clienttypologiesandtheirtreatment(Ii)

Classification by Loyalty Level and Status

Finally, guests can be classified by their relationship with the hotel.

Regular guests are those who stay regularly because they are satisfied, and they should be offered careful attention to increase their loyalty.

Occasional guests are those who stay sporadically, and it is advisable to try to find out the reasons why they do not return.

Potential guests are those who, although not guests, could become one.

Finally, VIP (Very Important Person) guests require special treatment.

The housekeeping department must take exquisite care to meet all their needs, providing their rooms with special amenities such as fresh fruit or flowers.

Reception must notify guests in advance of their arrival so that the housekeeping department has time to prepare the room in detail.

Safety Measures for Guests Specials

The stay of important figures or special guests at the establishment requires the implementation of rules and a specific security plan to guarantee their protection and privacy.

Often, these guests travel with their own security team (bodyguards, private detectives, etc.), and the hotel's protection services may be permanent, nightly, or occasional, depending on the needs.

In many cases, the hotel hires external companies to reinforce security.

The measures that are usually taken include:

• Security planning for the hotel and its surroundings.
• Surveillance of the establishment's perimeter, including basements, garages, terraces, and warehouses.
• Control of entries and exits of guests, luggage, merchandise, and material.
• Management of keys and safes.
• Access control to limited areas.
• Legal advice on rights and obligations in terms of security.
• Provision of first aid services.

In addition, all hotel staff must follow a strict protocol:

• Absolute confidentiality: Under no circumstances should information about the visit be given, nor should they indicate the room number, lounge, or location where the person will be located.
• Increased internal surveillance: The hotel's security system should be increased with more cameras, guards, or doormen.