Course Outline:

Module 1: Understanding the VIP Guest

• Psychographics of luxury travelers: expectations, desires, and pet peeves.

• Types of VIPs: celebrities, loyalty members, corporate clients, special occasions.

• The importance of discretion, privacy, and anticipation.

• Exercise: Reviewing guest profiles and predicting potential requests.

Module 2: The Anatomy of a Perfect VIP Room

• The pre-arrival check: the 100-point inspection.

• Standards for pressing, polishing, and dusting to an elite level.

• Precision in placement: everything must be perfectly aligned and angled.

• Practical Lab: Performing a pre-arrival inspection on a room and correcting all flaws.

Module 3: Amenities & Personalization

• Selecting and sourcing premium amenities.

• The art of the welcome note and personalized gift.

• Arranging amenities (fruit baskets, champagne, gifts) for maximum visual impact.

• Workshop: Creating a personalized welcome amenity for a specified VIP guest type.

Module 4: Turndown Artistry & Special Requests

• Advanced turndown techniques: beyond chocolate on the pillow.

• Managing complex special requests (specific pillow libraries, room temperature, allergy needs).

• Creating "magic moments" – unexpected touches that delight.

• Role-Play: Handling a last-minute, highly specific special request for a celebrity guest.

Module 5: Discretion, Protocol & Final Inspection

• Working with security: protocols for high-profile guests.

• The "invisible service" standard: servicing rooms without being seen.

• The final walk-through: seeing the room through the guest's eyes.

• Final Assessment: Teams receive a VIP guest profile and must prepare a room to meet all stated and anticipated needs.