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Policies & Procedures

GUEST & TEAM POLICIES

32. Inappropriate room use (Prostitution / Drug taking)

Inappropriate room use

Prostitution / Drug Taking in the workplace may affect any employee or guest or hotel reputation. Where any guest is suspected of using a hotel room for any inappropriate purpose then this will not be tolerated. • The guest should be approached and questioned appropriately • When unsuitable behaviour is identified the guest should be asked to leave • There is an enforceable clause in the Terms and Condition of booking covering inappropriate behaviour • In these circumstances the guest would not be entitled to a refund Procedures • Assess the situation. You have a right to request the person in question to leave your premises • Personally speak to or call the guest from the office telephone, advise that you will require a discussion with them and explain the reason for this. Advise your Manager / Colleagues of the action you are about to take • You should not go unaccompanied, however to prevent provocation in the first instance your colleague should wait out of sight • If you need to enter a room to investigate further ask your colleague to join you. They should hold the hotel door open • If the person in question becomes aggressive ask them to leave and if they refuse to do so call police for support • If you need to resolve an issue with the person in question ask them to come to reception to resolve. If they refuse to do so then advise them to take time to consider and if they do not report to reception within 20 minutes the police will be called and they will be asked to leave the hotel • If required, put the room out of order on Opera (including the reason why) and notify Central Reservations • Collect all reservation documentation relating to any guests involved • Take advise via your RBM if he/she is not available, your RD and inform him/her of the details if required • If you suspect illegal activities such as Sex trafficking or Drug Dealing then you should involve the police

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Innkeeper’s Lodge

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