As the high peak season approaches and numerous guests are set to embark on exquisite experiences at various hospitality venues such as restaurants, islands, hotels, boat trips, and private yacht cruises, the significance of essential VIP hospitality service touchpoints becomes paramount. These touchpoints serve as pivotal moments where guests' experiences are elevated from exceptional to truly unforgettable. By ensuring seamless communication, personalized attention to detail, and anticipatory service, hospitality professionals can create lasting impressions that resonate with discerning guests. From the warm welcome upon arrival to the attentive assistance throughout their journey, each touchpoint plays a crucial role in curating a seamless and indulgent experience that exceeds expectations and fosters long-term loyalty. Embracing the essence of VIP hospitality service touchpoints is not only a testament to excellence but also a reflection of the unwavering commitment to delivering unparalleled luxury and sophistication in every interaction.
In the current article, we are delighted to introduce the importance of essential VIP hospitality service touchpoints, focusing specifically on the forms of address and the welcome touchpoint. These elements play a key role in setting the stage for an exceptional guest experience during the upcoming high peak season. By mastering the art of personalized communication and creating a warm and inviting atmosphere from the very first encounter, hospitality professionals can establish a strong foundation for building meaningful connections and exceeding guest expectations at every turn.
Hospitality Touch Points
TITLE | ADDRESSED AS |
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King | Your Majesty |
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Queen | Your Majesty |
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Prince | Your Royal Highness | |
Princess | Your Royal Highness |
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President | Your Excellency |
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President's Wife | Your Ladyship |
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Prime Minister | Honourable Prime Minister |
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Prime Minister's Wife | Madam/Mrs |
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Member of Parliament | Honourable Minister |
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Member or Parliament's Wife | Madam/Mrs |
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Medical Doctor or Someone who holds a PhD | Doctor + Last Name |
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Professor (usually in a University setting) | Professor + Last Name |
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Adult Male of any Age | Mr + Last Name |
|
Married Women who uses her Husband's Last Name | Mrs + Last Name |
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Married or Unmarried Woman Common in Business | Ms + Last Name |
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Unmarried Women | Miss + Last Name |
|
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|
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TOUCH POINT 1
WELCOME & INTRODUCTION
Greeting
Supervisor/Guest Relation Agent/Hostess or other Crew at boarding should greet customer, obtain ticket/boarding pass, (online version also to be considered)
Take a quick glance at customer's details and address customer by name.
Approach, greet and walk customer to the/lounge area/Living room/Assigned seat.
CUSTOMERS TO BE ADDRESSED AS APPROPRIATE
Good morning/afternoon/evening Mr./Mrs./Ms./Dr./Your Excellency,
Allow me to accompany you please.
Welcome onboard/Welcome back with us (if frequent visitor/guest)
Direct customer to the appropriate seating area and inform them that they will be met and assisted by the person assigned to the cabin.
Stay within your respective service zone however be mindful that you should be assisting with the service if required.
When Customer Settles In
Approach, greet and assist, customer.
To allow you to settle in comfortably please allow me to transfer your stuff (small cabin luggage, trolley) and take any jacket customer carries.
Once customer has settled down, address customer by name, introduce yourself and welcome them.
My name is …..
and will look after you on today's trip
Pease make yourself comfortable.
This is the Initial and Minimum welcome VIP experience and therefore highest level of personal attention must be presented. (Expected from personnel at organizations, hotels, restaurants, business meetings, yacht trips, flight trips etc.)
Welcome Beverage
Offer customer a welcome beverage.
May otter you a Flute of Champagne, Fresh orange juice, Still or Sparking water?
These are the minimum welcome beverages we do offer towards VIP customers (if time permits Tea and Coffee Could be also offered)
Towel
Offer customer a hot or cold towel (usually rose scented or lemongrass scented).
As example a terry cloth hand towel soaked in rose water, rolled up and placed in a cooler of ice, the best sun refresher!
This article holds immense value for organizations across various sectors such as yacht agencies, airlines, hotels, restaurants, spa centres, club lounges, and more. By understanding and implementing the nuances of forms of address and welcome touchpoints, these businesses can enhance customer satisfaction, loyalty, and overall reputation. Mastering these key elements will not only elevate the guest experience but also set them apart in a competitive market, leading to long-term success and growth.
Written by: Ellie Passakos
Executive Assistant
Communication – Specialist
Leadership-Life Coach
Former Hospitality Manager (with more than 15 years of experience in VIP/VVIP/CIP Clients – Handling Procedures, Operations & Services)
#HospitalityEtiquette #CustomerService #ProfessionalCommunication #CustomerExperience #BusinessEtiquette
#LuxuryYacht #MarineHospitality #YachtingLife #VIPExperience #NauticalLuxury #SeasideElegance #SailAwayInStyle#VIPtrainging#stafftraing#educateemployees
