About Course

VIP Reception & Guest Management

A practical short course that teaches the essentials of planning, running and closing corporate and formal events. Focused on timing, guest flow, speaker management and contingency planning so events run smoothly and professionally.

 None required.

 Protocol officers, event managers, executive assistants, and corporate hosts.

  • Pre-event planning for VIP arrivals
  • Escorting and seating VIPs
  • Managing entourages and security teams
  • Offering refreshments and amenities
  • Managing time-sensitive schedules

Competence in delivering seamless VIP receptions that uphold the host organisation’s reputation.

 BPA instructors with experience in high-level government and corporate events.

Workshops, case studies, and mock event scenarios.

 Half-day.

Observation of role-play exercises.

Certificate of Attendance from The British Protocol Academy.

 Ideal for front-facing personnel and event teams.

Course Content

Module 1: The Art and Essence of VIP Hospitality
This module sets the stage for the entire course. You’ll get a clear picture of what VIP hospitality really means, why it matters, and how small actions can make a big difference when you’re dealing with high-profile guests. We’ll also look at what makes someone a VIP and the qualities every professional needs to deliver service that is calm, confident, and unforgettable. What You’ll Learn By the end of this module, you’ll: Understand who a VIP guest is and why they need special attention. See why handling VIPs well builds trust and strengthens reputation. Discover the key qualities that set great VIP hosts apart. Learn practical steps to stay composed and professional when surprises happen.

  • Lesson 1
    01:15
  • Module 1 Assessment — The Art and Essence of VIP Hospitality

Module 2: Warm Welcomes & Seamless Guest Arrivals
First impressions matter — a lot. In this module, we look at how to create smooth, welcoming experiences from the moment a VIP guest arrives. You’ll see how staff roles fit together like choreography, why using a guest’s name the right way makes such a difference, and how cultural sensitivity shapes every interaction. This module will also show you the most common mistakes to avoid, and how a well-prepared team can make arrivals look effortless.

Module 3: Stellar Service On-Site
Welcoming a VIP is only the beginning — keeping the service flawless during their stay is where true professionalism shines. In this module, we look at how to engage guests respectfully, how to read small cues before they become problems, and how to stay calm when things go wrong. From active listening to handling emergencies with composure, you’ll learn how to make a guest’s entire stay feel effortless, secure, and memorable.

Module 4: Handling Challenges with Grace
In hospitality, not every moment goes smoothly. Flights are missed, guests get angry, and some requests simply can’t be met. In this module, we look at how to stay calm and professional when things go wrong. You’ll learn how to handle rude or frustrated guests, manage unrealistic demands, and respond with respect across cultures. This module will also show you how to say “no” without saying “no,” and how to protect both your guest’s dignity and your brand’s reputation when the pressure is high.

Module 5: Creating Lasting Impressions
The farewell is just as important as the welcome. This module explores how to make a VIP guest’s departure smooth, memorable, and dignified. From seamless check-out to personalized farewells, you’ll learn how to close a stay in a way that leaves the guest feeling valued and respected. We’ll also look at how follow-up after departure strengthens loyalty and builds long-term relationships.

Module 6: Discretion, Privacy & Security
Without discretion, there is no true VIP service. This module looks at how to protect guest privacy, handle sensitive information, and maintain security without making it feel intrusive. You’ll learn how to keep details confidential, respond to paparazzi, prevent information leaks, and handle staff curiosity. The focus is on professionalism, invisible security, and preserving the guest’s dignity at all times.

Module 7: Excellence as a Culture
Great service isn’t just about individual moments — it’s about building a culture where excellence is the standard every day. In this module, we look at how to make professionalism part of your team’s DNA through shared values, leadership, training, and consistency. You’ll learn how systems and habits make excellence second nature, and how feedback and accountability keep the culture alive. This final step shows you how to make VIP hospitality not just what you do, but who you are as a team.

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