Michelle Chong goes undercover as a foreign VVIP at an established hotel!

Introduction

In this tutorial, we will explore the experience of Michelle Chong as she goes undercover as a foreign VVIP at a hotel. This guide will highlight the tactics she used, the interactions with hotel staff, and the valuable lessons about customer service and hospitality.

Step 1: Understand the Role of a VVIP

• Research the expectations and characteristics of a Very Important Person (VVIP) in hospitality.
• Familiarize yourself with common behaviors and demands of VVIP guests.
• Consider the impact of cultural differences and how they influence guest interactions.

Step 2: Prepare for the Undercover Experience

• Develop a convincing backstory to support your VVIP identity.
• Practice your persona, including tone of voice and mannerisms.
• Choose appropriate attire that aligns with the luxury expectations of a high-end hotel.

Step 3: Interact with Hotel Staff

• Approach the front desk with confidence, introducing yourself as a VVIP.
• Observe how staff members react to your presence and requests.
• Gauge their ability to remain professional despite challenging or unreasonable demands.

Step 4: Assess Staff Responses

• Take note of how hotel staff handle pressure and unexpected situations.
• Look for signs of patience, passion, and pride in their service.
• Evaluate their problem-solving skills and ability to maintain a positive atmosphere.

Step 5: Reflect on the Experience

• After the interactions, reflect on the effectiveness of the hotel staff.
• Consider what could have been improved in their service approach.
• Analyze how the experience could inform better customer service practices in the hospitality industry.

Conclusion

Michelle Chong's undercover experience provides insightful lessons on the importance of exceptional customer service in the hospitality industry. By understanding the role of a VVIP, preparing effectively, and assessing staff interactions, one can gain valuable insights into creating memorable guest experiences. Consider applying these principles in your own interactions, whether in hospitality or other customer-facing roles.