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FO-091 MASTER KEY CONTROL

By Elsie Ross,2015-01-28 19:04
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FO-091 MASTER KEY CONTROL

    HYATT REGENCY DONGGUAN

    FRONT OFFICE RECEPTION OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

Policy Name : Master Key Control

     thEffective Date : 14 June 2006

Revised Date : Nil

Applicable : All Staff

Forms to use : Masterkey Release Form

Refers to : Nil

Purpose

    The purpose of this policy is to ensure highest security within the hotel at all times. This policy will enforce the importance of having ownership and usage of the master keys by clearly defining authorities who are able to manage and control the related issues.

    At no time should the master key be left unattended or with someone else or not returned at the end of the shift or day.

Policy

    It is the policy of Hyatt Regency Dongguan for all staff to strictly adhere to the procedures set therewith in order to maintain a secure and safe environment pertaining to the key operations.

Registered Master Keys Holders

    Only the following registered hotel personnel are empowered to hold a master key for their daily operations.

    ; General Manager

    ; Director of Rooms

    ; Front Office Manager

    ; Housekeeping Manager

    ; Assistant Front Office Manager

    HYATT REGENCY DONGGUAN

    FRONT OFFICE RECEPTION OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

    ; Assistant Housekeeper

    ; Assistant Manager Front Office

    ; Assistant Manager Regency Club

    ; Security Manager

    ; Room Service Department

    ; Laundry Department

    ; Bell Department

Procedures

    1. All master keys are to be issued only after written authorisation by Director of

    Rooms and requesting party’s Division head.

    2. Any employee encountering any form of irregularity with a key or lock system

    must report immediately to the respective Department Heads. Irregularities

    affecting in any form the security of the hotel must be recorded in the Key Log

    Book.

    3. All spare keys, key cards and key reproducing devices must be, at all times,

    secured against unauthorised access or use.

    4. Damaged master keys of any level must be destroyed in the presence of the

    Director of Rooms and or Front Office Manager together with the authorized

    key holder.

    5. Upon starting of the morning shift, the staff involved should see the Assistant

    Manager to have access to the master key checklist to draw the keys for the

    specific floors/rooms- for Housekeeping and Business Centre / Regency Club

    for Front Office.

    6. After drawing the keys, the staff has to acknowledge on the Master Key Log

    which should consist of: date / day / time / type of key / staff name and initial.

    7. Throughout his shift, the master key must remain with him. At no time should

    he pass the key to any colleague to access any room.

    8. Should there be a necessity to access the room, the owner of the key must go

    along and open only that guestroom/s.

    HYATT REGENCY DONGGUAN

    FRONT OFFICE RECEPTION OPERATIONS MANUAL

    GENERAL POLICIES & PROCEDURES

    9. Should the guestroom be occupied and guest is not in, the owner should stay

    until the task is completed and leaves with the staff concern. This is strictly to

    be adhered for the both employees’ security.

10. The Bell/Concierge staff must also update the Luggage Movement Record for

    every entry to guests’ room that he had assisted to open the door.

    11. At the end of his shift, the key will be passed to the next shift’s personnel. After

    passing over, the next shift’s personnel must acknowledge on the Department’s

    Communication Log as having ownership of the key.

    12. At the end of the day, the key will be handed over in the safekeeping of the

    Assistant Manager- Front Office.

    13. The staff has to “log off” in the Master Key Log after passing the key over to

    the Assistant Manager Front Office.

14. The Assistant Manager Front Office will then do an audit of the keys to

    ensure all keys are back on time to close the day. He will then in turn initial on

    the log to acknowledge all’s in order.

    15. All request of master key must be made via the Division Head to the Director of

    Rooms directly.

    16. All new creation of Master Keys must be recorded in the Master Key Record

    Book with signatures from the Director of Rooms or in his absence, the Front

    Office Manager and the authorized key holders. The Record book will record

    the necessary information indicating the date and time of release.

Prepared by Date

Approved by Date

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