Does anyone have a clean, cross-department SOP or checklist for VIP arrivals and on-property jackpots? We keep losing the thread between host notes, cage, and front desk, and guests get conflicting answers on comps and resort fees - awkward at check-in; I’d love a template, example scripts, or a peek at how you log it so night audit can post cleanly. How do you handle it?
We fixed this with a single “VIP/Jackpot” note template in the PMS that every team updates: host opens it and sets an Offer Code, comp scope (room/tax/resort fee Y/N), credit/front money, payout method, and required actions; front desk reads, “Your Offer Code [XYZ] covers room, taxes, and resort fee; incidentals remain on your card,” cage mirrors the same code on the jackpot worksheet, and night audit posts using that code plus a “COMP-LOCK” tag so only matching folios get comped. If helpful, I can drop the exact template text and the three guest lines we use for resort fee waived, not waived, and partial comp.