The Role of The Front Office
A security program is most effective when all employees participate in the hotel's
security efforts. Front office staff play a paticularly important role. Front desk
agent, door attendants, bellpersons, and parking attendantshave the oppurtunity to
observe all persons entering or departing the premises. Suspicious activities or
circumstances involving a guest or visitor should be reported to the hotel's security
department or a designated staff member.
Several procedures front desk agents should use to protect guests and property have
already been mentioned. For example, front desk agents should never give keys, room
numbers, messages, or mail to anyone requesting them without first requiring appropriate
identification. Similiarly, the front desk agent should not announce an arriving guest's
room number.
Guest's may be further proteceted if the front office prohibits staff members frrom
providing guest information to callers or visitors. Generally, front desk agent should
not mention guest room numbers. People calling guest's at the hotel should be directly
connected to the appropriate guestroom without being informed of the room number.
Conversely, someone asking for a specific room number over the telephone should never be
connected until the caller identifies whom he or she is calling and the hotel employee
verifies the identity of the person in the room requested. A person inquiring at the
front desk about a guest may be asked to use the house phones so that they connect only
to the hotel operator. The caller can then be properly screened to provideadditional
security.
Front office staff may also inform guest's of personal precautions they may take. For
example, front desk agents may suggest that guests hide and secure any valuables left in
their cars. Bellpersons accompanying the guest to a room generally provide instructions
on the operation of in-room equipment. The bellpersons may also review any decals or
notices in the room relating to guest security. This should always include emergency
evacuation paths and procedures. The front office may provide the guests with flyers
containing safety tips, such as the example shown in exhibit 6.5.
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