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Who this is for: front office managers, guest relations officers, executive housekeepers, and general managers at independent hotels, hotel groups, resorts, and boutique inns who prepare rooms and service for VIP guests.
A VIP arrival is not a faster version of a normal check-in, it is a separate, staged process that starts well before the guest walks in the door.
Who Counts as a VIP (and VVIP) at Your Property
The line between VIP and VVIP differs by hotel, but most properties split guests into two tiers.
| Tier | Typical Examples |
|---|---|
| VIP | Company decision-makers, travel agents, honeymooners, journalists, event planners, top-tier loyalty members, a guest recovering from a prior service issue |
| VVIP | Owners, board members, celebrities, heads of state or senior government officials, major corporate accounts |
VIP status is usually approved by the General Manager, Director of Rooms, or Director of Sales, since whoever approves it also takes responsibility for the guest's credit and billing. Once approved, the reservation gets tagged with a VIP code in the property management system so every department, not just the front desk, sees the flag.
The VIP Arrival Checklist, Stage by Stage
The following applies to independent hotels and boutique properties. Property-type variations for hotel groups, resorts, and bed and breakfasts follow later in this document.
Pre-Arrival Preparation
- Confirm the VIP or VVIP tier and the reason for the designation. Sets the level of preparation everyone downstream should expect.
- Tag the reservation as VIP in the PMS. Makes the flag visible to housekeeping, room service, and the front desk.
- Block a specific room matching the guest's known preferences. Avoids a last-minute room change once prep has already started.
- Get sign-off from the GM, Director of Rooms, or Director of Sales. Whoever approves VIP status also owns the guest's credit and billing.
- Send a written VIP requisition to housekeeping and room service. Give at least 24 hours notice so amenities are ready in time.
- Prepare a personalized welcome card and letter. Double-check the guest's name is spelled correctly.
- Cross-check the reservation against past requests or complaints. Nothing from a prior stay should have to be re-explained.
- Confirm arrival method and time, and update the arrival list. Covers flight number, car service, or walk-in.
- Note the VIP arrival on the front office and GM briefing sheets
Room Inspection
- Have a department head personally inspect the room. Executive housekeeper, AGM, or GM, not line staff alone.
- Walk the room as the guest would on entry. Check sightlines, lighting, and first impression.
- Verify amenities match the guest's tier and known preferences
- Confirm linens are wrinkle- and stain-free, and check for odor
- Test every piece of in-room technology. TV, phone, thermostat, and any smart controls.
- Set the room to a comfortable temperature ahead of arrival
- Check the bathroom in detail, including fixtures and grout
- Confirm welcome cards and materials are placed correctly
- Sign off on the inspection before releasing the room. Only then does the front desk mark it ready.
Day-of-Arrival & Greeting
- Reconfirm arrival time, flight status if applicable. Have the room key ready in advance.
- Have a manager in the lobby 10 to 15 minutes early. GM, Front Office Manager, or Guest Relations Officer.
- Greet the guest by name at the door or curb. Not at the front desk.
- Escort the guest directly to the room
- Pre-fill as much of the registration form as possible. The guest should only need to confirm and sign.
- Confirm departure date, payment method, and open requests. Do this during the walk to the room.
- Point out room features and hotel facilities briefly
- Ensure luggage arrives within minutes of check-in
- Leave a direct contact card for anything the guest needs
Post-Arrival Follow-Up
- Place a courtesy call within 10 to 15 minutes of check-in
- Log the VIP's presence on the internal VIP board or system
- Brief the next shift so the designation carries through the stay
- Add any preferences learned from this stay to the guest profile. Start the next stay ahead instead of from zero.
Who Else Needs to Know
A VIP arrival breaks down when the flag stops at the front desk. Sales or reservations should tag the reservation the moment VIP status is approved, so it is visible in the PMS to housekeeping, room service, and the front desk without a separate phone call. Housekeeping prioritizes and preps the room and amenities, room service preps any welcome food or beverage, and the GM or Director of Rooms is looped in to approve, and for VVIPs, to greet personally.
Common Mistakes to Avoid
- Treating VIP status as a front-desk-only note that housekeeping and room service never see
- Prepping the room too close to arrival instead of building in buffer time
- Skipping the department-head inspection and relying on regular housekeeping sign-off
- Forgetting to update housekeeping and room service when the room number changes
- Not recording preferences, so the next stay starts from zero
By Property Type
Hotel Groups
The chain of command adds one link: recognition has to travel with the guest across every property in the group, not just the one hosting them this stay.
Pre-Arrival Preparation
- Confirm the VIP or VVIP tier using the group's shared classification. Keeps recognition consistent no matter which property is hosting.
- Tag the reservation as VIP in the central reservation system. Visible to every property in the group, not just this one.
- Pull the guest's preference profile from prior stays group-wide. A repeat VIP should never start from zero at a new location.
- Get sign-off from the property GM or the group's rooms director
- Send the VIP requisition to housekeeping and room service. At least 24 hours ahead of arrival.
- Confirm the welcome amenity matches group brand standards
Room Inspection
- Have the property's executive housekeeper or GM inspect the room
- Verify amenities match both group standards and known preferences
- Test in-room technology and confirm a comfortable temperature
- Sign off before releasing the room to the front desk
Day-of-Arrival & Greeting
- Have the GM or Front Office Manager in the lobby ahead of arrival
- Greet the guest by name and reference their loyalty tier group-wide
- Escort the guest to the room and pre-fill the registration form
Post-Arrival Follow-Up
- Place a courtesy call within 15 minutes of check-in
- Update the guest's shared profile so every property sees this stay. The next property this guest visits starts from the same profile.
Resorts
Resort arrivals add F&B and activity coordination on top of the standard preparation, since a VIP guest at a resort usually has more than a room booked.
Pre-Arrival Preparation
- Confirm the VIP or VVIP tier and the reason for the designation
- Tag the reservation as VIP in the PMS. Visible to the front desk, housekeeping, and F&B outlets.
- Pre-arrange F&B reservations and spa scheduling ahead of arrival
- Confirm whether the resort fee is waived for this guest's tier
- Block a room or suite matching preferences, and notify housekeeping
- Loop in activities, concierge, and bell service on the arrival
Room Inspection
- Have the executive housekeeper personally inspect the room
- Verify amenities and any resort-specific welcome package
- Test in-room technology and confirm a comfortable temperature
- Sign off before releasing the room to the front desk
Day-of-Arrival & Greeting
- Route the arrival through a private or expedited check-in area
- Have a manager greet the guest and confirm resort fee and package details
- Coordinate with bell service and concierge for luggage and orientation
Post-Arrival Follow-Up
- Place a courtesy call within 15 minutes of check-in
- Confirm pre-arranged spa and F&B reservations are on the books
Bed & Breakfast (Boutique Inns)
The chain of command is shorter, often just the innkeeper and one staff member, so the multi-department handoffs above collapse into a shorter, more personal version.
Pre-Arrival Preparation
- Note the reason this guest gets extra attention. A returning guest, an anniversary, or a special occasion.
- Confirm the room matches the guest's known preferences
- Prepare a personal welcome touch ahead of arrival. A handwritten note or a small gift tied to the occasion.
Room Inspection
- Have the innkeeper personally check the room before arrival
- Confirm the room is clean, comfortable, and free of odor
Day-of-Arrival & Greeting
- Have the innkeeper or owner greet the guest in person
- Mention the occasion or reason for the visit during check-in
- Walk the guest through breakfast timing and house details
Post-Arrival Follow-Up
- Check in personally within the first hour of the guest's stay
- Note anything learned this stay for the next visit
Give Every VIP Arrival the Same Flawless Preparation
Manually tagging a VIP reservation only works if every department checks the same note, and that note has to survive a room change, a shift change, and a repeat stay six months later. roommaster's PMS flags VIP guests directly on the reservation, so housekeeping and the front desk see the same status and preference history the moment the booking is confirmed, not after a phone call. For hotel groups, that profile travels with the guest to every property, so a VIP recognized at one location is recognized at all of them. See how roommaster handles guest profiles and VIP tagging
Frequently Asked Questions
1. What's the difference between a VIP and a VVIP guest?
VIP usually covers guests who warrant extra attention, like corporate decision-makers or repeat guests, while VVIP is reserved for the highest tier, such as owners, celebrities, or heads of state. The exact line is set by each property.
2. How far in advance should a VIP room be prepared?
At least 24 hours ahead for the requisition to housekeeping and room service, with the room itself ready and inspected 2 hours before the confirmed arrival time at minimum.
3. Who approves VIP status on a reservation?
Typically the General Manager, Director of Rooms, or Director of Sales, since approving VIP status also means taking responsibility for the guest's credit and billing.
4. What amenities are typically placed in a VIP room?
Common additions are a welcome card and letter, a complimentary bottle of wine or fruit basket, and any amenities matched to the guest's known preferences from a past stay.
5. Do smaller independent hotels need a formal VIP checklist, or is this just for luxury properties?
Any property with repeat guests, corporate accounts, or a loyalty program benefits from one. The checklist scales down, not away, for smaller teams.
