How do I respond to personal data requests? PROCESS 1 – FOR TEAM MEMBERS Level 4 and 5
The first response from a junior team member will always be: “Allow me to direct you our management team who can help you.” Call DM immediately to speak with the guest. DO NOT handle any personal date request PROCESS 2 - FOR LEVEL 3 EMPLOYEES AND ABOVE 1. Manager acknowledges request from guest 2. Manager provides the guest with the email address for the Shangri-La Hotels & Resorts DPO for the guest to contact the DPO directly dataprotectionofficer@shangri-la.com 3. The Manager sends an email to the company DPO as soon as the request is received, advising that a guest has reached out and is requesting information on their data. Please note the email needs to be sent on the same day the guest makes the request. 4. The DPO will then lead on the investigation 5. If requested by the DPO to assist with collecting the data, the employee at SLLN assists. What kind of questions can I anticipate from our guests? GUEST: “I would like all my data you have on file of me removed please.” SLLN EMPLOYEE: “Thank you for your request, allow me to provide you with the email address of our data protection officer who can assist you with your enquiry.” GUEST: “How long is it going to take?” SLLN EMPLOYEE: “You can expect to receive a response from the DPO within 72 hours and he/she will advise further.” Please note that the DPO will acknowledge the request within 72 hours, DPO will follow up with the request accordingly.
GUEST: “Who is going to provide me with my data?” SLLN EMPLOYEE: “The data protection officer will be able to assist you.”
If continuously probed for questions, please respond with: “In order to ensure your request is processed in the right way, the best person to help you is our trained Data protection officer. We will send the request today and they will acknowledge your requests”
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