FIRST STAGE
Enquiry
From the moment your request reaches us, we act to protect the traveller's plans.
- Securing availability: We place holds immediately so that inventory does not change while details are being finalised.
- Building in flexibility: We proactively price and hold shoulder dates, so that any change to the itinerary can be accommodated without delay.
- Early hotel notification: We contact the property at the outset to advise them of the forthcoming reservation, allowing the hotel to begin preparing well in advance.
SECOND STAGE
Reservation
Once the booking is confirmed, we begin building relationships on the ground.
- Engaging hotel leadership: We introduce the booking to key operational contacts, including Duty Managers, the Front Office Manager and the General Manager, so the guest is known before arrival.
- Seeking enhancements: We actively pursue complimentary upgrades and additional courtesies suited to the guest's profile.
- Guaranteeing timings: We share confirmed arrival and departure times with the hotel to secure early check-in and late check-out wherever possible.
THIRD STAGE
Pre-arrival
This stage is where expectations are shaped and managed, ahead of the journey.
- Formal introduction: We send written correspondence to the General Manager introducing the guest and their Executive Assistant, ensuring transparency and setting clear expectations for the level of service required.
- Connecting service partners: We introduce the chauffeur, hotel concierge and reception team to one another so that handovers are smooth and coordinated.
- Final confirmation of requirements: We revisit every specific request and confirm that each has been arranged, leaving nothing to chance.
FOURTH STAGE
Arrival
As planning gives way to execution, our focus is on ensuring that every commitment is delivered on the day.
- Teams in place: We remain in close contact with hotel operations to confirm that the promised personnel are present and ready to receive the guest.
- Coordinated communication: The chauffeur, hotel team and Executive Assistant are kept informed throughout, so that everyone involved has the same up-to-date picture.
- Room readiness: A senior member of the hotel team inspects the room personally before the guest arrives.
- Live updates: We notify the Executive Assistant when the flight has landed, when the guest is in the car, and once they are checked in. We also welcome your feedback at this point to continually refine our service.
- A considered welcome: Welcome amenities are in place, the room number is secured in advance, and where appropriate we can share a short video of the room.
FIFTH STAGE
During the Stay
Our attention does not stop once the guest has arrived.
- Personal recognition: We arrange a courtesy call or personal welcome from the General Manager.
- Ongoing refinement: We review additional services such as restaurant reservations and meeting rooms, tailoring the experience further as the guest's needs become clear.
SIXTH STAGE
Checkout
We aim for a departure that is as effortless as the arrival.
- Settled in advance: All accounts are reviewed and paid ahead of time, so there is nothing for the guest to attend to.
- Seamless exit: The guest departs without visiting the front desk and is escorted directly to their vehicle.
- Chauffeur on standby: The driver is in position ahead of time and reconfirmed, so the guest is never kept waiting.