sales&marketing training-VIP Booking

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 Task:        VIP Booking

Code:    RM-RES-D110

 Objectives: At the end of this session reservations sales agent will be knowing how to handle the VIP booking.


Standard : 

1. VIP designation or amenity requests should be placed in the Opera System at least one day prior to arrival.

2. In the event of a same day amenity request, the appropriate amenity requirement should be informed to the Guest Service Supervisor/Manager for processing.

3. In all cases the amenity codes should be keyed into the guest profile in the Opera System.

Resources:   Flip Chart, Handout, Computer with Opera terminal




Training Steps








Prepared on Flip Chart











Lecture & Explanation















Practice - Role Play










Show “ W.I.F.M” (Objectives)

Prologue: As a Reservations Sales Agent we will meet the VIP requirement everyday.

So the objectives of this session is: …(Refer to Objectives of this TAO)

The main content of this course should be:

·        Procedure of handling VIP booking.





Show steps on prepared flipchart. Explain reason for each step. Ask trainees to comment and question on each step.




Demonstrate in Opera how to set up VIP code in guest profile.

Ask participant to be a guest. Show each step. After demonstration. Refer back to flipchart and review / discuss each step.


Each trainee practices first as guest, then as Reservation Sales Agent.

Case Example:

A company arranges VIP booking for their president required a suite and flowers and fruits requirement.

According the procedure.




Review Key Points:

1.     Ask questions and have participant explain the standard and its importance.


2.     Summarize critique points applicable to entire group


3.     Reinforce and discuss the point:

·        Procedure of handling VIP booking.




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