Safe deposit box local hotel policy and

procedures - template
Introduction

Where available hotels must provide safe deposit boxes to registered hotel guests free of charge.

Persons permitted to use the hotel Safe Deposit Boxes are as follows:

a. Registered guests
b. Cashiers handling hotel funds or departmental floats
c. Concessionaires only with approval of the General Manager
d. Housekeeping for Lost and Found property

Limitations.

Safe Deposit Boxes are not to be to be used for the personal property of associates or non-registered
parties without the approval of the General Manager.

The hotel shall adhere to the following standard at al times Guest Services Collection (OPS-FRO-290).

The limitations on the total value of the items placed in any one safe deposit box must be in
accordance with state or country law.

The amount established must be published in a clearly visible location in every guest room and the
notice must strictly comply with the requirements of the applicable state or country law.

The hotel must maintain security of the safe deposit box 'master' or 'control' key at all times.

If the guest has direct access to the safe deposit box, the control key may not be left unattended.

Issuance of Safe Deposit Box

1. The hotel must record the following on a safe deposit box agreement form1 when a guest
requests a safe deposit box.

 Date
 Name of guest

1
Documents generated for this protocol are considered sensitive and should be treated as confidential information in line with Marriott Global
Privacy Policy (MIP-91)

Personal Data; means any information that is related to an identified or identifiable natural person. An “identifiable person” is a natural person
who can be identified, directly or indirectly, by reference to an identifier such as a name, a unique identification number, an email or IP
address, location data or other information associated with the individual, such as guest account information, associate personnel information,
or other data specifically recognized as Personal Data by applicable laws, regulations or legal authorities.

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

The information in this document was prepared for use by Marriott owned, leased and managed hotels. It is provided to Marriott franchised hotels for
information only. Marriott franchised hotels are solely responsible for their own incident management protocols and communications. Franchisees and
franchise management companies should consult with their own legal counsel and advisors to ensure implementation of reasonable protocols and
communications at franchised hotels.
  Permanent address
 Room number
 Safe deposit box number

2. The hotel must present the form to the guest and get his/her signature before providing the safe
deposit box.
3. Guests must place his/her valuables in the inner box.

At no time should the hotel associate touch or handle the items being placed in the safe deposit box,
even if the guest requests the associate to verify or inventory the contents of the box

4. The hotel associate must place the safe deposit box in the locked box in the presence of the
guest and give the guest the key.
5. The hotel must provide the safe deposit box key to the guest and inform them the safe deposit
box may only be opened with that specific key.
6. The hotel must also advise the guest of any penalty for loss of the key.

Guest Access to the Safe Deposit Box

 The hotel must ensure that the guest signs an access card in the presence of an associate each
time the guest requests access to the safe deposit box
 Guest should provide legitimate personal ID and hotels must compare and match the access
card signature with the signature on the safe deposit box agreement form, regardless of
frequency, and/or how well the associate knows the guest
 The hotel must only give access to the safe deposit box to those guest(s) who originally signed
the agreement
 The hotel will ensure 24-hour guest access to safe deposit boxes

Surrender of Safe Deposit Box

 Upon surrender the hotel associate and guest must check the safe deposit box and verify it is
empty after the guest removes its contents.
 The hotel must receive the safe deposit key from the guest upon surrender.

Unusual Size or Value

 The hotel must refer guests who have unusual requests for the use of safe deposit box to the
General Manager or Controller.
 When items that are too large for the safe deposit box or have a very high value, the General
Manager or Controller may make arrangements with a local bank.

Lost Keys

Under no circumstances will the hotel hold a second or duplicate key for a safe deposit box reserved
for guest use.

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

The information in this document was prepared for use by Marriott owned, leased and managed hotels. It is provided to Marriott franchised hotels for
information only. Marriott franchised hotels are solely responsible for their own incident management protocols and communications. Franchisees and
franchise management companies should consult with their own legal counsel and advisors to ensure implementation of reasonable protocols and
communications at franchised hotels.
The guest should be advised at the time of issuing of the penalty for the loss of the key. Should a key
be lost by the guest, a locksmith will be contacted to drill and replace the lock, the cost of which will be
borne by the guest. Should a key be lost by an associate, the same procedure will apply, and they will
be responsible for the costs incurred.

During an audit, if any box key cannot be accounted for the following procedure shall apply:

 Check the relevant record and ascertain the last person to have used the box.
 Establish contact and determine what information they have concerning the loss of the key.
 If the guest cannot be contacted or cannot assist, the box shall be forcibly entered and an
inventory made. The contents will then be placed in the hotel safe and appropriate enquiries
carried out. All the above procedures shall be witnessed throughout.

Where a hotel does not have Safe Deposit Boxes - the hotel or other designated safe may be used for
the storage of guest’s property. In such circumstances, the following procedure will apply: Guest safe
deposits should be held in numbered sealed bags that also have a numbered tear off strip, which
should be given to the guest.

 Any deposits held should be recorded on the float count/ handover sheet.
 The tear-off strip should be surrendered when the guest requires access or when the deposit is
returned, it should then be attached to the float count/ handover book to inform the next shift
that the deposit has been removed.

If the tear-off slip has been mislaid, the guest should present personal ID and the Manager / Person on
Duty should be called and the guest signature should be agreed following comparison with the
registration card/ record card, prior to the deposit being returned.

Guest’s safe deposits should also form part of the safe checking procedures at the shift changeover.

Training Records.

Associates whose responsibilities include assisting guests with safe deposit of valuables must
complete the relevant training. All trained associates must sign the training register included in this
template. In addition, the training register must be signed by the trainer, and finally, signed and dated
by the hotel manager or front office manager.

This document should be reviewed and signed by the Hotel Manager / Front Office Manager and
retained for reference by the responsible person at the property.

Hotel Manager / Front Office Manager…………………

Signature……………………Date……………………….
Safe Deposit Box Training Record Card.

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

The information in this document was prepared for use by Marriott owned, leased and managed hotels. It is provided to Marriott franchised hotels for
information only. Marriott franchised hotels are solely responsible for their own incident management protocols and communications. Franchisees and
franchise management companies should consult with their own legal counsel and advisors to ensure implementation of reasonable protocols and
communications at franchised hotels.
I the undersigned have read and understood the above policy and received training in the management
of the hotel’s safe deposit boxes.

Associates Name Associates Sig Trainer Sig Date

MARRIOTT CONFIDENTIAL AND PROPRIETARY INFORMATION

The information in this document was prepared for use by Marriott owned, leased and managed hotels. It is provided to Marriott franchised hotels for
information only. Marriott franchised hotels are solely responsible for their own incident management protocols and communications. Franchisees and
franchise management companies should consult with their own legal counsel and advisors to ensure implementation of reasonable protocols and
communications at franchised hotels.