A LOCKED SAFE DEPOSIT BOX IN A CHECKED OUT ROOM

Guest Expectation:

It can occasionally happen that I forget to open my Safe Deposit box when I am rushing my departure. In these instances I expect a hotel representative to contact me and ensure the safe return of my goods.

Why is this task important for you and our guests?

Answers: 

1. I am able to increase the GSI score.

2. I can show my professionalism.

3. Guests have important items in this box and when they forget these items, they expect the items to be returned to them swiftly.

STEPS	HOW/ STANDARDS	TRAINING QUESTIONS
Inform HK Office	The Room Attendant must inform the Housekeeping Office of any checkout room with a locked safe.
Inform Security Manager & Assistant Manager	HK will inform the Security Manager and the Ass. Manager that a Safe Deposit Box is closed in the Guest room The Duty Manager and Security Manager will go to the guest room to open the safe. They follow a specific “In Room Safe” procedure.	1. Why does HK not open the safe? 2. Why do I need to call HK?

Now ask the trainee to practice the task from start to end to test competency.

 Summary questions:

1. How can I remember to check the safes of departing guests??

2. Can I call the Duty Manager to open the safe?

3. Why might a guest forget to open their Safe Deposit Box on departure?

4. Can I turn the room over for checking or must I wait until the Safe is opened? Who will notify me?

5. What happens to the items after the Assistant Manager and Security Manager open the safe?