HANDLE SILENT BOOKING

OBJECTIVE:

If a guest chooses to register themselves as a Silent Booking, it is our responsibility to ensure their privacy is respected at all times.

PROCEDURE:

It is very important to make yourself aware of Silent Bookings at the beginning of each shift to ensure that the guest’s service is not compromised in any way.

At Check In:

Any guest who requests not to be called or disturbed during they stay is known internally as a ‘Silent Booking’.

To identify the guest’s preference, it must be noted in the PMS. To do this, add “SL” Silent Booking in the Specials field or remark "confidential"

Should someone telephone / arrive at the hotel to speak with a Silent Booking guest, the below steps must be observed:

No staff member is to acknowledge that a “Silent” guest is registered UNLESS the guest’s correct Confirmation Number and Name is quoted by the caller.

If a caller does not have the above information, the operator is to use the standard phrase:“I am sorry Sir/Madam; The hotel has no guest listed by that name”.

Should the caller persist by saying “I spoke to him this morning”, the operator is to answer:“I am sorry Sir/Madam; it appears we have no reservation for this guest. However, if you would like to leave a message in the event that Mr/Mrs/Ms..............should check-in, you are more than welcome?”

Any messages may then be passed on to the “Silent” guest.

Security is to be advised of all Silent Bookings.