Local Alerts – Standard Operating Procedures for Guests from Local Areas
The Local Alerts feature in Guest Ban helps notify your front desk team when a guest checking in is from a specific geographic area around your hotel. These alerts can help improve security and guest management by providing real-time insights about guests from your selected radius. This guide will walk you through the procedures for handling Local Alerts effectively and professionally.
What are Local Alerts?
Local Alerts are triggered when a guest ID scanned at check-in matches a location within a pre-defined radius around your hotel’s zipcode. This feature allows staff to monitor and be aware of guests from nearby areas, which can be helpful in identifying potential risks or taking extra precautions.
Key Procedures for Addressing Local Alerts:
1. Discretion and Professionalism:
- When a Local Alert is triggered, a popup notification will appear on your screen, alerting the front desk team. In addition, an email notification may be sent to management if enabled.
- Continue the check-in process professionally, just as you would with any guest. Avoid drawing attention to the alert to prevent discomfort or concern for the guest.
2. Monitoring and Observation:
- Once the guest has been checked in, make a note of the Local Alert and consider placing the guest under extra observation during their stay. Local guests may be staying at your property for various reasons, and some might pose a potential risk depending on their history or behavior.
- Hotels can customize their approach to local alerts based on their internal policies, which may include monitoring specific guests more closely or flagging certain behaviors for further review.
Hotel Policy Recommendations for Local Alerts:
Hotels should develop internal policies regarding how to handle Local Alerts. These policies can include various actions based on the guest’s proximity to the hotel and any potential concerns:
1. Extra Monitoring:
- Place guests flagged by Local Alerts under closer observation by front desk staff or security.
- Check for any other alerts related to the guest, such as previous bans or incident history.
2. Secure Authorizations:
- Ensure proper credit card authorizations are placed on file for flagged guests. This helps cover potential risks, including room damages, chargebacks, or unpaid balances.
3. Denying Service or Special Restrictions:
- Depending on the hotel’s policy and the situation, you may choose to place restrictions on the guest’s stay. This could include limiting access to certain areas of the property, requiring additional security deposits, or denying accommodation altogether if the risk is deemed too high.
- For more sensitive situations, escalate the matter to a manager for further review before proceeding.
Verification and Follow-Up:
- Checking Guest Information:
- Verify the guest’s details in your system after the Local Alert is triggered. While most local guests may not present any issues, it is important to review their profiles for any past offenses or other relevant information.
- No Immediate Action Required:
- Not all Local Alerts require immediate action. In many cases, a guest from a local area may be staying for legitimate reasons, such as an emergency, a temporary stay, or family visits. Use discretion to determine if additional steps are necessary based on the guest’s behavior or any prior alerts in the system.
- Document the Alert:
- Document the alert in the guest’s file, especially if any additional monitoring or action was taken during their stay. This can provide valuable information for future stays or potential incidents.
How to Customize Local Alerts:
Local Alerts are customizable based on your hotel’s security needs:
- Set a Custom Radius: Adjust the alert radius around your hotel’s zipcode to specify the geographic area from which you’d like to receive alerts. You can fine-tune this radius based on your hotel’s location and risk factors.
- Tailored Notifications: You can configure email or desktop notifications to ensure that the right staff members are alerted when a local guest checks in.
Why Use Local Alerts?
- Proactive Security: Being aware of guests checking in from nearby areas allows your hotel to stay proactive about security concerns.
- Enhanced Monitoring: Identifying guests from the local area may help your staff detect potential red flags, such as individuals who might be using your property for activities that could disrupt other guests or hotel operations.
- Customization: The radius and notification settings allow your property to tailor Local Alerts based on specific risk levels or operational needs.
Staff Training Recommendations:
- Training for Front Desk Staff:
- Ensure all front desk staff are trained on how to handle Local Alerts discreetly and professionally. Staff should be aware that not all local guests pose a risk, but they should be vigilant and follow the hotel’s internal procedures.
- Communication Guidelines:
- While handling guests flagged by a Local Alert, it is important to maintain the same level of professionalism and courtesy as with any other guest. Do not mention the alert to the guest, as this could cause discomfort or unnecessary concern.