STANDARD OPERATING PROCEDURES (SOP)

SOP Title: How to Manage Guest Privacy

Department: Front Office SOP Owner: Rooms Division Manager
(Designation)
Who needs to know  FOM, AFOM, Duty Manager, Night Manager
this SOP:  All Front Office and Guest Relations , All Butler Team
Related Documents:

Procedure Remarks
(use short and simple description, pictures, flow charts or other illustrations)

 Guest details are strictly confidential. It is the hotel’s policy that no

details are to be disclosed.

 Always confirm the Guest Status, there are two types: Incognito –
Guest to be considered as not staying with us. Confidential – Guest
wants calls to be screened Guest request for privacy is of
primary importance.
 In both cases, update the status in the telephone operator function in
Fidelio.
Under no circumstances should
 If a guest requests for any of the above statuses a password is to be guest details be disclosed to
agreed with him in case he wishes to contact his own suite from anybody.
outside of the Hotel.

 If the caller insists to be connected to the Guest concerned with the

correct name and room number, we will still maintain the guest’s
desired confidential status, unless specified instructions are received
from the guest for such instances.

 All calls for these guests must be handled very carefully in order to
avoid misunderstanding to the caller and in order to avoid
inconvenience to our hotel guests. Suspicious, repetitive phone calls
to guest rooms to be monitored and the caller are number to be
communicated to Security.

SOP/BUT/003/9Feb 2008 Page 1