Guest Privacy & Security Guidelines for Call Centre Agents

Purpose

• Ensure compliance with Security and Guest Privacy Policies during guest interactions.

• Make guests feel safe and confident that their personal information is protected.

Guest Privacy Policy

• Never share guest information with callers, including:

  • Room number

  • Guest name

  • Company name

  • Arrival/departure details

  • Details about who is sharing the room

• If a caller insists on guest information, politely inform them:
  “For security and privacy reasons, we cannot share guest information.”

• Escalate difficult situations to Team Leaders.

Checking or Verifying Guest Details

• Sometimes you may need guest details to complete tasks like restaurant reservations or transferring a call.

• Never provide information yourself. Instead, ask the guest/caller to confirm their details.

Example:

• Correct: “May I please confirm your email address?”

• Incorrect: “Is your email guestxxx@gmail.com?”

Also in Sevenrooms, if the booker insists, agent to ensure to add INCOGNITO client profile tag. Also to ensure adding instructions from the guest in Client Profile.

While handling reservation or query about such guests, agent should take a note of red tag immediately before taking any action, agent MUST NEVER confirm by saying “YES” or “SHARE” any information with callers till Client Profile Notes are fully read and understood to proceed with relevant action based on the notes.

Special Requests by Third Parties

Requests may come from agencies, relatives, or company representatives:

• If a caller claims to be a relative/family member of an in-house guest, you may take the request but do not share any other guest information.

• Confirm and record the following before sending to the relevant department:

  • Guest last and first name

  • Arrival and departure dates

  • Travel agency/company name

  • Confirmation number

Requests for Guest ID/Passport

• Only provide copies if requested by the guest themselves.

• Do not give any information from your end; all verification must come from the guest.

• Copies can only be sent to the registered email in Opera.

Requests for Guest Bills

• Bills may be provided if the caller can provide proper guest verification.

• Always send to the registered email address in Opera.

Handling Guests with INCOGNITO Status

• Never confirm or share information about guests who requested INCOGNITO status.

• This applies to in-house, arriving, or departed guests.

Travel Agent or Company Inquiries

• Ask the purpose of the inquiry.

• Verify guest first and last name in Opera.

• Inform the caller:
  “For security reasons, we cannot share guest information.”

• Examples:

  1. Caller asking if guest has arrived: Place the caller on hold, contact the guest, and request permission to connect the call.

  2. Caller asking for stay details (check-out date, length of stay, etc.): Politely decline and escalate if persistent.

Celebrity Guests

• Always maintain INCOGNITO status.

• Direct calls to the guest’s butler; do not confirm any information.

• Taking photos or requesting autographs is strictly prohibited.

Suspicious Callers (Fishing for Information)

• Ask: “May I know the purpose of your inquiry?”

• Report suspicious calls to the on-duty Team Leader.

Colleague Information & Internal Designations

• Do not share colleague details or designations due to privacy/security.

• Offer to connect the caller with the appropriate department.

• If caller asks for the Managing Director or General Manager:

  • Can provide name only.

  • Redirect calls to their Executive Assistant.

Dubai Police or Security Inquiries

• Transfer the call immediately to the Manager on Duty of Security.

• Do not share any details about colleagues or guests.

• If refused, take contact details, offer a callback, and email the security duty manager.

Key Reminders for Agents:

• Always protect guest privacy.

• Escalate whenever unsure.

• Be polite, professional, and clear.

• Never share guest information without proper verification or authorization.