MASTER-KEY HANDOUT

Standard :

Master keys in a hotel are handled with the highest priority to ensure guest safety and the safety of guest belongings.

Why is this task important for you and our guests?

Answers: 

1. This control is necessary for the safety and security of guests and their possessions.

2. I understand the repercussions if Master key handling is hap-hazard.

STEPS	HOW/ STANDARDS	TRAINING QUESTIONS
Inventory date	Housekeeping department  internal monthly Key inventory time will be on afternoon 6 o’clock of 20th each month
Hand out master key	Each key has to be kept in the key cabinet. Supervisor and Attendant take the floor Master Key when signing to work. The Key will be handed out after the signature is verified by the Office Coordinator or the Housekeeper. The Office Coordinator must only handle one staff at one time.	Why does the key need to be locked away in a key cabinet? Who has to sign for the Master key? Who hands out the master key? Why can we not all sign for the master key at the same time?
Log Book	The logbook includes the floor number, date and signature. Nobody can take the master key without signing in the logbook. Clip the key with the key caddy on your trousers.	Can I borrow the key just for 5 minutes without signing for it? Why can I not only carry the key in my hand?
Broken keys	If the key is broken or bent inform your Floor Supervisor. The key has to be returned to the Executive Housekeeping or Assistant Executive Housekeeping immediately? A new key will be issued by Front Office Manager or his/her Assistant in exchange with the old key. The key must not be given to anyone. You are personally responsible for this key.	Can I keep a broken key as a gift? When do I have to return the key? Who and when do I get a new key? Can I give the key to my colleague, just for a minute?
Control	The Office Coordinator must check the distribution according to the record after completing the distribution. Compare the safe to the registration list. If there are discrepancies, please refer to the Executive Housekeeping or Assistant Executive Housekeeping Pay attention that key distribution is correct. Always lock the key box.	Why do I need to compare the key cabinet to the log book? What discrepancies could that be?
Return keys	After completion of the shift, the keys must be returned to the Housekeeping office and countersigned.  After all keys are returned, the key cabinet must check for completion – all keys returned.  If a key is missing. This needs to be reported to the Executive Housekeeping or Assistant Housekeeping immediately for further action. If a key cannot be found with 1 hour, it has to be reported to Security in writing with a copy to the Executive Office. ( Loss Report)  A new key has to be issued and all locks recoded depending on authority.	Can I keep the keys until the next day when I have to work overtime? What happens when a key is missing after the check? To whom do I have to report a missing key? After what time do I have to report my key missing to Security?

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

Summary questions:

1. What is important when handing out the master key?

2. Who controls the log book?

3. Who hands out master keys?

4. Who conducts the key audit at the end of shift?

5. What happens when all keys have not been returned?

6. When does Security get involved?

7. What do I have to do when my key is bent?

8. When must I return the key?

9. Ultimately who is responsible for your key?