In recent years, identity theft and the misuse of other’s personal information has been an increasing threat to any business handling customer/guest information. The hospitality industry is certainly no exception. By acknowledging this threat, there are several precautions which can be exercised to limit the vulnerability of guest information and maintain guest privacy.
These threats include perpetrators who may target a hotel as a non- guest, a guest, or an employee. In all three cases, it is essential that guests’ names, address, credit card information, and other personal information are protected.
Sensitive Document Retention and Storage
Items containing sensitive guest information such as emergency reports, audit packs and computer back-up tapes require special handling to minimize the potential of a breach. Daily emergency reports should be completely shredded before disposal. Computer back-up tapes should be locked in a limited access safe or room. Likewise, audit packs should be locked in storage areas with access limited to select members of the accounting staff. In addition, audit pack storage should be limited to record retention guidelines to reduce the amount of guest information at- risk should a breach occur. When disposing of documents containing guest information, they should be shredded in-house or handled by a reputable third-party document management company to ensure information can not be recovered.
Check-In/Out Documents
Special care should be taken with Priority Club Check-In folders, Express Check-Out folders, and registration information contained in the bucket (front desk) to ensure information is inaccessible. Documents should be both out-of-reach and out-of sight from non-employees. For Express Check-Out folders this means sliding the folio completely under the door so it may not be retrieved from the hallway.
Room Assignment Sheets
Whether used for advanced room assignments at the front desk or room status sheets used in Housekeeping or Engineering, these documents should be handled with care. Advanced Room Assignment sheets at the Front Desk should be kept out-of-reach and out-of-sight from the lobby side of the desk. Room Assignment sheets provided to Housekeeping and other departments should not contain the guest names. Room Assignment sheets generated from most property management systems (PMS) can typically be altered to remove this column from the list.
Though certain departments may have more contact with guest information than others, it is the responsibility of all hotel employees to make sure guest information is secure. If you find an area where information is accessible, immediately tell your supervisor or the Manager on Duty so the situation can be corrected.
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