Front_Office_Operations

Chapter 7– Security and safety responsibilities

Data privacy protection

4.1 The Data Protection Act

Especially with the advent of computerised record-keeping systems, fears have arisen with regard to: access to personal information by unauthorised parties; the ,likelihood that an individual could be harmed by the existence of data which was inaccurate, misleading or sensitive (e.g.. credit or medical data); and the possibility that personal information could be used for purposes other than those for which it was requested and disclosed (e.g.. sold to marketing agencies).

The Data Protection Act 1998 addressed these concerns. The law is an attempt to protect individuals (not corporate bodies) in regard to the gathering, storage and use of personal data (information about a living individual, including both facts and expressions of opinion) which are processed in such a way as to enable individual records to be systematically accessed. As you can see this would apply to hotels, which must register with the Information Commissioner as 'data controller’.

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Chapter 7– Security and safety responsibilities

Data privacy protection

4.1 The Data Protection Act continued…

Data controllers have to comply with eight principles, to ensure that all personal information is:

●Fairly and lawfully obtained and processed

●Processed and held only for one or more specified (registered) purposes

●Adequate, relevant and not excessive in relation to its specified purpose

●Accurate (correct and not misleading as to matters of fact) and up-to-date

●Not kept for longer than is necessary for its specified purpose

●Processed in line with the rights of the individual:

–To be informed that his personal data is being held, and the purpose(s) for which it is being held

–To have access to personal data on request

–To have personal data corrected or erased, if they are inaccurate or contain expressions of opinion based on inaccurate information

–To prevent the use of personal data for unsolicited direct marketing

●Secure from unauthorised access, alteration, disclosure or destruction

●Not transferred to countries outside the European Economic Area, except to countries

where the rights of data subjects can be adequately protected.

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Chapter 7– Security and safety responsibilities

Data privacy protection

4.1 The Data Protection Act continued…

Protecting guest information

Front office staff will need observe internal data security procedures such as:

●Not leaving guest records or correspondence where they can be seen or accessed by unauthorised persons (e.g.. prior to filing, or when being consulted).

●Not giving guest (or staff) details to unauthorised enquirers - including other staff members.

●Using passwords, where advised, to secure computers and data files.

●Not sharing computer passwords (or filing cabinet keys) with unauthorised people.

●Selecting communication methods to protect confidentiality: avoid posting information on notice boards, or discussing it in an open office area, if it should be regarded as private and confidential.

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Chapter 7– Security and safety responsibilities

Data privacy protection

4.2 Protecting guest privacy

Privacy may be a major issue for some guests, including VIPs (who may have a particular stake in avoiding the attention of the press or general public) and guests who may be in places or which other people that they don't want others to know about (which, within reason, is entirely their business)

Front office staff should certainly not be responsible for ‘tipping off’ press or members of the general public to the presence of a VIP guest in the hotel. Any request for information about guests (even as simple as 'do you have a Mr. X staying in the hotel?) should be handled with caution, and in no circumstances should room or telephone extension numbers, or details of the guest’s whereabouts, be given out without the guest's prior and express permission.

Famous guests may be pestered by press and fans in public areas, and it is part of the hotel’s hospitality to prevent this from happening as far as possible: e.g.. by providing private check-in, security escort, private dining rooms and so on.

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Chapter 7– Security and safety responsibilities

Data privacy protection

4.2 Protecting guest privacy continued…

In general, tact will have to be exercised With all guests. Reception staff may suspect that 'Mr. Smith is not the real name of a registering guest: this may be generally accepted, but if there is any suspicion a false name is being used With Intent to defraud (e.g.. using a stolen credit card), or that the person may be wanted by police under their real name, proof of Identity may be requested. Reception staff may equally suspect that 'Mr. and Mrs. Smith' are not really married – but is nobody's business but their own. Confidentiality is part of the hotel’sduty of care.

Guests' requests for privacy –(e.g.. putting a 'Do Not Di notice on the door of their room, or requesting switchboard to hold a telephone calls - should be respected by hotel staff where possible.

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Chapter 7– Security and safety responsibilities

Protection of guest belongings

5.Protection of guest belongings

5.1Hotel safe

5.2Safety-deposit boxes

5.3Individual room safes

5.4Lost property

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Chapter 7– Security and safety responsibilities

Protection of guest belongings

According to the Hotel Proprietors Act 1956, a hotel proprietor may be liable for loss or damage to a guest's property while on the premises (not including cars or their contents), This liability can be limited to £50 in respect of any single article and £100 for anyone guest - provided that a special notice has been displayed, warning guests of the limited liability and advising them to use the safe deposit provision for items of value. However, if the property was deposited (or offered for deposit) for safe custody by the hotel - or if the loss or damage was caused by negligence or actions of the hotel - then the hotel is fully liable.

What this means in practice is that:

●The hotel is directly responsible for the safekeeping of articles offered for safe deposit by guests: it is bound to accept them for safekeeping, or shoulder the risk of their loss or damage. Most hotels, therefore, have a safe or deposit box installed in the front or back office area addition to in-room safes for the independent use of guests

●The hotel is directly responsible for the safekeeping of articles deposited by guests: proper procedures must be operated by trained and trustworthy staff, in order to maintain adequate security.

●The hotel needs to post the statutory notices, warning guests of their rights and the l

imited liability of the hotel, in each room

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Chapter 7– Security and safety responsibilities

Protection of guest belongings

5.1 Hotel safe

A small hotel may simply offer guests the facility to place their documents or valuables in the hotel safe, usually in the cashier's office. In such a case:

●The guest is generally given a deposit envelope, into which they seal their property and write their signature across the seal (so that any attempt at tampering will be evident).

●The cashier writes the guest's name and room number on the envelope, and issues the guest with a receipt for 'one sealed envelope' (the cashier doesn't need to make a detailed inventory of the contents). The receipt is signed by both the cashier and the guest.

●The receipt number is written on the envelope, and the envelope is deposited in the safe

When the guest wants the property back:

●(S)he presents the receipt, and the cashier withdraws the relevant envelope from the safe

●The guest verifies that the envelope has been returned with the seal intact, and signs receipt book, allowing the cashier to verify the guest's signature - and leaving a record of the completed transaction.

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Chapter 7– Security and safety responsibilities

Protection of guest belongings

5.2 Safety-deposit boxes

Larger hotels may offer individual safety-deposit boxes (as in a bank), which are locked and unlocked only by using two keys, simultaneously. One key, specific to a particular box, is issued to the guest and the other is a master key held by the cashier.

A sate deposit index card is usually filled out with the guest's name, address and room number, and the number of the box. On issuing of the guest key, and each time the contents of the box are accessed, the date and time is logged, and the guest's signature is obtained (allowing it to be verified) with the countersignature of the cashier. Both parties are then present, as both keys are used to unlock the box.

When the guest finally takes the contents of the box back into his possession, he signs a receipt (often part of the safe deposit index card), acknowledging that he has received the contents of the box and released possession of the box and key.

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Chapter 7– Security and safety responsibilities

Protection of guest belongings

5.3 Individual room safes

As an alternative to guests' giving the hotel custody of their valuables, guests may be provided with an in-room safe (often located in a cabinet or wardrobe, out of immediate sight).

Most modern guest safes are operated using a numerical touch pad and small display screen. The machine instructs the guest to close the safe door, and use the key pad to programme in his or her own access code: the safe door locks. The same access code must then be entered to unlock the safe. This means that a new code can be entered each time the safe is used: secure, easy and flexible.

Most systems have an emergency facility to open the safe if a guest forgets the access code: hotel management may have access to a default code, or the safe manufacturer may have to be contacted for one. But, basically, it is the guest's responsibility to remember the code.

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