瑞士私人管家PRE-ARRIVAL PROCESS.pdfVIP

Foundations of Excellence Title Pre-Arrival Process Reference # Brand std: Issued: October 2009 Dates Effective: January 2010 Revised: December 2009 Department Guest Historian Region: Global Property: All Applicable All Ownership: EXCEPTIONAL SERVICE COMMITMENT This process is in place to better anticipate the needs of soon-to-be arriving guests and to recognize notably important guests. Having a defined process ensures that St. Regis guests receive a consistent level of bespoke service, wherever their travels take them. METHODOLOGY Responsible Department: This process is managed by the hotels Guest Historian. The role of Guest Historian is not always a dedicated position, but rather an individual or group of individuals who are responsible for the processes. Each hotel needs to designate the Individual or group who will be responsible for these processes. Additionally, to ensure that this process flows effectively, communication and teamwork between departments is critical. Tools Requirements: • Property Management System • StarGuest Application • Telephone • e-Butler Email • Pre-call templates Expected Arrival and Pre-Call Process Flow: • The pre-arrival call window varies based on local booking patterns, though generally 7 days prior to arrival • The Guest Historian contacts each transient VIP guest via email or phone prior to arrival • The Guest Historian uses whichever contact method is available in the profile or deemed more effective in market • The Guest Historian uses pre-call template and script to anticipate needs and offer hotel services • The Guest Historian reviews known preferences with returning gues