Course Modules
1 Modules Total
Elena Rostova
Director of Guest Experience, The St. Regis
15 Years Luxury Front-of-House Leadership
Module 1: The 60-Second VIP Welcome & Identity Confidentiality
Learn the psychological impact of the arrival greeting, eye contact, personalized greeting by name, and protecting guest privacy from bystanders.
Watch Elena Rostova demonstrate the subtle art of discrete communication and rapid registration under 2 minutes.
Protocol: VIP Registration & Room Key Discretion
Mandatory Execution Steps:
- Warm verbal greeting within 5 seconds of guest stepping to the desk.
- Confirm reservation details without reciting personal phone numbers or passport info aloud.
- Obtain pre-authorization on payment card smoothly.
- Present room key folder, discreetly indicating floor and room number on paper.
- Introduce concierge and arrange luggage escort to the elevator.
Critical Safety & Audit Checkpoints:
- Under no circumstances may a room number be spoken aloud in the lobby.
- Keep registration cards shielded from nearby visitors.
Official Course Handbook (Protected In-Page Reader)
Read smoothly without native browser toolbarsALPHA ELITE HOSPITALITY
PROTECTED OFFICIAL DOCUMENT
Official Curriculum Handbook & Standard Operating Procedure
1.0 The 3-Meter / 1-Meter Recognition Rule
First Impression Benchmark for Luxury Properties
When a guest approaches within 3 meters, make warm, authentic eye contact and offer a welcoming smile.
Within 1 meter, deliver a personalized verbal greeting. If the guest identity is known from pre-arrival notification, use their surname with respect (e.g., "Welcome to Alpha Elite, Mr. Sterling. It is an honor to have you with us.").
Never state a guest room number out loud across the reception counter. Disclose the room number discretely by pointing to the inside of the key booklet.