VIP guests drop unexpected requests at the last minute. How do you handle them?
Last-minute requests from VIP guests can be stressful, but with the right approach, you can handle them with grace and efficiency. Here's how:
- Stay calm and composed: Projecting confidence helps manage the situation effectively and reassures your guest.
- Prioritize and delegate: Assess the urgency of the request and assign tasks to your team accordingly to ensure swift action.
- Communicate clearly: Keep the guest informed about the progress and any potential delays to manage their expectations.
What strategies do you use to handle last-minute VIP requests?
VIP guests drop unexpected requests at the last minute. How do you handle them?
Last-minute requests from VIP guests can be stressful, but with the right approach, you can handle them with grace and efficiency. Here's how:
- Stay calm and composed: Projecting confidence helps manage the situation effectively and reassures your guest.
- Prioritize and delegate: Assess the urgency of the request and assign tasks to your team accordingly to ensure swift action.
- Communicate clearly: Keep the guest informed about the progress and any potential delays to manage their expectations.
What strategies do you use to handle last-minute VIP requests?
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Unexpected requests are part of our job. calm and right method are the principle tools , we must accommodate the client's needs in the most appropriate and comfortable way, our client always appreciate and remember well unique services experiences, best GC
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It's all about the "attitudes" of hospitality associates when tackling situations. "Never say no to your customer" 1. Stay Calm and Professional 1. Show willingness to help 3. Offer Alternatives 4. Empower your associates 5. Keep the guest updated. 6. Go the Extra mile.
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Stay Calm and Listen: First, listen carefully to the request without interrupting. Let them express their needs fully to ensure you understand the full scope. Assess Feasibility: Quickly evaluate the request’s feasibility in terms of time, resources, and team capabilities. Be Transparent and Honest: If fulfilling the request is not feasible, explain the situation politely and professionally. Prioritize the Request: VIP guests are often looking for a high level of service, so prioritize their needs without neglecting other guests or tasks Maintain a Positive Attitude: Even if the request is challenging, always approach it with a positive attitude. Follow Up: Once the request has been handled, follow up to ensure the guest is satisfied.
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In our industry there is always going to be such requests. And there is no "one size fits it all" solution. What we can do is (and it works), to be open and honest, no matter what your responses are going to be to the guest...
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Staying calm is part of what we do, not really a strategy. 1) RESPECT AND WELCOME THE REQUEST: No matter how annoying it might be, there is a reason why they are asking, it is not up to us to judge. 2) OWN IT: This is the most critical step. If you are not the person responsible to execute the request, delegate, but ALWAYS follow up. 3) DO MORE: One of my favorite quotes in hospitality is "If they ask you for one thing, give them two". This is a unique opportunity to not only deliver what they ask, but to surpass their expectation. Be creative, add a personal touch, try to read their next steps. 4) UPDATE & FOLLOW UP: Keep the guest informed, believe me if they spent the time to ask for it, it is important to them. Keep them updated!
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