AIRPORT MEET AND GREET ARRANGEMENTS

1. Raffles Hotels & Resorts SOP AIRPORTMEETANDGREETARRANGEMENTS DIVISION: DATE ISSUED: GUEST EXPECTATION: DEPARTMENT:ROOMS OCT2025 RECEIVING A SEAMLESS, AND WELL-COORDINATED VIP AIRPORT MEET AND GREET EXPERIENCE THAT REFLECTS EFFICIENCY, PROFESSIONALISM, AND GENUINE CARE. 30 MINUTES ACCOR RAFFLES X LQA SUBDEPARTMENT:CONCIERGE STANDARD #:04 TIME TO TRAIN: STANDARD TYPE FORBES LOCAL WHY IS THIS TASK IMPORTANT FOR YOU AND OUR GUESTS? To ensure effortless airport coordination and exceptional guest care. STANDARD STEPS HOW WHY Collect guest travel details accurately. Obtain the guest’s flight number, airline, arrival or departure time, terminal, and number of passengers. Confirm if the booking is for arrival, departure, or transit and whether an airport transfer will be required. Clarify if the guest prefers a standard, premium, or VIP meet and greet service. Confirm the number of guests, and any special requests (e.g. wheelchair assistance). Contact meet and greet provider to confirm the booking. Provide all guest details including name, flight number, service type, and special notes (e.g., elderly passenger, VIP, family with children). Reconfirm the booking 48-24 hours prior to arrival or departure and verify flight status in case of delay, cancellation, or reschedule. Update the guest and service provider accordingly. Send a confirmation email with the service description, meeting point, representative’s contact, and emergency number. For departure, include pick-up time and instructions. Accurate flight information is essential to coordinate the timing and meet and greet service efficiently. Confirm meet and greet type and requirements. To ensure the right service level is arranged according to guest expectations and travel needs. Coordinate with the approved service provider To guarantee the provider receives complete and correct information to deliver seamless service. To prevent service failure due to last-minute schedule changes and maintain smooth coordination. To provide guests with clarity, reassurance, and confidence about their travel arrangements. To maintain accurate records and ensure proper billing. Reconfirm details before the guest’s travel date. Communicate details clearly to the guest. Record and post charges. Record all booking details in the relevant system or log, and ensure the applicable service charges are posted to the guest room account. Ensure internal coordination. schedule and meet & greet details. Follow up during service. During arrival or departure, maintain communication with the representative or driver to track the guest’s progress until they reach the hotel or airport safely. Update guest profile and records. preferences, and feedback in the guest profile for future reference. Inform all concerned teams of the guest’s To ensure smooth teamwork and clear communication. To ensure consistent guest care and allow proactive response to any changes or issues. After completion, note the service used, To personalize future stays and enhance service consistency for returning guests. - 1 -

2. Raffles Hotels & Resorts SOP Acknowledged by: Approved by: Approved by: Approved by: Employee Name Position Name Department Head Name General Manager Name RVP Operations - 2 -