicationSALESRESERVATIONGUEST RELATION MANAGERCONCIERGESECURITYHOUSE KEEPINGF&BFRONT OFFIC

50、E*Alternatively may be VIP Director or Head Butler19CLICK TO EDIT MASTER TITLE STYLEDELIVERY OF THE VIP EXPERIENCE - RED CARPETROLE AND TASKReservations TeamIdentifies, recognizes VIPs and updates their status and profile in the PMS Searches PMS to determine if guest has previously stayed in your ho

51、tel use same profile to retrieve LCAH status, preferences, complaints, etc.Determines if reservation originated from a luxury travel agency (in this case please follow the STEP Program process)If a reservation was received by TARS or other third party web sites, checks whether guest is a LCAH card m

52、emberDuring the reservation (if done by phone), collects as much information as possible on the VIP profile and preferencesDo not hesitate to ask question such as “is there anything else youd like us to know to make your stay more enjoyable?”Relies on intranet, internet and sales teamAlerts immediat

53、ely about any last minute VIP booking, update or request20CLICK TO EDIT MASTER TITLE STYLEDELIVERY OF THE VIP EXPERIENCE - RED CARPETROLE AND TASKGuest Relations Manager*Anticipates and coordinates all VIP stay preparationCollects related information, including personal preferences (We Are Expecting

54、 You forms, for example)Reviews VIP assignments made by reservation / FO department Assigns VIP level corresponding to defined criteriaAttempts to determine time of arrival if not specified by reservation Briefly reviews VIP arrivals during morning briefingPrepares and dispatches VIP CVs to all depa

55、rtmentsReviews with the General Manager VIP arrivals list for the coming week Communicates any update about VIPsFollows up VIP staysAnticipates, prepares / coordinates and assists VIPs departure Follows up after departure* Can also be the Director of VIP or Head Butler.21CLICK TO EDIT MASTER TITLE S

56、TYLEDELIVERY OF THE VIP EXPERIENCE - RED CARPETROLE AND TASKSales & Marketing TeamIdentifies VIPs according to their value to the hotel or companyMeets guests (corporate and tourism professionals with a decision / influence power) upon arrival (preferred) or during the stayLiaise with Reservation and track VIPs with sales potentialReviews sales Fam trips and follow-ups with all concerned departments22CLICK TO EDIT MASTER TITLE STYLEDELIVERY OF THE VIP EXPERIENCE - RED CARPETROLE A