Week 2 - August | Guest Safety & Privacy

You may issue a room key to someone who is not registered to the room as long as they verify that they are the spouse of the registered guest.

• true
• false

Answer explanation

False. You may NOT issue a room key to someone who is not registered to the room, even if they are the spouse of the registered guest. Only registered guests should be issued room keys.

Positive ID includes:

• A credit card
• Government issued photo bearing ID
• Social Security card
• All of the above

Answer explanation

Government issued photo bearing ID. Positive ID includes a government issued photo ID, or verification of the registration information and signature comparison with the registration card.

If a person claiming to be a guest asks to be let into a room, you should:

• Use your key to let them in because guests expect good customer service
• Use your key to let them in because your boss will expect you to do so
• Refer them to the front desk to get a replacement key
• Call security immediately

Answer explanation

Refer them to the front desk to get a replacement key. Never use your own key to let anyone into a room.

To protect a guest’s privacy, an employee should:

• Announce the guest’s room number
• Call guests to report items found in the room
• Write the room number on the inside of the key envelope.
• Both (A) and (B).

Answer explanation

The employee should write the room number on the inside of the key envelope and direct the guest’s attention to the number by pointing to it and saying, “Here is your room number.”

Information about a guest may be given over the phone.

• true
• false

Answer explanation

False. Never give information about a guest over the phone.

Before forwarding a call to a guestroom, employees should:

• Ask the caller for the first and last name of the guest.
• Check the registration to verify that the guest is staying in that room
• Transfer the caller only after verifying the guest is staying in that room.
• All of the Above

Answer explanation

All of the above. Ask the caller for the first and last name of the guest. Verify the name of the guest against the registration information. Transfer the caller only after verifying the guest is staying in that room.

If law enforcement request information about a guest, employees should:

• Refer them to the General Manager or Manager on Duty.
• Announce the room number.
• Tell them to return when the General Manager is on property

Answer explanation

Refer them to the General Manager or Manager on Duty.

Employees may give guestroom access to law enforcement if a crime is in progress or they are shown a search warrant.

• true
• false

Answer explanation

True. Do not give access to guestrooms unless a crime is in progress, you are provided with a search or arrest warrant, the guest has checked out, or you are ordered to by law enforcement.