Key Lanyards & Attachments – To help prevent the loss or theft of keys, they should be
attached to employees by a thin lanyard, wrist bracelet or similar means of attachment. A
small hole should be punched near the non-sensitive end of the key cards and a metal
grommet or ring inserted in the hole to prevent tearing.
Department Key Control (Metal)
Various departments maintain metal keys which access their individual back of the house
areas. To help protect hotel assets, key control procedures similar to electronic locks must
be implemented.
Each department will have keys specific to their area. These keys should be individual and
uniquely identifiable. To prevent potential removal of keys, tamper resistant rings should
be used. These keys should be inventoried on a regular basis. The key rings should be
signed in and signed out each day. While not in use, the key rings should be stored in a
locked key cabinet within a secured office. Two separate keys should be required to gain
access to the key cabinet.
Depending upon the size and complexity of the hotel, management may choose to have
keys controlled at a departmental level or on a hotel-wide level by security. Regardless of
which method is chosen, all keys must be accounted for daily.
Liquor Storage Keys – Due to the cost of inventory and the potential for misuse, access
to the liquor storage room should be tightly controlled. There should be a limit of two
keys, when possible. One key should be secured by the General Manager or their designee.
The second key should be controlled by the Food and Beverage Director. If an electronic
lock is used, keys may be programmed to work on the first and second shifts only.
Metal Key Audits - the Security Director or a member of hotel management should "spot
check" storage of department keys on a random basis to ensure all keys have been
returned and properly stored.
Guest Security
V-8
Duplication of Metal Keys - Any request for the duplication of keys should be submitted
in writing to the General Manager who should thoroughly review the request before
granting approval. Approval should be in writing. If the key was broken, the broken parts
should be given to the General Manager for comparison with the master. If the key was
lost, the circumstances under which it was lost (how, where, and when) should be discussed
to determine the need for re-keying the locks. If there is any doubt as to whether the key
could be recovered or used to access the hotel, the affected locks should be re-keyed.
Guest Security
V-9
Safe Deposit Boxes & Keys
Most jurisdictions have enacted laws known as “Innkeeper's Liability” laws which limit a
hotel’s responsibility for lost or stolen property. Jurisdictions may have statutory
requirements covering the availability of safe deposit boxes. A notice should be posted
regarding their availability. The notice should be posted in the guestroom, the front desk
and in other locations in accordance with state law. The liability of the hotel may be limited
through compliance with these laws.
Safe deposit boxes should be available at no extra charge to registered guests, and their use
should be encouraged. The hotel should have boxes of varying sizes in order to store
valuables that are slightly oversized. Boxes reserved for guest use and for storage of inhouse
banks should have two locks that can be opened only by using an office control key
and an access key simultaneously. All safe deposit box keys should be inventoried at least
quarterly. There should be only one access key for each of the safe deposit boxes
designated for guest use. Duplicate guest use keys can create added liability for the hotel.
All duplicate keys for the safe deposit boxes should be destroyed in the presence of a
witness. The key bows should be retained as evidence of their destruction.
A safe deposit record and agreement form, which complies with your jurisdiction, should
be available. This form normally contains a paragraph outlining the law and limits of
liability. The form should also contain a notice specifying that there is only one guest key
and the amount they will be charged in the event the key is lost. The guest should be
required to complete the form with their name, permanent address and signature in the
presence of a hotel employee. An employee should also sign and date the form. The form is
not to leave the custody of the hotel and should not be taken from the desk by the guest. A
separate receipt should be given to the guest for the items stored when the jurisdiction
requires this practice. A sample safe deposit record is provided in the appendix.
In the event a guest key is lost, they should be reminded of the fee associated with opening
the safe deposit box. A locksmith should be contacted and a time scheduled for opening
the box. The forced opening of any safe deposit box should only be conducted with the
approval of and in the presence of the guest and the general manager or their designee.
Beginning with the first deposit, a record should be kept each time the guest accesses the
safe deposit box, listing the time of entry and the signatures of both the guest and the
witnessing employee. The employee should check to ensure the guest signature matches
the authorizing guest signature. Any doubt concerning the similarity of the signature to
previous signatures should be resolved by valid identification or by the manager on duty.
Only the guest named on the record should have access to the safe deposit box.
When a hotel guest requests a safe deposit box, an employee should select a vacant safe
deposit box and record the key number on the deposit form. The guest should deposit their
items in the safe deposit box in a private area. The employee should secure the safe deposit
in the guest's presence. Hotel employees should never handle an unlocked box outside of
the guest's view. The guest should retain their key. The employee should return the hotel
control key to its proper place.
Guest Security
V-10
The assignment of a safe deposit box should be noted either on the guest's folio or by
placing the safe deposit record with the folio. A guest who no longer needs the safe deposit
box should complete and sign the surrender declaration on the card. This indicates that the
guest has removed all articles from the box. The employee then signs the card as a witness
and the guest surrenders the safe deposit key. The box should be surrendered before the
guest checks out. Normally, the safe deposit record should be filed and retained for a
minimum of two years. However, the safe deposit record of a guest who has filed a security
complaint should be retained for the period of time specified by the jurisdiction's statute of
limitations required for civil suits.
The safe deposit boxes should be located where a front office employee can monitor
access. When not in use, the safe deposit control key should be kept locked and not left in a
key slot. The guest service shift leader should be responsible for seeing that the key is kept
secure at all times.
If a guest requests the use of a safe deposit box and all boxes are in use, special
arrangements should be made to have the guest's valuables stored in the General Manager's
safe. The same paperwork procedure applies with one additional requirement. The
valuables should be inventoried by the guest and a member of management, and both
parties should sign this inventory sheet. This will help prevent a claim for "lost"
merchandise that was not actually stored.
In-Room Safes
In-room safes are being introduced and used in certain properties for the protection of guest
valuables. However, in-room safes are not substitutes for safe deposit boxes or a hotel safe
under direct control of hotel management. In each guestroom, a “posting” should be made to
make it clear to the guest that safe deposit boxes or a safe is available in the offices for the
storage of valuables.
When selecting in-room safes, only those safes which offer an interrogation feature should
be installed.
Guest Security
V-11
Lost & Found
Every item found by an employee on the hotel's premises should be turned over for
safekeeping to a designated person, usually the executive housekeeper or security manager.
This individual should designate a lost and found storage area, typically a secure closet
within their office or a limited access storage room. Access to these areas should be
limited to this individual or their designee. Items should be logged and secured in the lost
and found storage area by the end of each business day. Each item should be recorded in
the lost and found log as follows:
-
Describe the article, including serial number and/or brand name, as well as other
-
identifying characteristics. If the item is a container such as a pocketbook or suitcase
-
and is unlocked, the contents should also be inventoried.
-
State where the article was found, using the nearest room number as a reference. If
-
the item was found outside the hotel, give the approximate distance and direction
-
from a specific facility landmark.
-
List when the item was found, including the time and date.
-
Identify the person who found it.
-
List the unique item identifier code.
-
Record the date and method of disposition for any item that is not claimed.
-
The lost and found log should be kept in the housekeeping department and all calls about
-
lost items should be referred to the executive housekeeper or their designee. Some hotels
-
may choose to have the lost and found items collected and controlled by the security
-
department. A sample lost & found log is included in the appendix.
All items found should be sealed in bags to prevent damage. The bags should be labeled so
they can be found easily in the storage area. A two digit month and three digit item
identifier code may be used to identify items.
To ensure guest privacy, the hotel should not attempt to contact guests or return lost items.
Rather, hotels should only respond to inquiries about lost items. When inquiries are
received about an item, the person should be asked for their room number, date of stay and
a specific description of the item. Details from the log should not be provided to the caller.
The caller should not be informed that the hotel has the item until it has been retrieved from
the lost and found storage area and verified. Items should not be left unsecured.
If the owner has arranged to pick up an item, the individual should sign the logbook to
acknowledge that the item has been returned. Items should be mailed only when the owner
requests it and should be sent to the address given by the owner. All mailed items should be
returned at the guest’s expense. The name and address of the person to whom the item was
mailed should be recorded in the log.
Guest Security
V-12
Any valuable item, such as a credit card or jewelry, should be turned over to the General
Manager or their designee who records their acceptance of the item on the lost and found
log. After packaging and identifying the item, it should be secured in the safe or other
equally secure location.
Items should be held for a period of at least 90 days. Valuable items may be held up to 180
days at the hotel’s discretion. If no inquiry is received within this time, the property should
be returned to the employee who discovered it. To ensure the effectiveness of the lost and
found program, it is important that the employees know that valuable items will be returned
to them if not retrieved by guests.
Guests often leave various items as a tip. This may include food items, alcohol, or money.
If there is any doubt as to whether an item is meant as a tip or was forgotten by the guest,
the employee should be instructed to contact their supervisor.
Food Items
Nonperishable food items and food within its original, sealed containers may be returned to
the employee who discovered them at the end of the following business day. Perishables
and food or drinks in open containers should be disposed of immediately. Employees
should be educated as to the hazards inherent with open containers and potential tampering.
Alcohol
Alcoholic beverages sealed in their original container should be secured for a period of
seven days. At which time the item may be destroyed in the presence of a witness.
Alcohol should not be introduced into the hotel’s liquor inventory. In the event that a hotel
decides to return alcoholic beverages to the employee who discovered it, the hotel should
ensure that the employee is of legal drinking age. A package removal pass should be
issued and the alcohol returned to the employee at the end of their shift. The alcohol
should not be permitted to be consumed during working hours or on hotel property.
Contraband
In the event that drugs or other contraband are discovered, the room should be sealed and
the local authorities contacted. Employees should take special care not to touch or
otherwise handle the substance.
Handgun
In the event that a handgun is discovered by an employee, the room should be sealed and
the local authorities contacted. The handgun should be submitted to the local authorities as
a lost and found item. A copy of the receipt should be maintained on file with the lost and
found log. If a guest inquires about the item, they should be referred to the local authorities
and provided with a copy of the receipt. At no time should the hotel return a weapon to the
employee who discovered it.
Guest Security
V-13
Conventions, Meetings, Exhibits & Shows
Conventions, meetings, exhibits, and shows are desirable types of business. However,
their presence can increase the potential for security incidents. The presence of these
gatherings can increase the potential for theft. Certain groups have valuable equipment
and merchandise, and may carry excessive amounts of cash. Additionally, the potential
for vandalism increases. Controversial organizations may increase the potential for
protest meetings, demonstrations and the presence of undesirable media. The hotel should
consider notifying local law enforcement when major events or controversial groups
schedule activities.
The security department, in conjunction with the sales and the food and beverage
departments, should develop a policy for events that may require special security
considerations. Security should be able to participate in meetings between the hotel
representatives and the convention manager in order to plan intelligently for the proposed
event. The security department should be notified by the sales department prior to signing
any contract for these types of events. Law enforcement officials may also have some
recent intelligence information that can help hotel security evaluate the precautions and
programs needed to handle the visit of controversial organizations or persons. If the hotel
determines that additional security is necessary, this should be written into the contract at
the group’s expense.
When negotiating with meeting planners, the hotel representative should state clearly that
the hotel can assume no responsibility or liability for the loss of the exhibitor's
merchandise. The hotel should only use a contract which has been reviewed and approved
by the hotel’s legal representatives. Hotel representatives should not sign any contracts
presented to them by meeting planners unless prior approval has been obtained. If the
group desires additional security beyond that which the hotel can provide, consideration
should be given to utilizing a local contract security force at the group’s expense. In the
event that a group provides its own security, the group security manager should meet with
the security director or the general manager prior to the scheduled event to outline policies
and procedures.
Groups frequently have expensive items on display. The meeting planner and the hotel
management should agree that all items of value are to be the responsibility of the group.
The meeting planner should be informed that the hotel is a public place, that they are
responsible for securing the meeting space during breaks, and that the hotel is not
responsible for loss due to theft or vandalism. If possible, the hotel should equip their
meeting and banquet space with electronic locks. If electronic locks are not provided, the
hotel should re-key the mechanical lock for each group, at the group’s expense. A
minimum of two keys for the lock should be produced. One key should be sealed in an
envelope with the date and signatures of two managers written across the seal. This should
be placed in a safety deposit box for emergency access. The remaining key(s) should be
given to the group. Any use of the hotel’s key should be documented in the MOD and/or
security log.
Guest Security
V-14
Often, a hotel is restricted in the amount of storage it can offer. Taking this into account,
the meeting planner should be informed that the hotel is limited in the amount of materials
that can be stored long term. In the agreement, the hotel should establish a beginning
arrival date for the group’s packages. These materials should be logged as they are
received and secured in a limited access area. Special arrangements should be made for
high value items.
At times, a meeting may be of a restricted nature and may require an invitation or special
identification for admission. Consideration should be given to ensure that these materials
are not easily reproducible. If the hotel is providing the invitations or identifications,
these should be tightly controlled.
Guest Security
V-15
Baggage & Bell Staff
Whenever the hotel takes temporary custody of luggage for a guest, care should be taken
to ensure that it is returned in the same condition as it is received. The hotel should
maintain a supply of approved, two-piece baggage claim slips complete with waiver and
limit of liability statement. The slips should not include the name or brand of the hotel.
To help prevent fraud, the tags should be stored in a locked cabinet or storage room.
The hotel should take care in selecting the appropriate location for the bell stand and closet.
Preferably, the closet should be visible from the front desk. The bell closet should be a
single purpose storage area designated for the storage of guest luggage. Access should be
restricted to a single entrance if possible, and the doors should be equipped with selfclosing,
self-latching hardware. If possible, an electronic lock should be installed on the
door. For added protection, the hotel should consider installing a CCTV camera in the bell
closet. A high security cage or cabinet should be installed in the bell closet for storage of
high value items, such as briefcases, laptops, and other valuable items. This cage should
remain locked at all times.
When checking guest baggage, the attendant should inquire of the guest how many bags
they wish to check. The appropriate number of luggage claim checks should be retrieved
from their secure location. Tags should not be left unattended or in an unsecured location.
The guest should be asked to sign the top half of each tag. The claim checks should be
removed and given to the guest. The tags should be attached to the bags in the presence of
the guest and the bags should be immediately placed in the bell stand closet.
When the guest returns, the attendant should request their claim check and retrieve the
baggage from the bell closet. At no time should guests or any other unauthorized personnel
be permitted to enter the checkroom. The attendant should retain and destroy all claim
checks. This eliminates the possibility of someone acquiring it in an attempt to defraud the
hotel.
In the event that a guest has lost their claim check, positive identification must be made
prior to the guest being given their baggage. The hotel should maintain a log for lost
baggage claim checks. The attendant should ask the guest to describe the baggage in detail
and inquire about any luggage tags or other unique identifiers on the baggage. An entry
should be made on the log, including the number and description of bags being stored. The
guest should be asked to sign the log, and this signature should be compared to the
signature on the baggage tag. If the signature doesn’t match, the guest should be asked to
present photo ID. If it is an additional member of the party retrieving the bag, the guest’s
name should be compared with the registration file. If the person is not registered to the
guest’s room, the guest should be informed for security reasons that the bag cannot be
returned and that the person who checked the bag must return to retrieve it.
If unused luggage tags are lost or misplaced, the numbers of those tags should be entered
into the log to prevent a third party from attempting to defraud the hotel.
Guest Security
V-16
At times, a bag may remain in storage for a long period of time. The hotel should
investigate to see if the guest is still registered. If the guest has checked out and has not left
instructions for long term storage, then the bag should be moved to lost and found. Guests
wishing to store their bags for a long period of time should be provided with a written copy
of the hotel’s policy for long term storage. A pick-up date for the baggage should be
established. In the event that the bag is not claimed by that date and additional provisions
have not been made, the bag should be placed in the hotel’s lost and found and disposed of
in accordance with that policy.
If the hotel loses a guest bag, a loss and incident report should be completed. A report
should be filed with the hotel’s insurance carrier, and the guest should be provided with
their name and contact number.
In the event that a hotel chooses to store large items or packages for a guest, care should be
taken to ensure that they are secured and handled in a fashion similar to normal baggage.
Dostları ilə paylaş: |