1、HYATT REGENCY DONGGUANFRONT OFFICE OPERATIONS MANUALGENERAL POLICIES & PROCEDURESPolicy Name:Guest Room Key ControlEffective Date:01 August 2006Revised Date:NilApplicable :All Staff Forms to use:Key Authorization FormRefers to :NilPurposeThe purpose of this policy is to ensure the right guest is giv
2、en 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.PolicyIt 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 co
3、urse of duty.ProcedureOn Guest Request:1. Ask for Guests name and room number.2. Check the information given against the computers 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
4、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 challen
5、ged by our actions, we are to inform the guest: “We are doing this for your security and safety. We appreciate your understanding.”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
6、 computers 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
7、 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 guestKeys must never be issued to
8、persons claiming to have the guests 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
9、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 Staffs request entry into occupied room:1. Only designated operatio
10、nal 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
11、should constantly be in log off” mode. Access code should be known only to those designated personnel and not shared amongst other staff.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
12、same cashier after removing the luggage from the room.“Show Room” Keys1. 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 byJames FanDate01 April 2006Approved byDate- 3 -
