Verify property details before advising a guest
Shared guidance and local information are not interchangeable.
Company-wide guidance describes shared guest-service practices. Property-specific information—such as arrival directions, current operating details, or nearby transport information—must be checked with the responsible property role or an approved current source before you advise a guest.
A property name or a general company guide does not confirm local availability, schedules, access arrangements, or applicability.
Which information needs a local check?
Examples for routing and verification; not a list of approved property facts.
| Information | Scope | Before advising |
|---|---|---|
| Conversation approach | Company-wide guidance | Use the shared guest-service guidance; follow approved procedures for the situation. |
| Arrival directions | Property-specific | Check the current approved property source or ask the responsible property role. |
| Nearby transport | Local and time-sensitive | Verify the route and current details with the role responsible for local knowledge. |
| Operating details | Property-specific and changeable | Confirm current information before stating it as fact. |
Worked example: a question about nearby transport
Clarify the guest's need before sharing local information.
Ask first; do not guess a route or schedule
Guest: “What's the quickest way to the station?” A useful first response is: “Are you looking for walking directions or transport options? I'll check the current local information before I recommend a route.” The colleague then consults the property role responsible for current local knowledge and shares only details that have been verified.
- Clarify the destination and whether the guest has a preferred travel mode.
- Treat route and schedule details as unverified until checked.
- If the information cannot be confirmed, say so and make the appropriate role-based handoff.