Guest Ban Alerts – Standard Operating Procedures for Flagged Guest Identifications
The Guest Ban application provides real-time alerts for flagged guests, helping hotel staff respond promptly and effectively to potential security risks, including underage guests, banned individuals, or those flagged for serious offenses. This guide will walk you through recognizing, handling, and enforcing guest bans, as well as how to deal with flagged identifications.
Recognizing a Ban or Underage Guest
If a guest is underage or has a registered ban, the following actions are triggered:
- A popup alert will appear in the bottom right corner of your screen, notifying your team about the flagged guest.
- Email alerts will also be sent to key staff, enabling immediate action and review of the guest’s profile.
- Upon returning to the Guest Ban tab in your browser, recent ID scans will be displayed for review and action.
Property Bans Due to Offenses
Each hotel has the discretion to set its own policies regarding guest behavior. Guest Ban helps enforce these policies by categorizing offenses as either minor or major. The system also supports various tracking and enforcement methods, which you can customize based on your property’s needs.
Minor Offenses:
Minor offenses typically do not result in a shared ban across multiple properties and can be managed internally. These may include actions such as:
- Policy Non-compliance
- Obnoxious Behavior
Options for Handling Minor Offenses:
- Issue a Warning: For first-time offenses, such as being disruptive or failing to follow hotel policies, the guest can be issued a warning. Clearly explain the infraction and provide a reminder of the consequences for further violations.
- Three-Strikes Policy: Hotels may implement a graduated policy, where the guest is given up to two warnings before being banned after a third infraction. This encourages compliance while maintaining the hotel’s standards.
- Immediate Action: Depending on the severity of the minor offense, such as refusal to pay a bill or smoking in non-designated areas, the hotel may take immediate action, which can include a temporary or permanent ban.
Tracking Minor Offenses:
The Guest Ban application helps track and document minor offenses, giving your team the ability to review guest behavior over time and take action accordingly.
Adaptive Strike Policy:
- For infractions such as smoking in non-smoking areas or minor disturbances, your hotel may issue warnings with increasing severity. Some hotels may enforce a ban after three offenses, while others may choose a more lenient approach.
- You can adjust this policy according to the severity of the offense, giving guests opportunities to correct their behavior before further actions are taken.
Tailored Responses Based on Offense Type:
- For certain offenses, such as noise complaints, the hotel may allow guests to correct their behavior after a warning.
- For offenses like smoking in a room, immediate action may be necessary due to the potential for damage and the cost of restoration.
Major Offenses:
Major offenses, which pose significant risks or legal concerns, are handled with immediate and more serious action. These offenses often involve:
- Trespass
- Fraud
- Illicit Activities
Handling Major Offenses:
- Zero Tolerance Policy: For severe offenses, a single incident may result in an immediate and permanent ban from the property.
- Reservation Restrictions: If a previously banned guest attempts to check in, the system will flag their reservation, and front desk staff should inform the guest that they are not allowed to rent a room.
- Cancellation Protocol: If a guest with an active ban has an existing reservation, inform them that their reservation will be canceled without penalty. This conversation should be handled professionally and calmly to avoid confrontation.
General Guidelines for Communication:
When informing a guest of a ban, it is important to remain professional and courteous:
- Example Communication:
“We regret to inform you that due to [state the policy/offense], we must enforce our property’s policy. Unfortunately, this means we cannot proceed with your reservation/check-in. We will cancel your reservation without any penalty. We appreciate your understanding in this matter.”
This communication should be clear, polite, and firm to ensure that the guest understands the reasons behind the ban.
Policy Implementation:
Your property can customize the ban policy to fit its standards, whether adjusting the thresholds for offenses, setting specific actions for certain types of infractions, or creating a tailored approach to guest communication and enforcement.
Staff Training:
It is essential that all hotel staff are trained to:
- Understand the specific policies of your property.
- Use the Guest Ban application efficiently to handle flagged guests.
- Handle guest interactions with professionalism and adherence to legal standards.
Remember, your hotel has the right to refuse service to anyone, provided it is done according to your property’s guidelines and local laws.