STANDARD OPERATING

PROCEDURE

HANDLING GUEST LOST KEY

TASK NUMBER: 009/SOP/FO/GWKG/2017
EFFECTIVE DATE: January 2017
DEPARTMENT: Front Office
DIVISION: Room
REVISED DATE:

Objective:
1. To ensure the front office team member are provide all guest with high standard of
security and safety procedure
2. To ensure the front office team member giving room key to the right guest
3. To increase guest satisfaction

WHAT/ STEPS HOW/ STANDARDS

1. Verifying Guest’s a. Upon receiving the request for an extra key, obtain the guest’s name
Name and room number

b. Verify guest’s name with the Realta and also check guest particulars
such as his date of birth. Inquire politely and inform guest that this is
done to verify that the guest is who he says he is
Use phrases such as :
“Mr. Smith, for security purposes, may I have your date of birth?”

2. Inquire Reason for Politely inquire the reason the guest requires an additional key. (Also
Request check the total number of persons in the room and if guest is alone, the
extra key should be accounted for).
Use phrases such as :
“May I inquire as why you would require an additional key?”

3) Issuing Guestroom keys should only be given to registered guest. Keys should not
be given to spouses, children, or other person unless their name appear on
Guestroom Keys the registration information
 WHAT/ STEPS HOW/ STANDARDS

When someone approaches the desk and requests a replacement key.

4) Replacement /
Positive Identification which contain picture of guest must be verified. To
duplicate of guestroom
confirm that the person is registered in that room.
keys

This is best accomplished by asking the person for a government issued

photo bearing ID, such as a driver’s license or passport.

If guest is not carrying ID then guest to be escorted to the room to open the
door and ask guest to show the ID.

5) Ask for help If the guest may not be identified satisfactorily, call the Duty Manager for
help and explain the situation (Not In front of the Guest).

6) Call security if The Assistant Manager must call Security if necessary

necessary

7) Issue new key If the ID is correct, issue a copy or a new key.

Prepared By: Signature: Approved By: Signature:

Dedi Wahyudi Iyok Supriyatna

Front Office Manager General Manager