The Role Of The Front Office


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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.

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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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