Stay Personalisation: From Pre-Arrival to Returning Guests
Pre-arrival contact, the courtesy call, returning guests, the guest's name, special occasions, VIP amenities, families, access needs and long stays.
- Price
- From €275 per person
- Duration
- Agreed with the hotel
The programme works on a stay built around the guest, from reading the booking to updating the profile after departure. It covers pre-arrival contact, routing requests to each department and checking the room before arrival. It covers the courtesy call, welcoming returning guests and using the guest's name correctly, with its protection in public areas. It includes special occasions, the VIP amenity and the personal moment planned for every guest from something they said. It closes with families with children, guests with access needs and long stays.
The outcome
Every guest finds in the room what they asked for before arriving, hears their name said correctly and receives one gesture chosen for them. The hotel records in the profile what worked, and the next stay starts from there.
Targeted Groups
This programme is designed for:
- Guest relations staff
- Guest relations managers
- Front office staff
- Housekeeping supervisors
- Duty managers
- Newly hired staff
Course Objectives
By the end of the programme, participants will be able to:
- Read every arrival ahead and contact the guest before the stay
- Route each request to the right department and check it in the room before arrival
- Make the courtesy call with one open question
- Welcome returning guests with one or two preferences already in place
- Spell and pronounce name and title correctly, and protect them in public
- Handle a special occasion with one owner and one gesture
- Choose the VIP amenity and the personal moment from what is known of the guest
- Prepare the stay for families, access needs and long stays
Targeted Competencies
Participants will develop the following competencies:
- Pre-arrival contact
- Coordination with departments
- Courtesy calls
- Welcoming returning guests
- Using and protecting the guest's name
- Special occasions and VIP amenities
- Personal moments and wellbeing touches
- Families, access needs and long stays
Unit 01
Before arrival
- Reading the arrivals list several days ahead
- One personal contact, with two questions at most
- Requests routed to departments and confirmed by name
- The room checked and the front desk briefed
Unit 02
The name and the courtesy call
- Spelling, title and pronunciation
- The name at the start and at the end of a conversation
- Never a name and a room number together in public
- The courtesy call after the guest reaches the room
Unit 03
The returning guest
- Recognising the guest and merging duplicate profiles
- One or two preferences already in the room
- Last stay's problem, checked as resolved
- Updating the profile at departure
Unit 04
Occasions, amenities and personal moments
- One owner and one gesture for each occasion
- A public or private celebration, as the guest prefers
- The VIP amenity checked for diet and allergies
- The personal moment drawn from what the guest said
Unit 05
Families, access needs and long stays
- The room made safe for the youngest children
- The access need asked about plainly and measured in the room
- The emergency exit plan agreed in private
- Routine, room set-up and meals for a long stay
Every DolceVita programme is individual and tailored: one participant at a time, online or at your property, in live service. Content, pace and case material are calibrated to the competencies and the role of whoever is being trained.
From €275 per person
This is the starting price. The final one depends on how many people we train, the time it takes and what your hotel needs.