SAS 13MGP

Summary

The script emphasizes the importance of maintaining guest privacy in a hotel setting. It instructs staff to avoid disclosing room numbers aloud during registration, instead writing the number discreetly on the key packet. When handling phone calls, staff must confirm the guest’s name before connecting them to a room, ensuring confidentiality and security.

Takeaways

• 🔒 **Privacy is Key**: The identity and room number of guests are considered privileged information.
• 🙅‍♂️ **No Disclosure**: Do not disclose guest information over the phone or in person.
• 🤫 **Quiet Registration**: Avoid saying the room number out loud during registration.
• 📝 **Write It Down**: Write the room number on the back of the key packet instead of speaking it.
• 👉 **Inform Guests**: Inform guests that their room number is on the packet.
• 🏢 **Room Location Guidance**: Provide directions to the room without disclosing the number verbally.
• 📞 **Handle Calls Carefully**: Do not disclose a guest's room number when taking calls by name.
• 🔎 **Verify Caller Identity**: Ask for the correct guest's name before connecting a call to a specific room.
• 🗣️ **Polite Inquiry**: Politely request the caller's name when they ask for a room number.
• 🔗 **Immediate Connection**: Once the guest's identity is confirmed, connect the call immediately.

Q & A

Why is the guest's room number considered privileged information?

The guest's room number is considered privileged information to protect their privacy and security, preventing unauthorized access to their room.

What should a hotel staff member do when registering a guest to avoid disclosing their room number?

When registering a guest, the staff should not say the room number out loud. Instead, they should write it on the back of the key packet and inform the guest that their room number is on the packet.

How should hotel staff handle telephone calls for a guest by name?

When handling telephone calls for a guest by name, staff should not disclose the room number. They should ask for the correct guest's name before connecting the call.

What is the procedure when a caller asks to be connected to a specific room?

When a caller asks to be connected to a specific room, the staff should first ask for the correct guest's name to verify the caller's identity before connecting them.

Why is it important not to say the room number out loud during registration?

Saying the room number out loud could risk someone overhearing it, which could lead to security breaches or privacy violations.

What is the correct response when a guest asks for their room number during registration?

The correct response is to inform the guest that their room number is on the packet and guide them to where it is written.

What is the significance of writing the room number on the back of the key packet?

Writing the room number on the back of the key packet ensures that it is only visible to the guest, maintaining privacy.

How should hotel staff direct guests to their rooms without disclosing the room number verbally?

Staff should provide directions to the room without mentioning the room number, such as 'Your room is on the first floor, down the hall on your left.'

What is the purpose of asking for the guest's name before connecting a call to a specific room?

Asking for the guest's name verifies that the caller has legitimate reason to connect with the guest and prevents unauthorized individuals from reaching them.

What should a hotel staff member do if they suspect someone is trying to obtain a guest's room number without proper authorization?

If a staff member suspects unauthorized attempts to obtain a guest's room number, they should follow hotel security protocols, which may include notifying a supervisor or security personnel.

How can hotel staff ensure that they are following the script's guidelines for handling guest information?

Hotel staff can ensure they are following the guidelines by being mindful of when and how they share guest information, always prioritizing privacy and security.