MAIL & MESSAGE HANDLING 2ND SEM

MAIL & MESSAGE HANDLING

Introduction

Mail handling is a very important activity of the front office department of the hotel. When guests are away from their homes because of any reason may be business, official, personal or any they need a contact address where they can receive their urgent mails, couriers, fax, parcels etc. Very often guests travelling and staying at hotels need to be contacted by their family or their colleagues of their office. Thus, they may receive letters, parcels and packets at the hotel address. The guest might also want to communicate with them. The hotel in such cases acts as an agent for receiving or forwarding such mail or messages. All the mails addressed to the hotel are received by the front office and depending upon the hotel customs handled by the front desk, bell desk or information desk. The way the mail is handled by the front office shows the efficiency and attitude of the hotel staff. It is a vital duty of the front office department to hand over all mails to the respective guest without any delay. Any delay and carelessness shown by the staff may result in great dissatisfaction.

Following are some of the sources of mails and messages

·         Fax

·         Emails

·         Telegrams

·         Telex

·         Letters and Parcels

 Mail Handling

The term “mail handling” covers up both incoming and outgoing mail. The mails received at the bell desk counter are date and time stamped and then these are sorted out at the counter itself. The mails are sorted as guest mails or hotel mails and then they are arranged in an alphabetical order. The hotel mails are further divided into official mails and employee mails.

1)   Incoming mail: Mail that is coming from various destinations to the hotel is called “Incoming Mail”. Incoming mail is stamped with the date and time of receipt and details like senders name, date of receipt, time of receipt, receivers name etc. are entered in a register called the “Mail and Message Register” for future record. The mail is then sorted and arranged alphabetically

Sorting Incoming mail: Incoming mail is sorted into “Guest Mail and Hotel Mail”. The “Hotel Mail” is again divided into “Official Mails” and “Employee Mails”.

1. Guest mail: The incoming guest mail is sorted in three categories i.e. mail for the

a)      In-house guests or Present guests

b)      Checked-out guests or Departure/Past guests

c)       Expected arrival guests or Future guests

a)      In-house guests: The guest mail is first arranged in ALPHABETICAL ORDER and then checked against the INFORMATION RACK to identify the present guests. Wherever applicable the room no is entered with the help of pencil on the letters and the guest mails are delivered in the guest rooms by the bell boy. If a guest is not in his room, in that case the mail is placed in the appropriate room no pigeon hole in the mail and message rack and is handed over to him when he comes to the bell desk/information counter to deposit or collect his keys.

b)     Checked-out guests: Sometime the hotel receives mail for the guests who have already departed from the hotel after having stayed for some period. If a guest is expecting mail or parcels to arrive at the hotel post his departure, the hotel to avoid any embarrassment as to what to do with such mail and how to hand it over to the guest quickly, ask the departing guests to leave their contact details or forwarding address and for how long they would want their mail to be redirected to that address at the time of leaving. In other situations when there is no forwarding address mentioned the contact details on the Registration card are used to forward guest mails.

A mail is forwarded to the past guest with the help of a special card called “Mail Forwarding Card”. Many hotels keep these cards in the stationery folder in the room while others keep these cards at the Front Desk and give them to the guest at the time of departure. This card contains the address to which and the dates/period till by which the guest would like all the mails received by the hotel after his departure to be forwarded. Employee who is forwarding the mail makes sure an appropriate entry is made in the Mail Forwarding Card. These cards are filed alphabetically and when the expiry date is reached they are cleared out systematically. Any letter received after the expiry date is either returned back to the sender or in case the permanent address of the guest is available, is redirected to him at his permanent address. The remaining mail is still in alphabetical order and checked against the Mail Forwarding Cards and where applicable they are redirected. Details of mail redirected are entered on the reverse of the Mail Forwarding Card.

c)      Expected arrival guests: Before receiving mails of these guests it must be verified thoroughly that they have a guaranteed reservation with the hotel. General mail for guests yet to arrive is marked with the date of arrival and kept in the back office in the alphabetically marked pigeon holes of “hold mail” rack. An indication is made in the reservation record about this awaited mail i.e., in case of Whitney system the words “Awaited Mail” is written on the Whitney slip. In case of diary system it is recorded in the diary against his name in remarks column and in case of Computer system it is updated in the computer. The information is then marked on advance reservation slip/movement list. On the night before the arrival date, the expected arrival guest mail along with the reservation record is sent to the front desk and is kept with the receptionist in special slot on the day of arrival of the guest and when the guest arrives, the receptionist hands over the mail to the guest at the time of registration.

Incoming guest mails may further classified into two categories:

a)      Ordinary guest mail

b)      Registered guest mail

a)      Ordinary guest mail: The mails whose delivery record is not maintained by the delivering agency are known as ordinary mails. But, hotel still keeps a record of all received mails at the mail receiving desk in a mail log book to avoid any kind of future discrepancy.

b)      Registered guest mail: The mails whose delivery record is maintained by the delivering agency are known as registered mails. The postman maintains the record of delivery by asking the addressee to sign the delivery report as a token of receipt of the mail. It is advisable not to accept tampered registered mails. When registered mails are received, they are recorded in the mail log book and the guest’s signature is taken at the time of delivery.

                 ii.            Hotel Mail: The incoming hotel mail is sorted in two categories i.e. mail for the hotel official purpose or for the employees of the hotel.

a)      Official Mails

b)      Employee Mails

a)      Official Mails: The official mails are sent to the concerned and respective departments.

b)     Employee Mails:  The Employee mails are sent to the time office to be placed in the mail display board, from where the employees may collect their mails.

2)   Outgoing mail: Outgoing mail of the hotel includes mail of the hotel and guest. It is classified as:

a)      Hotel Mail

b)      Guest Mail

a)    Hotel Mail: Outgoing hotel mail is handled by the individual departments. The various departments have their own record keeping staff who maintains record of all outgoing mails. Large hotels use Franking Machine for postage. If the volume of mail is high the use of Franking Machine saves lot of time. A record needs to be kept of the quantity and costs of the mail being sent out.

b)   Guest Mail: Besides the outgoing mail of Hotel, the hotel also provides the facility or service to the guests staying at the hotel such as posting their letters, sending parcels etc. to their desired destination. Generally the bell desk keeps stamps, envelopes, letter and parcels scale. The stamp folder is used to prevent the stamps from getting lost. The folder contains separate divisions for various denominations. The stamp folder should be kept under lock and key. Any letter or parcels posted for guests must be weighed by using the letter and parcel scale to ensure that correct amount of postage is affixed and a voucher of the charges is sent to the cashiers desk. Here the hotel needs to ensure that the correct and complete address of the receiver as well as the contact details of the sender are mentioned clearly on the mail or parcel and the required charges be paid in advance to the hotel.

Some hotels use a book called postage book to keep the record of postage used. All mail for dispatch if franked by a franking machine or if the stamps are used should be entered into postage book.

The procedure of sending ordinary mail for guest is simple. The guest leaves his mail (to be posted) at the Bell Desk where it is weighed and then the necessary stamps are affixed and posted. In case of Registered mail the mail is sent to post office, which issues a special official receipt. These receipts are retained as they are required to be produced in case a claim for clarification from the guest.

 Message Handling

Receiving messages for guests in their absence, recording them and communicating them to the guests as soon as possible is an important function of the front desk staff. A message can be received either by phone or in person. The need for receiving message for the in-house guest is when the guest is not in the room. He may be out of the hotel on work or for any reason. Very often people come over to the hotel to meet the guest in person or people related with the guests might want to leave a message or talk to the guest over the telephone. When the guest is not available in the hotel then a MESSAGE needs to be taken on his behalf and then communicated to him or her. The recording of guest messages can be done manually or by computer. In case of manual message recording system “Message Slip” needs to be filled out. Usually hotels prepare the slip in triplicate.  The top one or the original copy is placed in the key and mail rack and is delivered to the guest when he comes to collect his room key, the second is slipped under his room door, and the third remains in the message book for reference called book copy. A Message Slip should be filled out completely and the complete details, name and contact details of the visitor/caller should be noted so that the guest can be informed of the same. The message noted should be repeated and confirmed in order to ensure that the message noted is correct and complete.

Hotels using computers have automated systems for delivering messages to guests.   The telephone in the guest room has a message indicator that can be switched on by the front desk in case any message is waiting for a guest. The message light will flash on the telephone instrument in the guest room. This prompts the guest that there is a message for him and he may call the front desk to receive it. In some hotels the message details may also be fed into computer and the guest may view it on the television screen in his room.

Sometimes hotel also receives message for the guests who are expected to arrive or have already departed. Guests who are expected to arrive in future will have their messages filed in alphabetical order and a note is attached to their reservation file to remind the receptionist on the pending message and messages received for guests who are expected to arrive at a hotel on a particular day should be attached to their registration cards at the front desk. Message for the guest who has checked out will be checked against mail forwarding record and if necessary redirected.

The accurate handling of messages and their delivery is very essential. In case a message is received, and if not promptly given to the guest concerned may cause problems or embarrassment which could result in a strong complaint.

Message Record Slip

HOTEL XYZ

To: _____________                                                      Room No: __________

Date: ____________                                                    Time: _____________

During your absence
Mr. /Ms._______________________
   from__________________________

Called by telephone               Came in person

 Will call again                      Please call back 

Will meet you at                    Waiting for you

                                              Please meet him/her     Urgent

               Message:

________________________________________

________________________________________

_________________________________________

Information Assistant signature: _____________________

INTERDEPARTMENTAL CO-ORDINATION

Co-ordination of Front office with other Departments

          

 Introduction:

Like a player in a football match, the front office alone cannot perform the Hotel business .The front office staff interacts with all departments of the hotel, including marketing and sales, housekeeping, food and beverage, banquet, controller, maintenance, security, and human resources to reach to the desired business results . These departments view the front office as a liaison point of communication in providing guest services. Each of the departments has a unique communication link with the front office staff.    

 Advantages of co-ordination with other departments:-

·        By the proper co-ordination, level of guest satisfaction increases.

·        It helps in increasing the sale.

·        It reduces burden on staff.

·        Helps in completing departmental objectives.

·        Departments are able to understand the problems of each other.

·        Helps in team-building

·        Improves the overall efficiency of the hotel

Co-ordination of Front office with other departments of the         

      hotel           

                        
1- Marketing and Sales Department       

                            
The marketing and sales department relies on the front office to provide data on guest histories, details concerning each guest’s visit. Some of the information gathered is based on pin code, frequency of visits, corporate affiliation, special needs, and reservations for sleeping rooms. It is also the front office’s job to make a good first impression on the public, to relay messages, and to meet the requests of guests who are using the hotel for meetings, seminars, and banquets.   

                                    
The guest history is a valuable resource for marketing and sales, which use the guest registration information to target marketing campaigns, develop promotions, prepare mailing labels, and select appropriate advertising media. The front office staff must make every effort to keep this database current and accurate.  

                                    
The process of completing the booking of a special function (such as a wedding reception, convention, or seminar) depends on the availability of rooms for guests. The marketing and sales executives may have to check the lists of available rooms three, six, or even twelve months in the future to be sure the hotel can accommodate the expected number of guests. A database of available rooms is maintained in the property management system by the front office.    

                               
At first guest contacts with the marketing and sales department, usually through the hotel’s switchboard. A competent switchboard operator who is friendly and knowledgeable about hotel operations and personnel will make a good first impression, conveying to the prospective client that this hotel is competent. Messages for the marketing and sales department must be relayed completely, accurately, and quickly.

2- Housekeeping Department            

Housekeeping and the front office communicate with each other about housekeeping room status, the report on the availability of the rooms for immediate guest occupancy. Housekeeping room status can be described in the following communication terms:     

                
• Available Clean, or Ready—room is ready to be occupied

• Occupied—guest or guests are already occupying a room

• Stay over—guest will not be checking out of a room on the current day

• Dirty or On-Change—guest has checked out of the room, but the housekeeping staff has not released the room for occupancy

 • Out-of-Order—room is not available for occupancy because of a mechanical malfunction    

Any difference in the occupancy status provided by House keeping and in the record f front office needs to be sorted out on an immediate basis. This is known as ‘discrepancy’ and the report containing the details of the same is known as discrepancy report.

                    

Housekeeping and the front office also communicate on the details of potential house count (a report of the number of guests registered in the hotel), security concerns, and requests for amenities (personal toiletry items such as shampoo, toothpaste, mouthwash, and electrical equipment). These issues are of immediate concern to the guest as well as to supervisors in the hotel.       

                         
Reporting of room status is handled on a face-to-face basis in a hotel that does not use a property management system (PMS). The bi hourly or hourly visits of the house- keeper to the front desk clerk are a familiar scene in such a hotel. The official reporting of room status at the end of the day is accomplished with a housekeeper’s room report (a report prepared by the housekeeper that lists the guest room occupancy status as vacant, occupied, or out-of-order). Any discrepancy in the status given by front office and housekeeping is sorted out at this stage . The report prepared for this purpose is known as room discrepancy report. Sometimes even regular reporting of room status is not adequate, as guests may be anxiously awaiting the opportunity to occupy a room. On these occasions, the front desk clerk will have to telephone the floor supervisor to determine when the servicing of a room will be completed.                       

     
The housekeeper relies on the room sales projections—a weekly report prepared and distributed by the front office manager that indicates the number of departures, arrivals, walk-ins, stayovers, and no-shows—to schedule employees. Timely distribution of the room sales projections assists the executive housekeeper in planning employee personal leaves and vacation days.       

                          
The front desk also relies on housekeeping personnel to report any unusual circumstances that may indicate a violation of security for the guests. For example, if a maid or houseman notices obviously non-registered guests on a floor, a fire exit that has been propped open, or sounds of a domestic disturbance in a guest room, he or she must report these potential security violations to the front office. The front office staff, in turn, will relay the problem to the proper in-house or civil authority. The front office manager may want to direct the front desk clerks and switchboard operators to call floor supervisors on a regular basis to check activity on the guest floors.       

                         
Guest requests for additional or special amenities and guest room supplies may be initiated at the front desk. The prompt relay of requests for extra blankets, towels, soap, and shampoo to housekeeping is essential. 

3 - Food and Beverage Department (service and production)

Communication between the food and beverage department and the front office is also essential. Some of this communication is conveyed by relaying messages and providing accurate information on transfers, which are forms used to communicate a charge to a guest's account. Communication activities also include reporting predicted house counts, an estimate of the number of guests expected to register based on previous occupancy activities, and processing requests for paid-outs, forms used to indicate the amounts of money paid out of the cashier's drawer on behalf of a guest or an employee of the hotel. These vital services help an overworked food and beverage manager, restaurant manager, or banquet captain meet the demands of the guest.

Incoming messages for the food and beverage manager and executive chef from vendors and other industry representatives are important to the business operation of the food and beverage department. Telephone operator of the front office department is sensitized to understand the importance f these calls and top priority is accorded to the messages taken for the in case of their non-availability in the office.

In a hotel that has point-of-sale terminals, computerized cash registers that interface with a property management system, information on guest charges is automatically posted to a guest's folio, his or her record of charges and payments. When a hotel does not have point-of-sale terminals that interface with PMS point-of-sale terminals, the desk clerk is responsible for posting accurate charges on the guest folio . The front office manager should work with the food and beverage manager in developing standard operating procedures and methods to complete the transfer of charges.

The supervisors in the food and beverage department rely on the predicted house count prepared by the front office manager to schedule employees and predict sales. For example, the restaurant supervisor working the breakfast shift will want to know how many guests will be in the hotel so he or she can determine how many servers to schedule for breakfast service. Timely and accurate preparation of this communication tool assists in staffing control and sales predictions.

Authorized members of the food and beverage department will occasionally ask the front office for cash, in the form of IOU, to purchase last-minute items for a banquet, the lounge, or the restaurant or to take advantage of other unplanned opportunities to promote hospitality. Specific guidelines concerning cash limits, turnaround time, prior approval, authorized signatures, and purchase receipts are developed by the general manager and front office manager. These guidelines help to maintain control of these paid-outs.

5 – Accounts

The accounts or controller relies on the front office staff to provide a daily summary of financial transactions through a well-prepared night audit report. This information is also used to measure management ability to meet budget targets. Since the front office provides the controller with financial data for billing and maintenance of ledgers, these two departments must relay payments and charges through the posting machine or property management system.

6 - Maintenance or Engineering Department

The maintenance or engineering department and front office communicate on room status and requests for maintenance service. Maintenance employees must know the occupancy status of a room before attending to plumbing, heating, or air-conditioning problems. If the room is reserved, the two departments will work out a time frame so the guest will be able to enter the room or be assigned to another room. Cooperative efforts produce the best solutions to sometimes seemingly impossible situations. Likewise, the requests from guests for the repair of heating, ventilating, and air- conditioning units; plumbing; televisions; and other room furnishings are directed to the front desk. These requests are then communicated to the maintenance department. The front desk clerk must keep track of the repair schedule, as guests want to be informed of when the repair will be made.

7 - Security Department

Communications between the security department and the front office are very important in providing hospitality to the guest. These departments work together very closely in maintaining guest security. Fire safety measures and emergency communication systems as well as procedures for routine investigation of guest security concerns require the cooperation of these departments.

8 - Human Resources Management Department

The recruitment, induction, training, appraisals and promotion of front office employees as well as all their personnel maters are handled by HR department of a hotel.

The human resources management department may rely on the front office staff to act as an initial point of contact for potential employees in all departments. Some managers of human resources management depend on the front office to distribute application forms and other personnel-related information to job applicants. The potential employee may ask for directions to the personnel office at the front desk.

Let us sum up

Hotel is a business unit in which several departments work in close coordination to create a great experience for the guest. Front office department can not work in isolation as its nature of work is such that it’s dependent on all other departments to closely co-ordinate and communicate with it. House keeping prepares the rooms which are sold by Front office. They closely coordinate with each other regarding the status of rooms. Food and Beverage is dependent upon front office for promotion of its product and for information regarding business forecast to plan their activities. Sales and marketing thrives on the basis of information, database and feed back given by front office to them. Security and Accounts also has close functional relationship with the front office department.

KEY CONTROL PROCEDURE

KEY CONTROL PROCEDURE 

 Introduction

Key control in hotel is essential to the security of a lodging property. Guestroom Security locks can be a critical aspect of guest protection. Control of guest room keys is one of the cornerstones of what hotels must do in order to provide safety to their guests. The guestroom doors and windows must be fortified to prevent forced entry. Innkeepers, have an obligation to take reasonable care of their guests so that they will be safe in their rooms from intrusions by people who may have room keys.  Installation of burglar proof door locking system and effective Key and key control procedure is to be followed by the hotel to ensure guestroom safety against theft. All keys whether metal or electronic should be adequately controlled. There are many types of Locks currently available but even if the hotel buys the most secured or expensive one and they do not follow proper key controlling procedures then this will easily get into the hands of criminals.

Following are some types of Locks used in hotels:

1. Locks with the key channel in the knob.
2. Standard mortise locks, which generally include a face plate with the knob, a separate key channel on the corridor side of the door, and a dead bolt unit on the guestroom side of the door.
3. Mortise locks with programmable cylinders for easy changed key combinations.
4. Mortise locks with removable cores.
5. Electronic locks with random selection of new key combinations for each guest.
6. Electronic Number combination Locks.
7. Biometrics Locks. (Finger Print, Retina Scanner etc.)

A number of systems have been introduced to add to the re-key and core change capabilities of guestroom lock sets. As a security reason hotels are now having locks which are integrated to the dead bolt, so that turning the knob will automatically release the dead bolt as well as the basic latch.

Electronic Key card locks provides an effective method for "locking out" cards previously issued and allowing admission to only the current guest. Electronic card systems may also employ a touch-pad system in which a special code is established for each guest during his or her stay.

This usually requires a guest to enter a sequence of numbers known only to the guest in order to enter the guestroom. And when the guest check’s out control sequence of the prior guest is cancelled automatically and the lock set receives the communication to accept the new combination.

A variety of electronic systems is available; most include one or more of the following elements:

·        A mortise lock integrated with an electronic card reader.

·        A card key which either communicates with the front desk computer and permits entry or which is compatible with the permission-level within the microchip in the lock set unit in the guestroom door. This establishes entrance capability either at the time the card key is being produced or upon introduction to the door lock.

·        A computer terminal at the front desk or adjacent area which produces the card key and selects the code which will permit entry by a new card key and will reject all prior units issued for that room.

·        A computer capable of providing millions of combinations for entrance to a guestroom.

·        A battery source and/or hard-wired system for energizing the lock system.

·        Touch-pad system.

·        The capability of "timing" the card so it no longer functions as of a set time, such as upon check-out.

ASSESSMENT

1.    Discuss the different types of locks used in hotels.

2.    What do you understand by “Biometric Locks”?

4.2.2 Different types of Keys

 To open guest room doors hotels use two types of keys, which are:

1.    Old Conventional keys or Hard/Metallic keys

2.    Electronic card Keys

Old Conventional keys or Hard/Metallic keys: These are the keys which are in use since ages. These keys are found only in small hotels. In this system the key fits into a keyhole in a lock; preset tumblers inside the lock are turned by designated keys.

 The key is issued to the guest when room is assigned to him by the receptionist. Key is handed over to the guest by keeping the key in the key card or Key jacket. Key card/jacket is a kind of envelope to place key. It contains information like guest name, his room number, date of arrival, date of departure and about facilities of the hotel and the guest is requested to sign the card. Whenever a guest wishes to go out of the hotel, he deposits the room key at the information desk. And, when he comes back to collect his room key, he is requested to produce his key card so that the key is handed over to the authorized person after verifying his signature. At the time of departure the guest has to return the room key at the information counter and required to obtain a clearance. .

Hotel XYZ

Key Card

Guest Name: ____________________

Room No. _______________________

Date and time of Arrival: ________________________

Date of Departure: ____________________________

NOTE: Please produce the key card to receive your room key.

Authorized Signatory: _____________

Format of Key Card

Hotels are using old conventional keys system should consider following policies to provide safety and security to their guests

1.     Room keys must not have any form of tag which identifies the hotel or key blank which is particularly unique among the surrounding area's hotels. No key tag at all is preferred.

2.     Keys must not have the room number on them. Keys must be identified by a numeric or alpha code. Explain to the guest that the coding system is for their protection. That code cannot, in any way, directly correspond to the building or room numbers.

3.    When keys are given to guests at registration the guest's room number must not be said aloud if there are others in hearing range.

4.    Guests should be asked for their room keys at checkout by the Guest Service Agents (GSAs). Hotel employees, particularly Housekeeping and Bell staff, who see guests who are obviously in the process of leaving the hotel for the final time (taking their luggage out), should ask guests if they have returned their room key. This is also a good time to thank them for staying with you and make other pleasantries.

5.     Room attendants and others who find keys in guest rooms or elsewhere should place them in their pockets or in the locked key boxes provided, not on their carts where they are accessible to others, and handover  them to their supervisor to be returned to the Front Desk.

6.     All section masters, room masters, grand masters and emergency masters, (normally kept in a safety box) should be signed out each time they are taken and their return noted. All of the keys should be stamped "DO NOT DUPLICATE." Employees who carry these keys should be spot checked to insure they have them on their person. The inspection is logged in the front office log.

7.    A record must be kept of how many keys are made for each room and when they are made. This record must be reviewed on a weekly basis by the General Manager. The General Manager must initial and date the key making log each time s/he reviews it.

8.    If indicated something wrong as a result of this review, the General Manager must instruct the maintenance staff either to rekey the lock or to exchange room locks around within a housekeeping section in order to save the expense of rekeying the locks. Numbers on keys must be adjusted accordingly and overstamped until the old number is illegible and the new number stamped nearby if locks are swapped in a section. As a standard practice it is recommended that some locks in a section be moved quarterly.

9.     A log must be kept of all lock swaps and rekeyings.

10. If a section master is lost under circumstances which may result in hotel guests being at risk, the entire section should be rekeyed. While rekeying a section consider also rekeying to a new grand master and emergency master so that you are in effect beginning a phased rekeying of the entire hotel.

11.  If a master key or emergency key is lost under any circumstances it must be immediately reported to the Head of the Department followed by Security Manager or General Manager. After the circumstances are discussed, they can decide whether the entire hotel should be rekeyed.

12.  As an additional step, the General Manager or somebody s/he delegates the responsibility to must cross index all incidents of theft, missing property, damage, etc. as follows:

• Room Number or Location. (Watch out for locks that have been moved.)
• Names of potentially implicated employees (usually more than one). You may discover that room thefts never occur when so and so is off or regardless of the room number so and so was working in maintenance or housekeeping.

Remember, Hotel staff must do their best to protect guests by anticipating their potential problems and protect their business by taking "reasonable and prudent care" and documenting their actions over problems.

Electronic Key cards: "Key cards are considered one of the things that can help an establishment get a higher rating”. Electronic key cards are similar to ATM cards they have an attached magnetic strip that is coded by the check-in computer and read by the lock on the hotel room door. The card key is fed with the details of the guest such as guest name, room number, date of arrival and departure. Locks, in this system are equipped with the card reader and open only when the right card key code is matched. A whole new key, with a different code, is created for each room with every change of guest. The codes from the previous use are wiped out by the computer and replaced with a new pattern that is also sent electronically to the room lock.  In this type of locking system guest need to deposit his key at the information desk while going out or during checkout from the hotel.

                The traditional mechanical locking hardware also provides a high level of security but it’s not as cost effective or efficient as Electronic Key cards. If a guest fails to remember to deposit his room key at the time of check-out at information desk, lock has to be re-keyed, and new key must be distributed and it costs high amount. Where as in case of electronic key cards if the card is lost or misplaced by the guest a new card is issued to him on his request which is when inserted to the lock, the old card and code will automatically get expired and the lock will get open with the help of new card key. The card keys are anonymous and easily changed, making it nearly impossible for a would-be burglar to pick up a card and break into a room. The card costs less amount and can be reused many times.

Common systems consist of a computer, access control system software, and a database program to manage authorizations. The computer connects to data-gathering panels located in telephone rooms or at the door (this connection may be hardwired or routed via an Ethernet network). Each controlled access door is equipped with a card reader, an electric lock, a door position switch, and a request-to-exit device. These devices are wired to the data-gathering panel to operate locks.

Advantages of Electronic Access Control: Electronic access control systems offer many advantages over traditional key-based access control in terms of cost savings, increased security, and convenience, and they can be considered for any security upgrade plan. One of the biggest benefits to electronic access control is it mitigates the need for keys.

Below mentioned are some advantages of card keys:

·         Convenient guest room access via a card vs. fumbling with keys.

·         High levels of security by tracking and controlling who has accessed (and when).

·         In the event of a break-in or a security question, the hotel has the "ability to do a lock interrogation. They can run a report based on that particular lock and find out exactly which keys have been in that lock and when." Housekeeping and maintenance have master keys that will also show up on the report.

·         Provides a log of valid and attempted entries through controlled access doors.

·         Mitigates the need for re-keying (a user’s access privileges can simply be turned off).

·         Saves the cost of rekeying doors and the inconvenience of distributing new keys.

The only drawback to the technological version of room security is demagnetization. If an electronic key is carried too close to a magnet or other credit card, it can lose its code. "If that happens, in that case guest needs to contact reception for getting his room key activated.

Control of keys

It is important for the Front desk to exercise a strict control on guest room keys for the safety and security of guests’ belongings. To ensure strict control over keys Front desk should adhere following points.

·        Mail and Key Rack: To keep track on the room keys, mail and key rack must be used by the Front desk. The keys of occupied rooms should be with the guests while they are in the hotel. When guest goes out of the hotel, he should leave his room key at the information desk, who would keep it in the rack. The room keys of vacant or unoccupied rooms should be at the appropriate pigeon hole of the mail and key rack and if it is not there then the missing keys of the vacant rooms are tried to be located which could be with the housekeeping or bell desk. It is checked, and if not found needs to be entered in the report and details of missing keys list is made. There are times when a room key may be lost or a guest may forget to return the key while checking out of the hotel. In such cases room numbers are noted and tried to get in touch with the guest to get the room key back. If it does not work out in that case the door look must be changed immediately to prevent unauthorized access to the room.

·        Key control sheet: Key control sheets are maintained by information desk employees in the night. In this sheet details of all guest room keys are entered such as keys of occupied rooms, vacant rooms and details of missing keys. So that if there is any kind of discrepancy needs to be investigated and corrected immediately.

  

Hotel XYZ

Key Control Sheet

Date: __________

Time: __________

Keys of occupied rooms at front desk

S. No.	Room No.	Name of Guest	Baggage Position	Bill Amount	Remarks

Vacant room whose keys are missing

__________________________________

Details of Missing Keys

Room No.	Name of the Guest who stayed last	Check-out Date and Time	Bell Boy at the Time of Departure	Front Desk Agent on Duty at the Time of Departure

Signature of front desk agent

__________________________

Key Control Sheet Format

·         Collection of Room keys: At the time of guest departure, Front desk agent ensures that room key has been deposited by the guest.

·        Keys must be signed for personally by the employee to whom they are issued. 

  Summary

 The quality of a guest’s hotel experience is frequently dependent on the consistency with which hotel standards of service are applied. Where the existing systems break down, guests will complain.  The proficiency of hotel in handling guest room keys lead to greater guest satisfaction. Therefore, it is important for the front desk to adopt proper key issue procedure to prevent unauthorized access to the guest rooms. To ensure security of the guest and the guest’s belongings and to prevent intrusion in the guest’s privacy, it is very important for hotel to have strict control over guest room keys. A lack of proper key control system may result in loss of revenue to the hotel as a room which is vacant may be shown occupied and may also cause confusion and chaos as an occupied room may be accessed by an unauthorized guest.  Hotels having an effective and efficient key control system makes guest feel comfortable and secured.