KEYS AND THEIR CONTROL

Keys and their Control Individual heads of departments are responsible for all the keys in their areas. The housekeeper is usually responsible for more keys than any other departmental head.

Types of Keys

Types of Keys Emergency Key Master Keys Guestroom Keys Supply keys The housekeeping department is primarily concerned with the following categories of keys: Emergency Key Master Keys Guestroom Keys Supply keys Card Keys

1. Emergency Key This key opens all the doors, even those that the guests have double-locked. In addition, it also double- locks the room against all other keys. Hence, the emergency key should be well-protected. It should be stored in a secure place such as the hotel safe, a safe-deposit box, or a metal cabinet that only the general manager or the security officer can access. Some properties may also keep the E-key off the premises. Its use should occur only in emergency situations such as a fire or when a guest or employee is locked in a room and needs immediate assistance. Most housekeeping personnel do not use emergency keys on a day-to-day basis.

These keys open all guestroom doors that are not double-locked. 2. Master Keys These keys open all guestroom doors that are not double-locked.

Master Keys (Contd..) Grandmaster Key Pass key/Master Key They are separated into four levels of access: Grandmaster Key Pass key/Master Key Section Master or Sub-master Keys Floor Master Key

a. Grandmaster Key This key opens all hotel guestrooms and often all housekeeping storage rooms as well. It can also double-lock a room if access to it has to be denied. This key can be used in emergency situations when it is vital for a manager to enter some or all areas of the hotel. It is itself kept under lock-and-key at the front desk of hotels.

b. Pass Key/Master key This key is kept by the deputy or assistant housekeeper and will open any internal door that has not been double-locked.

c. Sub-Master/Section Master Key These keys open all rooms in one work section of a hotel. 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.

d. Floor Master Key A GRA is given this key to open the rooms 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. If the employee has rooms to clean on more than one floor or area, he or she may need more than one floor key. Floor keys typically open the storeroom for that floor too.

3. Guestroom Keys These are keys issued to guests upon their registration. The guestroom key opens a single guestroom so long as it is not double-locked. A code number representing the room number is typically stamped on the key. Guests are asked to hand in their keys when they go out and the keys are then put on a key board, which should be kept out of view of passer’s-by as a security precaution. A guestroom key not hanging on the key board should indicate that the guest is in the hotel.

4. Supply 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. Store keys, office keys, and linen room keys are examples of such keys.

5. Card Keys Many hotels nowadays use the card key system. This type of room-locking mechanisms uses regular door locks and special plastic cards that act as keys to unlock the doors. The plastic cards look like credit cards with holes punched in them. Some have a magnetic strip instead of 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.

Card Key

Key Systems

Key Systems There are two types of key systems followed: Conventional/Traditional Key System Electronic Key Card System

1. Conventional/Traditional Key System This is the most widely used system and is still in use. The following are the types of keys used: Emergency Key Master Keys, which includes grand-master key, pass key/master key, sub-master or section master key, floor master key. Room Key Supply Keys [Note: All of the above keys already discussed in detail.]

2. Electronic Card Key System There are now electronic card systems in place of traditional keys. An electronic card key is a computer encoded plastic key, which offers maximum security as one can programme a different card for each guest.

2. Electronic Card Key System (Contd..) The computer is programmed to print out a different number each time the room is let; The number is selected randomly and can be any number between one to several million. The door-lock is linked to the computer and will open only when the card with the new code is inserted in the slot. The new card automatically cancels all previous cards.

2. Electronic Card Key System (Contd..) The card systems enable one to change the combination at will and issue new cards. Room Maids and housekeeping staff are issued a sub-master key card, which is programmed for the number of rooms in each section. In most countries, security systems are very carefully studied and treated seriously. In our country also, these types of electronic card keys are being used in many hotels to offer maximum security.

Advantages of Electronic Card System It ensures complete security since the loss of the key has no repercussions on the room security. No room number is printed on the card—hence if someone finds the key, it is of no use to him. The lock combination too can be changed with ease by issuing a new key in the eventuality of the loss of a key. At the time of issue more than one key can be given to a guest if there is double occupancy in the room.

Advantages of Electronic Card System (Contd..) It is possible to trace the receptionist who issues the room key by the print out at the end of the day. An alarm is set off if the wrong key is inserted in the slot, thereby alerting security.

Key Control In the housekeeping department different keys are used for the proper functioning of department. Before starting the daily routine duties, different keys are issued to different members of the department according to their duties and their area of work and responsibilities.

Key Control (Contd..) From security point of view the keys are very important for the security of guest belongings and hotel property, so the keys are issued to the responsible person before the shift starts and is received back at the end of the shift and key register is signed every time for receiving and issuing of keys.

Key Control (Contd..) All the keys are handled carefully and a proper control system is maintained by front-office and housekeeping department respectively. Entry of keys is done in a register, before issuing and also after receiving it back so as to ensure proper check and control over keys. It is necessary for security reasons and to avoid any theft and mishap etc. Room keys are taken care by the front-office department. Section/Sub-master key, pass key, floor master key are handled by the housekeeping department by desk control.

Key Control (Contd..) Emergency Key/Grandmaster key is generally held by the General manager/Executive Housekeeper/Rooms Division Manager or Duty Manager. Extreme care is taken while handling this key.

Uses of Emergency key Emergency key can also open double locked doors and there are instances where it is necessary. For example, most hotels have a rule stating that check-out time is 12 O’clock noon and when the hotel expects to be full at night, but if a guest is out and has not packed, then usually the hotel will double lock his door (with the emergency or grandmaster key) ensuring that he cannot enter his room. When the guest contacts reception he is requested to check-out. (If necessary, the hotel packs and removes guests’ luggage.

Uses of Emergency key (Contd..) Again, guests who stay for a long time in hotels usually settle their bills weekly but when their credit has crossed a certain amount then generally they are left a note asking them to settle their accounts. If they ignore the note, generally the hotel double locks the door, again ensuring that they have to contact the front office for an explanation.

Uses of Emergency key (Contd..) Used as a precautionary measure in case of an emergency, e.g. illness or injury. Used when access to a room has to be prevented e.g. in case of death. It is held by the security officer, general manager, duty manager and sometimes by executive housekeeper.

Keys and their Control (Contd..) In almost all the hotels, the door of the guestroom gets automatically locked when they are closed. Inside the door knob, there is a small button which when pressed, the room gets double locked and the hotel staff cannot enter the room. Some hotels also provide chain from inside the door for extra security at night for the guest.