VIP Hospitality
Elevating the Standards of Hospitality in the Aviation Industry

VIP Hospitality, a distinguished airport management services company, elevates customer interaction within the airline industry.

It partners with airports and airlines to provide exceptional care for their passengers and ensures a seamless travel experience. A ‘people first’ culture ingrained in its operations enables VIP Hospitality to prioritize aviation travel safety, security, and service quality, positioning them as ambassadors for customers throughout their journey. Its expertise allows airport management to deliver lasting experiences at every touch point of the journey.

“Our approach is rooted in hospitality and business acumen. We bring a fresh perspective to aviation from the restaurant and hotel industry. Inspired by the golden age of air travel, we aim to revive the sense of wonder and privilege associated with flying,” states Michael Workman, president of VIP Hospitality.

Maintaining a smooth operation becomes imperative as airport traffic and passenger numbers continue to rise. Customer experience is enhanced by addressing concerns like wayfinding, signage, cleanliness, baggage handling, retail stores, and food offerings. Staff members are trained to identify and assist passengers who may be confused. The collaborative effort ensures passengers reach their destinations, and with as little confusion as possible.

“Our vision is to excel in every engagement, creating a sense of belonging and importance through individual interactions. We emphasize the importance of treating every passenger as a valuable customer, regardless of their travel class. Our mission is rooted in values such as pride, integrity, respect, honesty, fairness, and accountability, which guide us to meet traveler’s expectations through genuine care and human engagement,” says Gregory Worrell, vice president of VIP Hospitality.

Emotional support for passengers is a crucial part of its offering. Making them feel heard and cared for is what drives loyalty and retention. Despite the challenges of the post-COVID era, it is dedicated to fulfilling its responsibility toward customers and contributing to memorable travel.

Its leadership team has extensive experience in the hospitality industry, collectively spanning over 100 years. It includes hotels, country clubs, restaurants, conference centers, catering, and airport lounges. With a deep understanding of airport operations and airlines, the team supports operational functions on the ground as the ambassador of the client it serves.

Establishing a strong customer relationship is at the heart of VIP Hospitality’s modus operandi. It actively contributes to client improvement, providing constant support and availability. Every client is prioritized, with prompt responses and immediate solutions to foster a cooperative and mutually advantageous relationship.

The company attributes its success to exceptional associates from diverse backgrounds, with a total of 27 languages spoken. It invests in their growth, enabling them to excel in various aviation industry sectors and secure higher positions in airport operations. These associates significantly impact every customer they serve, contributing to the company's stellar reputation.

VIP Hospitality has left a significant mark by collaborating with clients to overcome their hurdles. In one instance, it worked with an airport through a deliberate, decade-long growth process to enhance the passenger experience. The airport transformed into an award-winning facility by implementing high customer service standards, earning the title of Best Airport in North America. VIP Hospitality's contributions to this achievement have positioned it as a collective partner rather than a mere vendor.

VIP Hospitality’s partnership-driven approach, people-centric focus, and dedicated employees provide a spirit of hospitality clients can rely on.