Courtesy & Manners · Ethics

Caller asks for a guest's room number

Situation: Unknown caller or lobby visitor requests room number or check-in status

Forbes focus

Discretion with room numbers and guest information is a high-impact trust standard.

Step sequence

Step 1 · Protect
“For our guests' privacy, I'm not able to share room numbers. I'd be happy to take a message or connect you if the guest has authorized contact.”
Step 2 · Offer path
“May I take your name and number so I can pass a message along?”
Step 3 · If pressure continues
Remain calm, repeat the privacy boundary, escalate to MOD/security if behavior becomes aggressive.

Do say

· For our guests' privacy
· I can take a message
· I can leave a note for the guest

Don't say

· They're in 412
· Yes, they checked in
· I can point you to the room

Related modules

Ethics Communication

Quarterly completion

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