ROOM KEYS LEFT IN GUEST ROOMS

Guest Expectation:

It can happen occasionally that in my rush, I forget to take my room key with me. It is important that a replacement room key is provided quickly and my belongings are not at risk.

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. If a guest forgets the room key in his room, it is important, that he/she can rely on our honesty in handling this issue properly.

STEPS	HOW/ STANDARDS	TRAINING QUESTIONS
Finding a key in an occupied guest room	Room Attendant must leave the key where it is. Do not remove the key.	Why do I have to leave the key in an occupied guest room where it is?
Checkout rooms	Room Attendant must keep the key and hand it to the Floor Supervisor at the end of shift. Make note on the Work Sheet.	Why do I have to hand the keys to the Fl. Supervisor? Why do I note this issue on the worksheet?
Return keys to the Front Office	All keys are to be handed to the Housekeeping Coordinator.  Office Coordinator must return the key to the Front Desk after his/her shift every day.	Why do I have to return the keys? Why can’t they just put them in the rubbish bin and advise Front Desk by phone?

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

Summary questions:

1. What is the first thing I do if I see a guest’s room key in the room?

2. Does it matter if the guest has checked out?

3. What happens if I lose or misplace the key?

4. What does the Housekeeping Office do with a key?