Guest Ban Alerts – Guest Risk Score

Guest Risk Score – Standard Operating Procedures for Managing Guest Risk

The Guest Risk Score feature in Guest Ban helps your hotel assess potential risks associated with guests during check-in by assigning a risk score based on the guest’s past behavior across properties using Guest Ban. The score ranges from 0 to 100 and provides valuable insights to your team, allowing for informed decisions about guest management, closer monitoring, and proactive actions.

However, the Guest Risk Score is for informational purposes only and should not be used as the sole basis for denying service to a guest. It is designed to support your staff in making better decisions but must be used in combination with your hotel’s specific policies and procedures.

What is the Guest Risk Score?

The Guest Risk Score is a predictive tool that analyzes a guest’s previous behavior, including past offenses, to estimate the likelihood of potential issues such as property damage, smoking in rooms, chargebacks, or fraud.

• Score Range:
  • 0-100, where a higher score indicates a greater potential risk.
  • Example: A guest with a score of 40 or above may require closer monitoring or additional precautions, such as securing a higher deposit.

Key Procedures for Addressing Guest Risk Scores:

1. Discretion and Professionalism:

• The Guest Risk Score is displayed during the check-in process but should not be shared with the guest. Continue check-in normally and avoid drawing attention to the score.
• The Guest Risk Score is intended for internal use to help your team make better decisions, but it must be handled discreetly and professionally.

2. Monitoring and Action:

• Depending on the risk score, your hotel may decide to place flagged guests under extra observation or take actions like securing larger deposits or requiring authorization holds on credit cards.
• Use the Guest Risk Score in combination with your hotel’s specific policies to guide how you handle each situation.

3. Informational Nature of the Score:

• Remember that the Guest Risk Score is informational only and should not be the sole reason for denying a guest. While it can inform decisions about guest interactions, any actions should align with your property’s established protocols and local regulations.

Hotel Policy Recommendations for Handling Guest Risk Scores:

Hotels should develop clear policies on how to handle guests based on their risk scores while keeping in mind that the score is a tool for supplemental insight, not a definitive judgment.

1. Extra Monitoring for High-Risk Guests:

• For guests with risk scores above a defined threshold (e.g., 40 or higher), it’s recommended to place them under closer observation by front desk staff, management, or security.
• Inform key departments (e.g., housekeeping, maintenance) to be more vigilant in monitoring these guests.

2. Secure Authorizations and Deposits:

• For guests flagged with higher risk scores, consider requiring higher credit card authorizations or larger security deposits to mitigate the risk of financial losses from room damage, chargebacks, or unpaid bills.
• Ensure these policies are clear to both staff and guests to avoid confusion or disputes.

3. Proactive Measures for High-Risk Guests:

• Consider assigning rooms to high-risk guests in areas where they can be more easily monitored (e.g., closer to the front desk or security).
• For guests with very high scores, review their profiles thoroughly and involve management in decisions about whether additional precautions or restrictions are necessary.

4. Denying Accommodation Based on Risk Score:

• While the Guest Risk Score is not a sole justification for denying service, it may be considered alongside other factors (e.g., past incidents, refusal to comply with hotel policies). If your hotel decides to deny accommodation, ensure the decision is escalated to management and is consistent with your policies and local regulations.

Understanding the Guest Risk Score System:

The Guest Risk Score is based on an offense points system. Below is an example of how offenses are categorized and their associated points:

Using Guest Risk Scores Effectively:

1. During Check-In:
   • The Guest Risk Score is visible when a guest checks in, providing you with quick insights into potential risk. However, take care to balance this information with your hotel’s policies, particularly when handling higher scores.
   • Use the score as part of a broader evaluation, considering the guest’s current behavior, reservation details, and any additional alerts or flags.
2. After Check-In:
   • Continue to monitor guests with high-risk scores throughout their stay. Keep management informed of any changes or issues that arise.
   • If further concerns arise (e.g., noise complaints, room damage), take appropriate actions based on your policies.
3. Adjusting Policies Based on Risk Score:
   • If the guest’s behavior raises additional concerns during their stay, policies may need to be adjusted accordingly. For example, additional fees or deposits may be justified for guests flagged as repeat offenders.

Why Use Guest Risk Scores?

• Proactive Guest Management: The Guest Risk Score allows hotels to anticipate potential issues, taking preemptive steps to prevent incidents before they occur.
• Improved Security: By being more vigilant with higher-risk guests, your property can prevent security risks like damage, disruptive behavior, or fraud.
• Financial Protection: Securing higher deposits or authorizations for flagged guests reduces the risk of financial loss from unpaid bills, room damage, or chargebacks.

Staff Training Recommendations:

1. Training for Front Desk Staff:
   • Ensure all front desk staff are trained to interpret Guest Risk Scores and understand how to use them alongside hotel policies to make balanced decisions.
   • Reinforce that the score is informational and should be used in context, not as the sole basis for denying service.
2. Communication with Guests:
   • The Guest Risk Score should never be shared with guests. Any actions taken based on the score should be carried out discreetly, ensuring that the guest is treated professionally.