The VIP Amenity Standard

5 steps

1. 01

   Choose by guest

   The day before, choose the amenity from what you know: purpose of the trip, diet, who travels with them, past stays. A family gets something for each child; a guest who is fasting gets dates for sunset.

   Say this

   “Mr Al-Mansoori, arriving in Ramadan: dates, water and fresh juice for iftar at 18:12. Nothing sweet before sunset.”

   Common mistake Defaulting to the standard VIP set because the list came late. The guest with diabetes gets a box of chocolates.

2. 02

   Check the diet

   Check every item against allergies, diet and religion before ordering: nuts, gluten, alcohol, gelatine in sweets. If the profile is silent, choose fruit, water and one savoury item that suits most diets.

   Say this

   “VIP, Ms Chen: nut allergy on profile. Pastry: no almond, no praline. Macarons swapped for a berry tart.”

   Common mistake Checking the allergy, not the ingredients. Macarons are made with almond flour, and the card says nut-free.

3. 03

   Write the card

   Write the welcome card by hand in dark ink, signed by the general manager or the guest relations manager. Three lines at most, one of them about this guest. Check title and spelling against the profile.

   Say this

   “Dear Mr Schneider, welcome back for the conference. Your quiet room is at the end of the corridor, as before.”

   Common mistake A printed card with a real signature. The guest can tell it is a form letter, and reads it as one.

4. 04

   Place it

   By 14:00, put dry items on the desk or coffee table with plate, knife and napkin, card upright, in sight from the door. Anything fresh or chilled goes up within ten minutes of the guest reaching the room.

   Say this

   “Room 701: tray on coffee table 13:45, card upright. Juice and fruit go up when reception calls on check-in.”

   Common mistake Leaving cut fruit in the room at noon for an 8pm arrival. It is brown by the time the guest sees it.

5. 05

   Note what worked

   At turndown, note what was eaten and what was left untouched, and write it in the profile. Next stay, repeat what was enjoyed and drop the rest. Clear the tray unless the guest is still using it.

   Say this

   “Ms Chen, 701: fruit eaten, tart untouched, asked for more mint tea. Next stay: fruit and mint tea, no pastry.”

   Common mistake Clearing the tray without looking. The most useful note about the guest goes back to the kitchen as waste.