The Role of the Front Office A security program is most effective when all employees participate in the hotel's security activities. Front office staff play a particularly important role. Receptionists, door attendants, delivery drivers and parking attendants have the opportunity to observe all people entering or exiting the premises. Suspicious activities or circumstances involving a guest or visitor should be reported to the hotel security department or a designated member of staff. Several procedures that front desk agents should use to protect guests and property have already been mentioned. For example, receptionists should never provide keys, room numbers, messages or mail to anyone who requests them without first requesting proper identification. Likewise, the receptionist should not announce the room number of the arriving guest. Guests can be further protected if the front office prohibits staff members from providing guest information to callers or visitors. Typically, the receptionist should not mention guest room numbers. People calling guests at the hotel must be connected directly to the appropriate room without being informed of the room number. In contrast, someone requesting a particular room number by phone should never be connected until the caller identifies who is calling and the hotel employee verifies the identity of the person in the requested room. The person inquiring about a guest at the front desk may be asked to use the house intercoms so that they connect only with the hotel operator. The caller can then be appropriately screened to provide additional security. Front office staff can also inform guests of personal precautions they may take. For example, front desk agents might advise guests to hide and secure valuables left in their cars.