KEYS AND KEY CONTROL
Keys
are instrument used for operating
various types of locks. Keys are important for safety and security purposes
for guest as well as hotel. Every good lock should have a unique
key and should not be opened by any unauthorized persons. There are many
different locking systems used in hotels. These include:
•
Individual locks and keys put on a bolt – small establishments.
•
Built in door lock with a double
locking system opened
using traditional key.
•
Built in door lock with a double locking system opened using card key.
A double lock is a kind of latch that when put in from inside the room, cannot
be opened from outside the room except with emergency key.
Apart from this another safety feature – magic eye or security
chain is put in place from inside
the guest room to protect guest’s
privacy.
Types of keys used in Hotels:
The housekeeping department is primarily concerned
with the following
categories of keys
1.
Guestroom keys
2.
Sub Master key / Section master keys
3.
Floor Supervisor keys/ Floor master
key
4.
Master key/ Pass key
5.
Grandmaster key / Emergency
key
6.
Supply room keys
Guestroom keys: These are keys issued to guests upon their registration. The hotel guest room key is normally issued to open only one room for which it
was
intended viz. individualized key for each lock. The guestroom key opens a single
guestroom so long as it is not double locked.
Once the guest checks out, it must be returned
at the front desk.
Sub
Master Key / Section Master key: A
GRA is given this key to open the room he or she is assigned
to clean on a floor. The floor key opens all rooms on
a particular floor that are not double locked. Floor keys typically open the storeroom
or floor pantry for that floor too.
Floor Master
key: Key operates
all sections on the floor /floor supervised by the particular supervisor. A Supervisor may be issued
more than one
key of this type as he or she may be required
to inspect the work of more than one GRA.
Pass key/Master key: A master key is used to open all doors of the
hotel, including the floor door itself if they are not double
locked. This key is used to supervise
and examine the work done by maids and room boys, as well as in emergency
purposes. The Master keys are used only by the head of housekeeping and are not given to anyone else that has a lesser
authority. This key is
kept by the deputy or assistant housekeeper. It opens any
internal door that has not been
double locked. These keys open all guestroom doors that are not double locked
Grandmaster
key/ Emergency key: This key opens all hotel guestrooms and often all housekeeping storage rooms as
well even if they are double locked. This key usually
held by the Chief or Duty Manager
at the time of the afternoon, and is used to open the
locked door or twice in double
lock. Double Lock
occurs. This key can be
used in emergency
situation. It is
kept under lock and key either at Housekeeping or at the front desk of hotel.
Supply room keys: These keys are used within the servicing sector of
the hotel by the supervisory level staff to ensure that stocks and equipment are
safely stored away when not in use.
KEY
CONTROL: Key control is the procedure of reducing guest
property theft and other
security related incidents
by carefully monitoring
and tracking of keys. Following policies should be considered for control of keys.
1.
Issuing keys
2.
Custody of keys
3.
Loss of keys
4.
Changing locks and keys
Issuing keys
1.
Guest room keys: these keys are
handed over to the guest on his arrival after
completing registration facilities. Guest is requested to submit these
keys at front desk whenever he leaves the hotel premises.
2.
Other keys: all section
master keys, master key and grand master keys should be signed out each time they are taken and their
return noted in a key control sheet. All keys should be stamped do not duplicate.
Key control sheet
Custody of keys
These
are the measures to be taken while the key is with a guest or employee
after being issued as per the correct procedure.
•
Usually master keys are to be attached to the belt / uniform
of an employee at the beginning of the shift to prevent
loss / misplacing it.
•
Employees are not be allowed
to loan the keys assigned to them
to one another.
• Employees have to hand over keys whenever they leave the property.
• Spot checks should take place to ensure that keys are in right hands.
Loss of keys
This is a time when particular vigilance must be exercised
•
If a section master key is lost under circumstances that may result in a guest being at risk, the entire section should be re-keyed.
•
If a master key or grand master
key is lost under any circumstance, it must be reported to the owner or the corporate
office immediately by the general
manager.
Changing
locks and keys
Whenever a new key is made or a new lock is fitted, certain precautions are necessary
•
A
record must be kept on how many keys are made for each room and they
are made.
• A log must be kept of all locks
change and re-keys
ELECTRONIC CARD KEYS
Metals room keys are being replaced by electronically coded
key cards. Many hotels
now-a-days are using card key system. A card key, while not actually considered a key, is a
plastic card which stores a digital signature that is used with electronic
access control locks.
It is normally
a flat, rectangular piece of
plastic and may also serve as an ID card for the guest. The Plastic cards look like credit cards
with holes punched
in them. Some have
a magnetic strip instead of the holes. The System uses a computer that codes the cards to lock and unlock the
doors. Rather than re- keying the door locks in case of loss of keys the computer is used to
create new room lock codes for each room. Master keys may be
easily created and
destroyed through the computerized card system. The security advantage
of the key cards has made it popular and many medium and large sized hotels
are adopting this key-card system.
LOST AND FOUND
Lost
and found is a term used in hotel terms for those
articles left by guests or misplaced by guests in a hotel. Such
articles can range from jewellery, costly electronic
goods, travel documents, to simple garments. The
hotel is obliged to protect
such items and
return to the guests. All unclaimed articles found on the hotel premises should be handed over to the
housekeeping control desk.
LOST AND FOUND PROCEDURE-
1.
When the article is found the housekeeping staff, usually room attendants
and public area houseman, must immediately report this to the immediate supervisor.
2.
The supervisor (the floor supervisor or the public area supervisor) immediately informs the control desk attendant.
3.
The control desk attendant will verify with the front office cashier whether a resident guest is still in the
process of paying his or her bill or
whether guest has checked out. If the guest is still available, if guest is contacted for the handed \over of the article to guest.
4.
The lobby manager is informed in case those guests, who may be visitors the hotel and not residing in it,
are to be contacted to lodge a complaint.
5.
Any where in the hotel,
if an article
is found by
an employee which is not traceable to owner, is handed over at the
Housekeeping control desk.
6.
There is a lockable cupboard (even locker for valuables) or a storage room near desk to store lost and found items.
7.
The desk supervisor is responsible for keeping the
keys of lost
& found room and maintaining records thereof.
