More often than not, a lot of inquiries made at the reception regarding the hotel guests. Security measures are a great concern here. At any point of time, no information on a hotel guest can be revealed to anyone unless with the consent of the supervisory level or management. Most of the time, this is dealt on a case to case basis.
In the event of an inquiry of a hotel guest, the following step must be observed:
If the reception counter is not busy, offer to make the phone calls for the guest.
Confirm with him the surname of the person that he’s looking for.
Get the company's name, and name of the guest that's making the enquiry.
If there's reply from the guest room, inform the guest that Mr. X from ABC company wishes
to speak to him before putting the call to the enquiring guest.
Should there be no reply, inform the enquiring guest politely and offer to take a message for the guest (check location)
In the event that the enquiring guest request for the room number, DO NOT
REVEAL the room number or any other information that might jeopardize the safety
and security of the hotel guest.
Inform the guest politely that it's against the hotel policy to reveal guest room number due to security measures. Offer to take a message.
If the receptionist is busy, advise guest to use the house phones.