STANDARD OPERATING PROCEDURE OPENING IN-ROOM SAFE PROCEDURE TASK NUMBER: DEPARTMENT: DATE ISSUED: GUEST EXPECTATION: TIME TO TRAIN: ASSM-0006 Assistant Manager January 2005 I expect the hotel to provide a secure a safe environment for myself and my belongings with respect for my privacy 40 minutes Why is this task important for you and our guests? Answers: Guest can experience our efficient and accurate service We must maximize guest satisfaction Avoid guest complaints Demonstrate my professionalism Improve GSTS score Task – Open In Room Safe Procedure Page of WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) Equipment The In-Room Safe Deposit Box Service Unit is kept in a Front Office safe deposit box The key to the safe deposit box must be placed in an envelope sealed and signed by both the Assistant Manager and the Security Shift Leader The Service Unit is placed in the Duty Managers Safe Why does the key of the safe deposit box have to be kept in an envelope sealed and signed? 2) Guest inquiry The Guest Service Center has to call the Assistant Manager immediately when a guest requires opening the In-Room Safe Deposit Box How many people need to sign the Deposit record? The Assistant Manager must inform the Security Shift Leader Both the Assistant Manager and the Why is it important that people Security Shift Leader must sign the sign? Front Office Safe Deposit Box Record in order to gain access to FO Safe Deposit Box Obtain the In-Room Safe Deposit Box Service Unit and go to the guests’ room 3) Verification Task – Open In Room Safe Procedure Verify the guests’ identification Ask Why we have to verify the to see guests’ ID If not available, guests ID? check guest’s date of birth and compare with FO Page of Ask the guest to describe the items What should we if the guest is in the safe deposit box for additional not happy with our question? security Open the safe deposit box in full view of the guest WHAT/ STEPS 4) Item confirmation HOW/ STANDARDS TRAINING QUESTIONS Confirm all items are intact Why we have to keep record in Recode the safe deposit box and log the logbook? in safe deposit box logbook Return the In-Room Safe Deposit Box Service Unit to Front Office safe Do I need to return this unit deposit box (Duty Managers Safe) immediately? 5) Checked out guest - guest called hotel If the guest has checked out and left Where can I check to get the valuables behind in the Safe Deposit address or telephone number of Box, every attempt must be made to the guest? contact the guest and inform him of the items found in his/her guest room deposit box The Assistant Manager and Security Why the Asst Manager and Shift Leader must go to the room Security Shift Leader go to the with the Service Unit and Logbook room with the service unit and log book? Open the Safe Deposit Box in the guests’ room Complete the Access Logbook Task – Open In Room Safe Procedure Page of 6) Item check list List all the items removed from the Why they have to sign on the guests’ safe Both Assistant Manager list and record all items removed? and Security Shift Leader are required to sign the list If I can not reach the guest via Confirm with guest via phone about telephone, what else can I do? items found or not Items will not be sent to the guest before reconfirmation with Executive Office (EAM), especially if value exceeds US $200 WHAT/ STEPS 7) Items handed over to guest HOW/ STANDARDS TRAINING QUESTIONS Return the Service Unit to the Front Office Safe Deposit Box Both the Assistant Manager and Why both need to sign? Security Shift Leader must sign the Safe Deposit Box Access Logbook Guests’ items must be kept in a new Why does the key have to be kept Guest Safe in the FO guest safe area in the security office? and the key given to the Security Manager This key has to be in an envelope and sealed This has to be reported in the Security Logbook and Executive Management informed 8) Safe opening when previous Task – Open In Room Safe Procedure If a guest requests the safe to be Why could the content belong to Page of guest has checked out opened and the content belongs to the previous guest? the previous guest, the same procedure (as section above) applies ATTENTION: The Duty Manager has to keep items in Safe until guest calls hotel Executive Management needs to be informed Summary questions: What is the procedure for maintaining the key of in room safes and where can I find all devices necessary to open a safe? a) How many people need to sign the Deposit record? b) What is the process for opening a Guest’s Room Safe? What should we if the guest is not happy with our question to describe the item contained in their safe? a) Why we have to keep record in the logbook? b) Where I return the In room Safety Deposit Box Service to? How I action a guest who has checked out but forgotten to clear the safety box? In this instance, why does the key have to be kept in the security office? How I open a safe when the previous guest has checked out? Task – Open In Room Safe Procedure Page of Now ask the Trainee to practice the whole task from start to end to test competency Task – Open In Room Safe Procedure Page of ... guest requires opening the In-Room Safe Deposit Box How many people need to sign the Deposit record? The Assistant Manager must inform the Security Shift Leader Both the Assistant Manager and the... the Duty Managers Safe Why does the key of the safe deposit box have to be kept in an envelope sealed and signed? 2) Guest inquiry The Guest Service Center has to call the Assistant Manager immediately... In-Room Safe Deposit Box Service Unit is kept in a Front Office safe deposit box The key to the safe deposit box must be placed in an envelope sealed and signed by both the Assistant Manager