CHAPTER 7

ENSURING GUEST SAFETY AND SECURITY

BY GROUP 1 :
Dacula, Sondrix
Dela Cruz, Ernest Lyod
Emuelin, Greenfield
Galindo, Krystal Mae
Gampay, Jhon Mark
Imboc, Carl Jehuhazar
Jumawan, Angeline
Minoza, John Angelu
Suaybaguio, Filicity
Tare, Alyssa, Nicole
CHAPTER 7
ENSURING GUEST SAFETY AND SECURITY
Objectives:
1. To educate students on the fundamental principles and procedures of ensuring guest
safety and security within the context of front office operations, including key issuance,
access control, and handling guest information.

2. To provide students with a comprehensive understanding of potential security risks

and threats that may arise in a hotel's front office, enabling them to identify and
proactively address these issues to enhance guest safety.

3. To equip students with the necessary knowledge and skills to effectively communicate
and collaborate with other hotel departments, such as security and housekeeping, in
order to maintain a secure and safe environment for guests throughout their stay.
JUMAWAN AND MINOZA

HANDLING OF ROOM KEYS

According to Prince Kumar (2023), it is the duty and
responsibility of the front desk staff to ensure the right
guest is given the key to his room and his safety and
security pertaining to issuance of key is not compromised
or violated during his stay in the hotel. Front Desk Agent
should never give keys, room numbers, messages, parcels
or mails to any person without first requiring appropriate
identification.

One of the most important aspects of hotel security is

key control. Without this, criminals or robbers can have
access to a guest's room, putting the personal safety and
valuables of the guest at a serious risk.
JUMAWAN AND MINOZA

HANDLING OF ROOM KEYS

Some security measures that are now being adopted in relation to
key handling are as follows:

1. Change from the traditional keys to modern electronically

operated or computer generated keys.

If the traditional key is used, guests are advised to leave their

keys to the reception desk as they might misplace it or leave it
else where when they go out. This is not necessarily required
when electronic keys are used.

Traditional Keys
JUMAWAN AND MINOZA

HANDLING OF ROOM KEYS

Modern hotels now use an electronically operated key that is
made of plastic and somehow resembles a plain card. It is filled
with small holes on one end that the door lock could read when
inserted. There are electronic keys that are also used to activate
all electric lights and electrically operated appliances in the room.

Electronic keys are placed by many hotels in a key card or key

booklet.

Key Card
JUMAWAN AND MINOZA
HANDLING OF ROOM KEYS
2. Desk clerk should give the room key only to the
registered occupant.
3. Never give the key to the guest's joiner, visitor or
even his/her nearest relative in unless there is a
written authorization from the guest himself.
4. Keys should be kept in key cabinets, away from the
sight of guest and the public.
5. Keys for lockers and cabinets are to be in thw
custody of designated custodian or stock clerk.
6. Key custodian should never lend his keys to anyone
nor allow someone to open cabinet and get stocks
thereat
7. There must be at least three sets of room keys- 1set
for the guest, 1 for housekeeping and another 1 for
the duty manager.
8. In receiving and returning keys, always log in and sign
in the logbook so that it is easy to trace who is
accountable if ever it gets lost.
9. Room attendants are advised to attach their key to
their uniform so that it does not get lost.
10. If a room key cannot be found, change it or
interchange the lock set of the room to another room
and floor so that the finder cannot open the door.
11. Turnover keys with proper endorsement.
12. If a guest happens to leave his key to his room and
request the front desk to have it opened, it is important
that the identity of the guest be verified first.
13. If the room attendant is asked to open a guest's
room, ask for the guests' key just to maake sure he is
the registered occupant.
SUAYBAGUIO

PROTECTION OF GUESTS’ VALUABLES

THE SAFETY DEPOSIT BOX

What is Safety Deposit Boxes (SDB)?

Purpose: Safekeeping of guests'
valuables.
Location: Front Office with a custodian
(desk clerk or cashier).
Modern option: In-room safety deposit
boxes with guest key provided at
check-in.
SUAYBAGUIO

PROTECTION OF GUESTS’ VALUABLES

THE SAFETY DEPOSIT BOX
Using the Safety Deposit Box
Availability: Free for registered guests through Reception desk.
Access Procedure:
Fill out SDB Registration card (name, room number, specimen
signature).
Use SDB key and master key to open the safety deposit box.
Releasing Valuables:
Verification through SDB registration card.
Receive an SDB release card for documentation.
Surrender the key after receiving valuables.
TARE
2. If not found, the matter is referred to
Security for investigation.

2.1
Security officer gets details - description of lost
DEALING WITH valuable, time, place, etc.

LOSSES OF GUESTS’
VALUABLES
Check logbook of roving security if a visitor or
2.2 joiner was spotted during the time of loss

1. Guests who reports lost item

shall be assisted by the

2.3
Housekeeping staff in Suspects of theft like room boy/chambermaid
are investigated during the time of loss.
searching for their lost item at
the Lost and Found section.
The logbook should be
checked for reports on lost
valuables.
2.4 Guest is informed or results of investigation
TARE
3. Lost items left by guests in guest rooms shall be
surrendered to Duty Manager and lost and found
procedures shall apply.
DEALING WITH
3.1
The finder fills up the Lost & Found Receipt
LOSSES OF GUESTS’ below and signs it.

VALUABLES
Then turns over the lost and found item to the

3.2 Duty Manager who will keep it in a designated

cabinet for lost items.

When an owner claims for the item, the front

3.3 desk shall ask for the description of the item and
validates it against the ones written on the lost
and found item and validates it against the ones
written on the lost and found slip. Once the
description matches the one on record, the lost
Original Copy: Attached to L & F article
item is turned over to the guest who will then
2nd copy: Finder
sign in the Lost and Found slip.
3rd copy: Housekeeping office
TARE
DACULA & GAMPAY

2. In the event that an unknown visitor ask for the

SECURING GUEST
room number or whereabouts of a guest do not
reveal it. To the ff:

AGAINST POSSIBLE 2.1. Ask the guest's name

THREATS AND 2.2. Do not just say "just a moment"

LOSSES 2.3. If a room boy or housekeeper is ask

1. Inside the hotel, guests
identity, room number or
whereabouts should not be
revealed to anyone unless
advised to do so by the guest
himself as when he is
expecting a visitor.
about this matter, he/she must refer this
matter to the front desk for disposition.
2.4. If you are the desk clerk do not give the
number, do the 2.2
2.5. If the visitor is not known to the guest
and appear to have suspicious motive, do
not allow him/her to locate the guest.
DACULA & GAMPAY

SECURING GUEST 3. All calls of house guest should be screened.

AGAINST POSSIBLE 3.1. Ask fo the name of caller
THREATS AND 3.2. Tell the caller "Let me check if he is in his room.

LOSSES 3.3. Verify with the called party if he wants to

entertain the call.

3.4. Turnover the line to the guest only if he says he

wants to receive the call.

4. Advise guest or visitor not to entertain people nor

transact business with unknown and suspicious person.
DACULA & GAMPAY

5. Should you notice a suspicious joiner leaving the

SECURING GUEST room of a guest, make it a policy to check with the

guest for possible theft before allowing the joiner to

AGAINST POSSIBLE
leave the hotel. Many guest become victim of a
syndicate whereby the guest is lull to sleep with drugs
(usually mixed with drinks) and the visitor rubs him of
THREATS AND his valuables. Part of the security policy of some hotel
is for the floor/area guard or a room boy (if there is

LOSSES no floor guard) to alert the lobby guard that a lady

joiner just left in the hotel room and must be on hold
until she is cleared of possible theft in the room. If
there are no guard, the desk clerk can call the guest
directly in his room and said: "Mr. Guest, your lady
visitor just left your room. Is everything okay with you?
Would you like to check if your valuable are impact" If
nobody answer the room report it to the duty
manager, who will put the lady on hold, have the room
of guest opened to check his condition and take
appropriate action if he has been robbed of his
valuables.
DACULA & GAMPAY

6. Visitors of guest are required to register and to

SECURING GUEST be interrupted by the security for proper

identification and to find out whom they are going

AGAINST POSSIBLE to visit and purpose of their visit.

THREATS AND
7. Visitors entering guest rooms are monitored and
their identification and time duration and visit is
logged down by the roving security.
LOSSES
8. For security reasons, some hotel inforce a policy
of not allowing unescorted joiners of guest in the
room from 10pm to 6am. This is usually written
under the "house rules of guest".

9. Joiners who are suspect for robbery are held for

investigation until cleared of their liability.
GALINDO

DEALING WITH SUSPICIOUS OBJECTS OR PERSON

SUSPICIOUS LOOKING PERSONS AND OBJECTS ARE TO BE
REPORTED IMMEDIATELY TO THE SECURITY OFFICE OR DUTY
MANAGER FOR PROPER INVESTIGATION.

IN THE EVENT THAT A SUSPICIOUS OBJECT IS FOUND IN THE

PREMISES OF THE HOTEL, THE FOLLOWING SHALL BE
UNDERTAKEN.

2.1 DO NOT TOUCH THE OBJECT NOR OPEN IT FOR IT MAY

EXPLODE IF IT IS A BOMB.

2.2 REPORT TO THE SECURITY OFFICE (IF THERE IS ONE) OR

DUTY MANAGER.

2.3 SECURITY OFFICE OR DUTY MANAGER WILL COORDINATE

WITH BOMB EXPERTS TO CHECK THE OBJECT.
GALINDO

DEALING WITH SUSPICIOUS OBJECTS OR PERSON

2.4 IF THE OBJECT IS PROVEN TO BE A BOMB OR

EXPLOSIVE, THE SURROUNDING AREAS AROUND THE
EXPLOSIVE SHALL BE CORDONED.

2.5 GUESTS AND OCCUPANTS WITHIN THE AFFECTED

AREA WILL BE ASKED TO VACATE THE SAID AREA.

2.6 A BOMB DISPOSAL SQUAD SHALL BE ASKED TO

HANDLE THE EMERGENCY.

2.7 CAUTION EVERY ONE TO CALM DOWN AND ASSURE

THEM THAT EVERYTHING IS UNDER CONTROL.
EMUELIN

KEY HANDLING AND CONTROL

THE MAIN POLICY TO CONSIDER IN KEY HANDLING:
•REQUIRE GUEST TO LEAVE THEIR CASE AT THE FRONT DESK WHEN
LEAVING THE HOTEL TO MAKE SURE THEY DO NOT LEAVE IT
ELSEWHERE.

SAFEKEEPING AND ISSUANCE OF THE KEY:

1. When not in use ok set should be kept in the cabinet

2. Set of keys should only be issued to appropriate employees as needed each day,
at which time they sign for their keys.

3. The main cabinet must be kept at all times.

4. he should not be brought out of the hotel property by any employee if the
concerned key holder needs to leave the hotel during the day he or she must turn
over their keys to the their respective supervisor who will log down the turnover.

5. All sets of keys are usually equipped with either hardened steel key ring belt clip
combination or a leather key case and belt.

6. To avoid lossing the keys, at touch it to one's belt or around the waist.
EMUELIN

KEY HANDLING AND CONTROL

7. Employees receiving keys well of knowledge and signed the logbook indicating the
set of numbers.

8. Kiss must be indoors by outgoing stuff to incoming room attendant or night

supervisor or night room cleaner at the end of the working shift. The turnover must
be acknowledged or signed by both the endorsing and receiving party.

9. All keys should be sight-inventoried by the night supervisor or night or room

cleaner in charge at the end of the evening shift (11:30pm) any loss or discrepancy will
be reported immediately to the housekeeper.

10. At the end of each working days, keys are to be placed in the key cabinet, with
the cabinet locked and housekeeping locked.

11. There must be a special set of keys designated "opening keys" this set will have a
key to the area in which case are kept, and many key cabinet in the set. This set of
keys can be left in the custody of the front desk. Manager when the housekeeping
office is locked. They will be picked up each morning by which supervisor in charge
in the opening of the house and will be returned to the front desk manager each
evening as the key area is locked.
EMUELIN

KEY HANDLING AND CONTROL

12. Inventory the numbers of keys available for each
guest room.

13. Limit the number of keys in the rack and make ways
for the key to be uniformly positioned.

14. No you're properties policy and procedures for:

a. Issuing key to employees

B. Reporting stolen or lost key
c. Requesting key replacement
d. Custody and protection of emerging key
e. Custody and protection of master key
15. Do not forget to retrieve keys from the guest upon
checked out, use phrases such as "may have the key to
your room sir?" Or have you deposited your key in our
key deposit box?"
IMBOC

SCREENING VISITORS
What screen visitors mean?
It is the process through which you assess a
reservation's risk level by investigating the guest
in a detailed, legal and non-discriminatory way.

As a business operating in the hospitality industry,

these are the questions you should be asking
yourself with every check-in. You need an
effective guest-screening process to protect your
company, properties and community from bad
guests and the associated risks.
IMBOC

SCREENING VISITORS
Understanding your guests is crucial to maintaining the
standards and security of your establishment, whether
it’s a hotel, an Airbnb, or another short-term rental.
Asking open-ended, yet thoughtful questions can
provide valuable insights about your guests, enhancing
their experience while also protecting your property.
However, for a more efficient, reliable, and
comprehensive guest screening process, we recommend
leveraging the power of AI-based solutions such as
Autohost. By utilizing AI, you can automate your guest
screening, saving time, reducing risk, and providing a
seamless experience for your guests.
IMBOC

SCREENING VISITORS
DELA CRUZ

HANDLING BOMB THREAT CALLS

Telephone operators must be very discreet in handling bomb threat and other related calls
in as much as the security of the hotel and it's occupant are at stake. When the bomb
threat is receive by the telephone operators he/she should;

01
KEEP THE CALLER ON THE
NOTE THEM DOWN IN A BOMB THREAT
LINE AS LONG AS POSSIBLE,
TO BE ABLE TO GETS AS
MANY IMPORTANT
INFORMATION.
04
YEE DUTY MANAGER WILL COORDINATE
WITH THE SECURITY OFFICE ( OR WITH
THE POLICE IF THEY HAVE NO SECURITY
OFFICE) FOR APPROPRIATE ACTION.
USUALLY BOMB DISPOSAL SQUAD IS
SENT TO MAKE BOMB SEARCH. IF
INDEED THERE IS A BOMB THE
AFFECTED AREA ARE CONDONED.
02 03
ASK IMPORTANT INFORMATION AND
INFORM THE DUTY
SHEET, QUESTIONS TO ASK INCLUDE; MANAGER RIGHT
AWAY, AND GIVE HIM
1. Where's the bomb?
THE DETAILS.
2. What kind of bomb?
3. When is it set to explode
4. Where are you?
5. Who are you?
6. Why are you doing this? 05
IF THE PRESENCE OF THE BOMB IS
CONFIRMED, THE AFFECTED AREA IS
CONDONED AND OCCUPANTS ARE
ADVICE TO VACATE THE AREA.
THANK YOU