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9 KEY & KEY CARD CONTROL

Issuing of Keys:
The registration process comes to an end wiuth handling over of the keys to the guest. This is the next strp
done by the receptionist in the check in process after registration. Normally the key is not given to the guest
but to the bell boy who escorts the guest to the room. The guest is presented with a key card that consist of
the name of the guest, room no, arrival date, departure date, receptionist sign etc. If the room key is given to
the guest some hotels provide a floor map so that it becomes convenient for the guest in locating the room on
the correct floor.

Hotel Keys:
A guest room is the most important hospitality product. One of the chief concerns of the hotel staff is to
ensure the security of guest rooms which is done by controlling the access to guest rooms by maintaining a
strict control over room keys. Hotels may have a hard key system or an electronic key system. In case the
hotel uses the hard key system the following security measure can be followed:
 Request guest to deposit the room keys at the reception while leaving the hotel premises.
 Discourage guests to carry room keys with them while going out of the hotel premises. This is mostly
done by putting heavy and large key tags, which are inconvenient to carry.
 In an event of loss of keys the lock should be replaced immediately.
An electronic key system is an investment in guest safety and security. For each new guest registering at a
hotel has a fresh plastic, metallic or hard-pressed paper key is produced each time. The room door lock
combination can be changed as required b options available through the master computer. Hence if aguest
carries away the electrical key with her, it will not pose any security threat.

Key Issuing Policy:

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

Policy:
It is the policy of hotel 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.”
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 Duty Manager
immediately.
7. If the DM could recognize the guest, give the duplicate key to the guest while reinforcing politely why
we need to perform the identity check.
8. Check if guest requires additional key or if he has lost his previous key.
9. If guest requests additional key, program a new key with duplicate code.
10. If guest has lost his previous key, program a key with new code.
11. 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.

Procedure:- 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, 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.
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.

Types of Keys / Levels of Keys:

 Section Key or Sub Master Key: This is the key which can open all the guest room doors in a particular
section of the floor. However these keys cannot open any double locked doors. They are in custody of
Housekeeping department and are used by room boys or chamber maids.
 Floor Master Key: This key opens the door of all the guest rooms of a specific floor which are not
double locked. These keys are operated by floor supervisor of housekeeping department.
 Master Key: It opens all the guest rooms of the hotel which are not double locked (DL is an internal
safety device in which if the door is locked from inside the room it cannot be opened from the outside
by its own keys or master key). It is always kept with the executive housekeeper. There can be several
building master keys, one master key can cover the guest room section of the building including all
storage closets in that part of the building. Another building master key can cover all public areas such
as restaurants and board rooms etc.
 Grand Master Key: A grand master key opens door locks of all guest rooms even if they are double
locked.
 Emergency Key: An emergency or E-Key is an emergency override key that allows access to all rooms
even if they have been locked from the inside. The emergency key should be highly protected and
should only be used in the event of an emergency. It should not be taken out of the premises and a
strict key control should be maintained for the same. Generally the emergency key is under the control
of the head of the property.