FO-007 Guest Security

FRONT OFFICE RECEPTION OPERATIONS MANUAL
GENERAL POLICIES & PROCEDURES
Policy Name : Guest Security
Effective Date : 01 June 2006
Revised Date : Nil
Applicable : All Staff
Forms to use : Nil
Refers to :Nil
Purpose
The purpose of this policy is t o ensure our hotel guest’s privacy is not infringed and that all staff must place utmost concern for their safety and security.
Policy
It is the policy of Hyatt Regency Dongguan that staff do not disclose hotel guest’s room numbers or any of their personal details to the public other than the Public Security Bureau (PSB) via the submission of Registration card and through computer link.
Any other requirement to do so must have the approval from the Front Office Manager. Procedure
Whereabouts of In-house guests:
1.When approached by a member of the public, on disclosing the whereabouts of
hotel guest, staff should check the system if there is prior instruction from guest.
Examples like “INCO” –do not disclose, “SCREEN” –screen all calls etc should be strictly adhered to. These scripting should then be used:
- INCO “I am sorry sir, there is no such person registered with the hotel”
-SCREEN “May I have your name and company you work for and I will try to reach Mr xxx” Then go to the back office to contact the guest and
check if he would like to take this call otherwise advise visitor to leave a
message.
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FRONT OFFICE RECEPTION OPERATIONS MANUAL
GENERAL POLICIES & PROCEDURES
2.If guest is registered with the hotel, the staff can put the call through to his room
but NOT DISCLOSE guest’s room number to the visitor. This scripting should then be used:
-“For security reasons, I am not ab le to disclose the guest room number, however, I can assist by putting you through to his room.” Ensure that
when dialing for the room, the access is not noticeable.
Checking in Single female or elderly guests:
1.Always block room near the lift and nearest to any hotel reception counters if
there is no special request from guest.
2.When explaining guest’s room’s number and location, ensure there is no
strangers loitering nearby who could overhear the conversation.
Request disclosure of guest details or bills
1.Should there be any request to mail / fax guest details or bills to a third party,
authorization should be given from the guest himself via written notice. His signature will then be counterchecked with the one on the registration card prior to any disclosure.
2.If the request is from the guest himself via the telephone the staff must explain
to the guest that a written notice is still needed for security reason. Of course, this practice can be over-ridden based on discretion of the Assistant Manager. 3.S hould a member of the public request to pay for a guest’s bill without any
knowledge from the guest, the cashier must inform the guest to seek his consent first. In the event that the guest cannot be located, then the visitor can leave behind his business card; a signed credit card imprint with written authorization to charge him. The staff will reassure the visitor that once the guest agrees to this arrangement, the bills with the processed charge form will be forwarded to the visitor. No other details e.g. room rates, guest’s details should be revealed at any point.
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FRONT OFFICE RECEPTION OPERATIONS MANUAL
GENERAL POLICIES & PROCEDURES
Public Area
1.It is every staff’s responsibility to be alert of strangers loitering around the
guests’ floors, lobby area or other public area of the hotel. These sightings should be immediately reported to the security. For safety reasons, at no time should the staff approach or follow these characters.
2.Whenever discussing guest’s stay, ensure room numbers and status of guests is
not mentioned whenever in the public area.
Prepared by James Fan Date 01 Jun 2006 Approved by Date
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