CONFIDENTIAL INFORMATION (FO Dept)

What should you do if a guest provides their passport and credit card details at check-in?

• Store them in an unlocked drawer
• Store securely in the Property Management System (PMS) and shred paper copies when no longer needed
• Leave them on the front desk in case they need to be used later
• Make copies and keep them indefinitely for reference

If a third-party travel agent requests guest booking information, what is the correct procedure?

• Provide all details including guest personal information
• Refuse to share any information at all
• Only share necessary booking details (like stay dates) after verifying the agent's authorization
• Ask the guest to handle it themselves

How should you handle payment information like credit card details?

• Share it freely through email
• Write it down for future reference
• Ensure only authorized personnel process the payment and never share details via unsecured channels
• Keep it stored in a notebook for easy access

A guest calls asking for another guest's room number. What should you do?

• Provide the room number immediately
• Ask the guest to call back later
• Politely refuse to share any guest information over the phone
• Give the room number if the guest sounds trustworthy

What is the appropriate action if a guest requests access to their personal data?

• Give the data immediately without any verification
• Verify the guest's identity and provide access only after receiving formal consent
• Refuse the request entirely
• Ask a colleague to handle it

In case of a law enforcement request for guest information, how should you respond?

• Provide the information immediately without verification
• Politely request official documentation before sharing any information and notify hotel management
• Ignore the request
• Share the information only if the officer is in uniform

If a guest loses their passport or ID, what steps should you follow?

• Immediately call the authorities
• Securely store the lost item in the Lost & Found and contact the guest directly
• Give it to the next guest
• Discard it after 24 hours

How should you respond if a guest requests not to store their personal data?

• Respect their request and delete or anonymize their data after their stay
• Store the data for future marketing purposes
• Ignore the request
• Keep the data for legal reasons only without informing the guest

What should you do if someone asks for information about the hotel's pricing or brand partnerships?

• Share all details to maintain transparency
• Politely inform them that this information is confidential and refer them to management if necessary
• Share the information only with colleagues
• Tell them you don't know

What is the best practice for logging into the Property Management System (PMS)?

• Keep it logged in all day for easy access
• Share your login credentials with colleagues
• Only authorized personnel can access the PMS and ensure you log out when not in use
• Allow guests to view the system for transparency