When guests stay in our hotel, they are counting on us to ensure their safety and protect their privacy. The best way to do this is to consistently follow proper procedure. Do your part by following these rules:
Guest Check-In
Never announce the guest’s room number. Doing so tells everyone in the lobby exactly where the guest is staying. This may be just the information a criminal needs to commit a crime. Instead, always write the room number down on the inside of the guest key envelope and direct the guest’s attention to the number by pointing to it and saying, “Here is your room number.”
Telephone Procedures
When an outside caller asks to be connected to a guest’s room, always ask the caller for the first and last name of the guest. Then, check the name against the registration. Only transfer the call after you have verified that the guest is in fact staying in that room.
Never provide room numbers, credit card information, or any other details about a guest over the phone.
Never call guests to report lost and found items. The guest may not want others to know that they were at the hotel.
Opening Doors
Never use your key to open a door for anyone claiming to be a guest. If the person has a right to be in the room, they should have a key. If they do not, refer them to the front desk where they can obtain a replacement key.
Never use your key to open a door for anyone, including co-workers. If property goes missing from a room, you will be held responsible if you used your key to open the door for a thief.
Replacement Keys
Never provide a replacement key to someone who is not registered to the room. This includes spouses, children, or other relatives. Just because last names match does not mean that the guest wants that person to have access to their room. Remember, many abused women flee to hotels for safety and the safety of their children.
When issuing a replacement key, always establish positive identification. Do this by checking a government issued, photo bearing ID such as a driver’s license or a passport. However, if the person claims that their photo ID is in the room, follow these steps:
- Verify registration information such as home address, method of payment, and length of stay.
- Have the guest sign a piece of paper and then compare the signature to the one on the registration card. If it matches, continue to the next step...
- Give the replacement key to a member of security or management who should then escort the person to their room. Once in the room, the guest should provide their photo ID to the staff member. When positive identification has been established, the key may be given to the guest.
Law Enforcement Inquiries
If law enforcement requests information about a guest, refer them to the General Manager or Manager on Duty. If that person is not available, follow these steps:
- Confirm that the person is staying in the hotel.
- Refer the officer to a house phone and ask that they call the guest in the room.
Never give access to guestrooms unless a crime is in progress, you are provided with a search or arrest warrant, the guest has checked out, or you are ordered to do so by law enforcement.
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