V-VIP Procedures Additional Check List:
Super VIP clients need an extra level of attention and follow up to make sure every single thing is flawless and nothing can go wrong. They need us to anticipate things and stay a step ahead of them.
Extended VVIP checklist - At a minimum, for any flagged VVIP must have a filled out “VVIP Check List”completed. This checklist encompasses additional steps and follow up for VIPs which include the following:
1) Bio – build a bio for the client with all preferences and action items, reason for travel and any other important information. Send this to all vendors involved in the trip (DMCs, hotels, etc.)
2) Flights:
o Check in client for flights
o Subscribe yourself to flight alerts so you can get details of client’s flights if there is a delay or change to be a step ahead
o Reconfirm all seats and meals 48 hours in advance
o Alert airline special services desk
o Points applied
3) Greeter – make sure to get a greeter at every airport and offer the best gate express greeter and in airports that have it (Vienna, LAX, Dublin, etc.), private terminal or lounge service so they don’t have to get bags or go through immigration.
o Be sure to call the greeter to connect personally and make sure they are
o Connect the driver, client, Client’s PA, and the greeter on a text or what’s App for easy communication
4) Hotel
o Have Jack Ezon personally send a VIP note
o Connect client by Whats App to hotel butler or contact person
o Room selection: Call the hotel GM and Rooms Div. Manager or sales manager to
· Specifically allocate a good room.
· Upgrade if possible
· Confirm early checking
· Review all deliverables, amenities, etc.
· Speak to head concierge and make sure they have full itinerary in hand with all details
5) DMCs:
· Guides:
o Call or skype all guides and re confirm they understand the schedule and have a bio of the client.
o Be sure you like the guide’s demeanor, style, charisma and language. Make sure you think the guide’s personality will mesh with client.
· Drivers:
o Personally make sure driver will show up where/when they are supposed to be.
o Make sure they speak good English in advance.
6) Restaurants:
· Call each restaurant and speak to the manager to make sure they will be allocated a great table
· Make sure restaurant manager knows of any dietary restrictions.
· Append menus to Axus or itinerary
7) Nightclubs:
· Reconfirm client on best VIP line
· Reconfirm table location on dance floor
8) Touching base: be sure to email every major vendor (hotels, DMC, etc.) to check up on clients and get a report. Email client:
o 1 day before to make sure they have everything and see if they need anything last minute
o The evening they arrive to see if all okay (or call when expected to be at the hotel
o In the middle of their trip
o Send a personalized welcome letter whenever they check into a new hotel throughout their trip.
9) Emotional Impact: 1-2 really special emotional impact moments created.
10) Communication: An elevated level of expectation is required with these clients:
· Response expected between 7:00am – 10:00pm in your time zone
· Summary of each call to be sent to client and PA within 1 hour of each call
· To the extent an Ambassador is involved, you shall send a weekly email updates to the Ambassadors on each VVIP client.
· If any issues arise or client is not taking your advice (i.e. taking bad advice) you should get in front of it and let the Ambassador know