Our Guest Safety

What to do?

If you are unsure about a situation, there are some steps you can take to help deduce if there is something not right.
• Ask questions, like ‘what brings you to the area’, ‘have you been here before’, most guests will see this as great customer service, but someone with questionable intentions will be put off giving too much information

• Ask for credit card details, for all bookings, this should be standard to guarantee against breakages etc, and will put someone off that doesn’t want to leave a trace behind

• If you still aren’t sure, ask for ID, check it against the names used for bookings

• If you think something isn’t right, inform your manager

• Call the police non-emergency number, 101, or in an emergency call 999 and follow the advice of the police

Indicators for Reception Staff

Young person(s) checking in with adult or group of adults

A frequent guest of the hotel seen with different young people

Guests checking in with no luggage

Guests insisting on paying in cash

Bookings made in a different name to the person checking in Last minute/walk-in bookings, often late at night

Visitors in the hotel who do not have a room booked

Repeat visitors to the hotel at irregular hours/during the night

Young people meeting others in public areas/external areas of the hotel

‘ Guests requesting a room that is isolated

‘ Guests with a local address booking a room

Guests arriving and asking for a specific room number, but they don’t know the name in which the room is booked

Noise complaints

‘ Guests who appear secretive about activities in their room, who don’t want rooms cleared and/or use the ‘do not disturb’ sign

‘ Guests who appear secretive about who they are with and/or activities in their room

Report any concerns to your Hotel Manager or the Police on 101 or 999 as appropriate

Indicators for Housekeeping

Evidence of alcohol, drug or substance misuse and/or condom wrappers Signs of a ‘party’ being held in the room

‘ Guests who appear secretive about activities in their room, who don’t want rooms cleaned and/or use the ‘do not disturb’ sign

Multiple visitors, who are not guests at the hotel, visiting a room Signs of sexual activity having taken place in a room where young people have stayed or visited

‘ Guests who do not have any luggage staying in rooms

Young people staying in/or visiting rooms

Report any concerns to your Hotel Manager or the Police on 101 or 999 as appropriate

Indicators for Front of House Staff

Room service alcohol orders to rooms where there are guests who appear to be under age

Young persons trying to buy alcohol without ID or with a fake ID

Young person(s) in the company of older guests in the bar area
‘ Guest(s) purchasing alcohol for a young person/young people Young person who appears withdrawn, afraid, frightened, under the influence of drugs or alcohol, under the control or instruction of others

Report any concerns to your Hotel Manager or the Police on 101 or 999 as appropriate

General Awareness

If you have concerns about a young person in the hotel who appears withdrawn, afraid, frightened, under the influence of drugs or alcohol, under the control or instruction of another

Ask if they are ok

Don’t serve them any alcohol or allow anyone to buy them another drink

‘ Check that they are not receiving unwanted attention

‘ Check whether they know who they are with and if they feel safe with them

Offer to call a licensed taxi for them

Offer to call a parent/carer

Check whether a medical intervention is required

Ask CCTV to monitor them

Make sure any person you are unsure of, knows you have seen their face

Record any observations that concern you in your incident logs

Take note of number plates of vehicles concerned

Provide a written record of your concerns and descriptions of individuals