HANDLING OF ROOM KEYS
INTRODUCTION
The responsibility for issuing and controlling room keys always lies with the Front Office
staff. In some hotels the Bell counter or enquiry desk may have this responsibility and in
some hotels the receptionist will be responsible.
Regardless of who carries out this task there is a need to implement some control system
to ensure that the keys are issued to authorised persons only.
KEY SYSTEMS
Most hotels operate either a traditional key system or the electronic key system which is
now widely available. The two most common key systems in operation are:
(a) Manual keys.
The Standard manual key system in operation comprises of
Master keys – Which open all doors and are held by a few senior members of the staff,
e.g. Duty Manager and the Housekeeper.
Room Keys – There are two sets of keys for every room; first set is allocated to the Guest
and the second is kept on a duplicate key board which is kept secured and is usually
located in the back office or Front Office Manager’s office, to use in case of a guest lost
his room key.
(b) Electronic key cards.
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Handling of electronic card keys and its procedure.
This system functions through a computer terminal at the front desk. The terminal selects
a code, which will permit entry and produces a card for the guest’s use. Once a code is
entered and a card produce all previous codes are cancelled and cards issued to previous
guests no longer function. This takes the form of plastic key card that have a unique lock
combination which is changed with the arrival of each new guest. It creates a secure room
without the trouble of replacing lost conventional keys.
The electronic key is placed in a “slot – type” lock on the door to the guest’s room; when
it is correctly placed into the lock, the door will unlock
Guest checks in. Relays code to that
Issues room key room
Guest registers.
Guest is issued
with a room card..
Door will open only
Relays heating control With that coded key.
message to that room. New card code for
The guest’s room is each new occupant
automatically included to the room.
in the heating circuit
as soon as it is occupied.
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Advantages of the Card Key.
It is virtually fool-proof.
Claims for theft and losses of valuable from rooms become almost negligible.
There is no necessity to replace lost keys or locks.
No number is shown on the card. Therefore if found by a “would be a thief” it is
useless for him.
More than one card can be issued for a particular room, which is useful for
families/joiners/twin room.
Guest need not return keys when leaving the hotel saving the receptionist’s time.
Mode of advertising.
Integration into property management system (PMS).
Disadvantages
Initial cost of installing the system is very high.
Need regular maintenance in adverse whether condition.
Room number is not given on the card key.
Since card key is light in weight, it can be easily misplaced.
Operational procedure of Room Keys.
In many hotels keys and mail are stored on racks located at the Reception Counter.
The rack consists of “Pigeon holes” large enough to hold regular size mail, with a key
hook above. Each “pigeon hole” is clearly indicated by the room number.
Keys are issued from here on requests and keys which are not in use remain on the
appropriate hooks.
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Issuing Keys to individuals
Room keys are issued to guests on completion of registration process. The room key may
be issued to the guest personally or to the member of staff accompanying the guest to the
room, e.g. bell boy. At all other times, keys should only be issued to guest on
presentation of identification, e.g. the key card.
Issuing keys to groups.
For group arrivals and check-in, keys may be organised in advance and distributed to
guests in individual envelops.
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Key Card
Some hotels give a” key card” to their guests when they are checked in. This is either a
card or a small booklet which has the guest’s name, room number and room rate on it.
The Room Key Card is filled and handed over to guests soon after filling the registration
card. The information to be filled in the key card is ascertained from the registration card.
For the guest to find his way back to the hotel, since it contains a map.
For the guest to know his meal plan and room rate.
For the guest to identify himself when using credit facilities.
For security purposes when handing over the room keys.
For the purpose of advertising the hotel facilities.
Controlling Room Keys.
For the security of both the guest and the establishment the issuing of room keys must be
very strictly controlled. The theft, loss or unauthorised duplication of keys could have
serious implications. In such cases, immediate supervisors should be informed at once.
You can implement a simple system of key control:
Guest should be encouraged to hand in keys, if they leave the hotel and
recollect them on their arrival.
Keys should be always placed on the correct hook.
A regular inventory of keys should be carried out and missing or damaged
keys reported.
The Master key when not in used should be kept under the custody of security
Personal.
Identification should be sought and verified if necessary prior to issuing a key
to a guest.
Unauthorised staff should not have access to room keys.
Keys should be retrieved from guests at the time of check out with the help of
bell staff.
Prevent the misuse of guest room keys.
Periodically key inventory including the duplicate keys should be carried out
especially during the night shifts with the help of auditors to prevent misuse of
room keys.
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