【正文】 estroom related storage areas, such as Pantries, Linen Closets etc. Keys will only be carried by: RoomsDivision Director Front Office Manager Executive Housekeeper Duty Manager GRAND MASTER B Opens all other doors on the Hotel Premises. Keys will only be carried by: Director of Security Duty Manager FLOOR MASTER Only opens those doors on the floor indicated. Keys will be carried by: Assistant Executive Housekeeper Floor Supervisors Room Attendants 21 R3. KEY CONTROL MASTER KEY DISTRIBUTION SECTION MASTERS (BACK OF THE HOUSE) Allows Department Heads access to those areas under their immediate jurisdiction. FUNCTION ROOM KEYS This are individual keys assigned to the guest or to authorized employees. OFFICE KEYS Individual keys assigned to employees with authorized access to certain offices. 22 R3. KEY CONTROL LOST MASTERKEY/DUPLICATION LOSS OF MASTERKEY It is needless to say that losing a master key is a very serious matter and if proper controls are followed should not happen. Andy employee losing a key or keys must inform their supervisor or department head immediately, who in turn will advise the Director of Security. A search should be conducted immediately in order to prevent that this key will be used for illegal purposes. The consequences of a lost and not found master key are very severe and apart from possible loss of reputation of the hotel, financial loss due to changing a lot of locks it could also cost you your position. FILING AND DUPLICATION OF KEY The Director of Security is in charge of the entire key control system. This includes all locks and keys on the premises without exception. He is responsible for the inventory and issuing of all keys. During his absence the Resident Manager must approve the person who shall maintain substitute control. No key may be duplicated outside the hotel. Should this happen, severe disciplinary action will be taken against the offender. CONTROL OF KEYS The establishment of a tight key control system is for the benefit of security and to minimize the cost and time of maintenance. REQUEST FOR KEYS The person who can authorize a request for key repair and replacement is the Resident Manager. The Great Grand Master, Grand Master Keys and the Emergency key can only be issued with approval of the General Manager. 23 R3. KEY CONTROL LOST MASTERKEY/DUPLICATION ISSUE OF KEYS The Director of Security will only issue keys upon receipt of the request in writing from the Department Head with the approval of the Resident Manager. HANDLING SERVICE KEYS Keys that are used by hotel staff who are working shifts should be arranged so that keys are handed over at the change of shift. Unused keys should be left in the Department Heads Office key box (after properly having signed in and out for them) before leaving work. INSTALLATION OF A NEW LOCK Any person who wants to install a new lock or padlock must request this through the Director of Security, after having obtained the written approval of the Resident Manager. 24 R3. KEY CONTROL KEY CONTROL – GUEST ROOMS GUEST ROOM KEYS It is the policy of the Hotel that guest keys are not handed to guests before inquiring from them their names and verifying that they are registered into that room. Keys should not rest on counter tops or desks at any time, nor should they be given to anyone other than the registered guest unless a signed release from the guest is provided. Guests expect a key upon check in. To ensure this: 1. Collect and file all available keys. 2. Have Housekeeping deliver all keys to the Front Desk several times a day. 3. Calculate needed keys once a week. 4. Obtain every guest room key upon checkout. ROOM NUMBERS It is the policy of the Hotel that room numbers of guests are not divulged to those requesting this information. Telephone Operators may not provide a caller with the room number of a guest, even when the call originates from within the hotel. Likewise, the reception personnel at the Front Desk should not give out a room number. Instead, the inquirer should be directed to the house phone and connected with the room. Take caution when registering a guest not to announce the room number to the lobby as the Bellman approaches KEY REPORT BOOK Guest room key control is a very important part of hotel security. A missing or broken key report should be sent every Monday to the Resident Manager. (see attached). 25 R3. KEY CONTROL OPENING DOORS OPENING DOORS It is policy of the Hotel that the Housekeeping staff do not open guest room doors on request. They are asked to refer the guest to the Front Desk to pick up a key. This can be explained to guests that it is for their protection. For outside deliveries, the Room Attendant must not open the door, but should refer the delivery person to the Assistant Manager. For services performed by hotel staff, guest room door opening procedures must be clearly defined and municated to Housekeeping personnel. 26 R4. MINIMUM QUALITY SERVICES GLOSSARY S For the hotel way * For reference to ID Manual C For change N For new items 27 R4. MINIMUM QUALITY SERVICES FRONT OFFICE Audio Visual Services Requests to be handled for slide proj