Front OfficeSOP6 min read
Guest Privacy & Data Request Procedure
Protect guest privacy when a caller, visitor or third party asks for information.
PRIMARY ROLEFront Office Supervisor
USE WHENGuest Information Request
Operating standard
- 01
Do not confirm a guest’s stay, room number, contact details or movement without approved verification.
- 02
Use the property’s approved verification process before discussing any permitted account or reservation detail.
- 03
Escalate requests involving law enforcement, legal process, media, safety or a missing person immediately.
- 04
Record the request, verification method, information released and approving manager when disclosure is permitted.
- 05
Refer recurring questions or unclear requests to the hotel privacy lead before responding.