ETHICAL

STANDARDS FOR
GUEST SECURITY
HOUSEKEEPING 2
AND
LESSON 7

CONFIDENTIALITY
EASTER EGG
SURPRISE GAME
What’s the biggest lie
you have ever told to
your parent?
 Have you ever told a
secret of someone to
anyone? if yes why? if
no why not? :D
Have you ever said, “I love
you” even though you did
not mean it?
What is your current
secret that you are
willing to tell
everybody here?
 What was the last promise
you made that you ended up
breaking? 
Do you gossip
with your
friends? 
can you be
trusted?
What would you do if you
found out your best friend
was the one cheating on
your partner?
Do you listen when others
speak or plan out what
you are going to say while
they’re talking?
 Is there anyone you
care about more than
yourself?
TRUS
T
LESSON OBJECTIVES
 To determine how to keep the following:
• PRIVACY of the guests
• SECURITY of the guests
• CONFIDENTIALITY of the guest’s
information
1.
Security of the
guest
 DO YOU BELIEVE IN THE SAYING?

“
A butler plays a crucial role in keeping
guests safe and secured…
 ??????
??????
How do BUTLERS
keep them SAFE

??????
??????
ALWAYS KEEP THEM SAFE AND SATISFIED
 HOW TO AVOID THREAT TO
THE SECURITY OF THE
GUESTS:
Guests may leave their guest room keys or key cards to their personal hotel butlers
Valuable items of guests may be stored in a security safe if guests request to do so
Unauthorized person must be prevented from entering the guest room
The butler may organize security arrangements for VIP guests.
2.
Privacy of the
Guest
Privacy
Rights:
having personal space
freedom in their room
freedom in any interference and
attention of the public

Some guest are wishing

to be INCOGNITO…
 TIPS
HOW TO keep the privacy of the guest
1. Adhere to the privacy
request of the guest.
2. The location/guest room
number of guests must
never be DIVULGED.
 3. Other guests or any unauthorized
personnel must not be allowed to enter the
guest room or come near the location of the
4. Details about expected calls
must be gathered
 • Housekeeping • Security Guards
Attendants

• Butlers

• Front Office

5. Coordinate with other personnel in the

hotel especially if it’s about guest’s privacy.
3.
Confidentiality of
the guest’s
information
 personal Restricted

“confidential” secret
PRIVATE quiet
 TIPS
To keep guest’s information
confidential
1.
Any information said
by the guest must
never be disclosed to
anyone
2.
Any thing seen in the
guest room and
luggage must not be
divulged!
3.
Butler must refuse to
share information
especially when
someone insist to get
it
4.A butler must not
disclose any
observation about the
guests
 “Respecting privacy and keeping
confidentiality of guest information is
very important as these may break
trust and confidence of guest not only
to a butler but also to hotel
establishments”
THANK YOU FOR LISTENING