Guest Data Privacy

Purpose

To protect the personal information of guests and ensure it is collected, used and stored lawfully.

Scope

Applies to all guest information, including identity documents, contact details, payment details and stay history, in paper and digital form.

Responsibility

All Front Office team members protect data; Front Office Manager controls access; IT or the designated officer oversees system security.

Detailed procedure

1. Collect only the information needed for the stay and legal requirements.
2. Explain to the guest how the information will be used, where required.
3. Return the identity documents to the guest immediately after verification.
4. Keep registration cards in a locked cabinet and never leave screens with guest data visible to others.
5. Use individual system logins and never share passwords.
6. Never confirm the guest’s name or room number to callers or visitors without the guest’s consent.
7. Dispose of printed records securely after the retention period and report any suspected data breach immediately to the Front Office Manager.

Standards and guidelines

• Access to guest data is based on job role.
• Guest data is never shared on personal devices or messaging applications.
• Records are retained and destroyed as per the legal period.
• All staff are trained on privacy at induction.

Required records and documentation

• Access authorisation list
• Data breach incident report
• Document disposal register
• Privacy training record

Related images

Document control