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FO-069 GUEST ROOM KEY CONTROL

By Crystal Clark,2014-03-10 08:54
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FO-069 GUEST ROOM KEY CONTROL

    HYATT REGENCY DONGGUAN

    FRONT OFFICE OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

Policy Name : Guest Room Key Control

Effective Date : 01 August 2006

Revised Date : Nil

Applicable : All Staff

Forms to use : Key Authorization Form

Refers to : Nil

Purpose

    The purpose of this policy is to ensure the right guest is given the key to his room and his safety and security pertaining to issuance of key is not compromised or violated during his stay in the hotel.

Policy

    It is the policy of Hyatt Regency Dongguan that staff should exercise utmost precaution and care when issuing out keys to guests or hotel staff in the course of duty.

Procedure

On Guest Request:

1. Ask for Guest‟s name and room number.

2. Check the information given against the computer‟s record.

    3. Request that guest presents his / her passport if further identification is required.

    If he / she does not carry the passport, ask for any identification that has his /

    her picture, e.g. driving license, social security I.D., etc. No keys are to be

    released without proper authentication of the guest identity.

    4. If no picture identification is available by the guests, the GSO must accompany

    the guests to the room to confirm the identity. When being challenged by our

    actions, we are to inform the guest: “We are doing this for your security and

    safety. We appreciate your understanding.”

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    HYATT REGENCY DONGGUAN

    FRONT OFFICE OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

    5. Only in an emergency situation can we use the information on the guest

    passport number, date of birth, address given to the hotel on arrival etc. to

    ascertain against computer‟s record.

    6. When in doubt with the identity and guest refused to be escorted to room,

    inform the Team Leader immediately. If the Team Leader or Assistant

    Manager Front Office could recognize the guest, give the duplicate key to the

    guest while reinforcing politely why we need to perform the identity check.

    7. Check if guest requires additional key or if he has lost his previous key.

    8. If guest requests additional key, program a new key with duplicate code.

    9. If guest has lost his previous key, program a key with new code.

10. Present the new key to the guest

    Keys must never be issued to persons claiming to have the guest‟s permission to enter the room unless the guest has personally given his / her verbal or written authorization to the Front Office team. In such a situation, a Key Authorization Form must be filled.

    The staff must not be intimidated into giving keys to guests if the above is not observed. The Assistant Manager must be alerted to take over such cases.

    Room numbers should not be written on the keys in case keys are misplaced. A set of codes are encoded to differentiate keys being held by guests.

On Staff’s request entry into occupied room:

    1. Only designated operational staff is allowed access to occupied guestrooms.

    They are:

    Bellmen, Concierge, Front Desk team, Regency Club team, Housekeeping

    Manager, Assistant Manager Housekeeping / Team Leader / Designated

    Room Attendant and Laundry Attendant, F&B Room Service Fruits Deliverer,

    Service Valet.

2. Key machines should constantly be in „log off” mode. Access code should be

     known only to those designated personnel and not shared amongst other staff.

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    HYATT REGENCY DONGGUAN

    FRONT OFFICE OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

    3. Cashier may hand over the checked out room key to the bellman to collect

    luggage and check mini-bar and safe boxes. The bellman must return the used

    key to the same cashier after removing the luggage from the room.

“Show Room Keys

    1. On a daily basis, a set of rooms will be blocked off for viewing purposes by the

    Team Leader Front Office.

    2. Two sets of keys to these rooms will be programmed and placed at the Front

    Office Reception for site inspection purposes.

    3. Staff releasing the Site Inspection keys must inform / remind the receiver to

    return the keys back to the Reception upon completion.

Prepared by James Fan Date 01 April 2006

Approved by Date

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