GUEST KEY CONTROL

OBJECTIVE:

All employees should exercise utmost precaution and care when issuing out keys to guests in the course of duty. Room key shall be issued only for registered guests. If someone claims to have the guest’s permission to enter the room, a duplicate key shall not be issued, unless prior to written instruction or authorization

POLICY:

No issue any key for guest if you are not sure if it is the registered guest for the guest room.

If any staff does not follow this regulation, written warning or termination must be applied.

PROCEDURE:

On Guest Request at Front Desk:

Ask for guest name and room number.

Request for Identification Card with picture. If guest does not have one, ask guest some personal information such as:

Date of birth

Home address

Home/Mobile phone number

Nationality

Date of arrival and departure

Who stays with (name of husband/wife)

Check the information given against the passport copy or computer’s record.

If information cannot be retrieved, escort guest to the room ask him to explain location of private items to verify and to show Identification Card with picture once in the room

Check if the guest requires aduplicate key or that he has lost his previous key.

Present key to guest.

On Guest Request by Phone:

Request guest to come down to Front Desk with Identification card.

If guest disputes, explanation of Guest’s Safety and Security should be given.

In case of complaint, inform DM/AFOM/FOM to handle the situation.

Malfunctioning Key

Ensure guest is trying to access the correct room.

Check guest ID as the above

Read the key if invalid, discard the duplicate key. If still valid, program the door lock.

Escort the guest to the room to ensure key is working properly in any case

Staff requestingkey of occupied rooms:

Only authorized associates are to carry Master key. All other employees must have clear purpose and prior approval from FOM or designated persons.