Keys

[2nd Semester Accommodation Operations | UNIT 6 BHM154 | IHM Notes]

A key is used to open any lock.

Operation of Locks 

All doors of the guests’ rooms in hotels lock automatically when we close them. This is designed to offer maximum security. Inside on the doorknob, there is a small button which enables the guest to double lock the door from inside for maximum security. When the door is double locked small pin shows outside, then the hotel staff will not enter the room and treat the guest room as a DOUBLE LOCKED (D/L) room. Many hotels also have chains inside the rooms for extra security at night for the guests.

Types of Keys

• Metal Keys The traditional locks which open with metal keys and heavy key tags are attached to them with hotel name and room no. printed on the tags.

• Computerised Key Cards In the modern days, computerized key cards have replaced traditional metal keys. These keys are programmed by computers and look like credit cards and are also known as CARD KEYS. They can have magnetic strips at the back of the key card, or some have punched holes which are programmed.

Categories of Keys

1. Guestroom Keys

These keys are issued to the guest by the front office on arrival. The guestroom keys open a single guestroom but not the double-locked ones. Normally guest keys have heavy key tags to discourage them from taking it out of the premises.

2. Master Keys

These keys open the guestrooms that are not double locked and the four levels are:

a) Sub Master Keys/Section Keys - These are issued to room attendants, Valets, Room Service waiters, Minibar Service staff. Usually, the key opens the door of a section of room on a floor only but not the double-locked ones. Section means 12-15 room as assigned by management to be maintained by one chambermaid/room attendant. Chambermaid/room attendant is expected to wear a gadget (waist belt) around their waist for the safety of the keys.

b) Floor Master Keys - These keys are issued to floor supervisors. This key opens the entire floor. It enables floor supervisor to supervise all the room which are not double locked. Floor supervisors will be issued more than one-floor master key if they are responsible for more than one floor.

c) Pass key/Master key - This is generally issued to Deputy Housekeeper /Assistant Housekeeper. This key allows access to all the room in all the floors of a hotel which is not double locked. It enables Assistant Housekeeper to check any room at any time at random. This key at times can also be issued to Floor supervisor in case they are responsible for many floors at a time.

d) Grandmaster key - This is the only master key which can open the room even if it is double locked. Opening a double-locked door means interfering in guest privacy so managements consent is required to use this key. It can also double lock a room if access has to be denied. Due to the importance of the key, this is kept only with Executive Housekeeper, General Manager and Rooms Division Manager and Security Manager.

3. Emergency Key

This key is used very rarely only in emergency situations like fire, or when an employee is locked in the room. This key opens all the doors of the hotel which are double locked and can also double lock a room to restrict access. It is generally kept in hotel safe, or safety deposit box.

4. Supply Keys

These keys are used storerooms, linen room, office where the cleaning agents and equipments, important documents are stored.

Some other programmed key cards are

5. Power Down or Back up Key Card

In the event of power failure or computer maintenance, pre-prepared power down or backup keys are issued to guests checking-in. These are usually kept in a secure place with the duty manager.

6. Guest Lockout Key Card

This key may be issued to block a guest’s entrance into a room. A new key-card will return the lock to normal.

7. Maintenance or One-Shot Key card

This is like a Guest key but is issued to a staff, usually someone who is on contract, like a T. V Engineer. This key will open only one room in which he/she has to enter to do the work or repairs, and can be used only once.

8. Timer Controlled Key Cards

Apart from the magnetic strip key cards, some hotels use door locking system, which operate through a clock located within the lock. The key card is issued for the room at the time of check-in, for the duration of the guest’s stay, so that the card ceases to be valid at a pre-determined time on the day of the departure. It can be used in situations like when the guest doesn’t check-out in their scheduled time without information or when the guest doesn’t clear / settle his account within their credit limit after reminders too.

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Computerised key cards

In the modern days, computerized key cards have replaced traditional metal keys. These keys are programmed by computers and look like credit cards and are also known as CARD KEYS. They can have magnetic strips at the back of the key card, or some have punched holes which are programmed. The computer codes the cards to lock and unlock the doors. The computer creates new room lock codes for each room. Batteries with a life of several years power the microprocessor and card reader, within the lock. When batteries are running low, an indicator flashes light. The batteries are charged again to operate normally. Key cards are programmed to operate at a number of access levels. The access level depends upon the designation of the staff.

Advantages of Computerised Key Cards

1. It provides increased security for guests since metal keys could be easily duplicated and most of them had the number of the room stamped on them making it easy for a stolen or lost key to be used for entry but these key cards do not have any visible indication of what room they open.

2. They also offer more security as it can be programmed differently for each guest and would also work till the guest departure date is and then would have to be again programmed by the front desk.

3. Also if by chance the guest carries the room key with him/her or the key is stolen, the particular room’s lock has to be changed, as there is always a chance of theft in the room with the old key. The card system cuts out that danger completely.

4. When a master key is lost, all the locks have to be replaced for the safety of the guests; but it is extremely costly and practically impossible to do. A card system allows us to change to code of the locks at our will, and new cards are issued. This system has become a phenomenon in all star category hotels as safety and security plays the most important role in today’s hospitality industry.

Essential Features of Computerised Key System

In selecting appropriate computerized key card system for a property, it is important to have:

1. Reliability – so that every time the key code is changed it works.

2. Speed – for speedier guest check-in.

3. Simplicity – so that every time computer experts are not required to handle the keys.

4. Control – to limit room access and keep track of, to whom are the keys issued and who uses them.

5. Easy installation – for cost-effectiveness.

6. Software integration – to connect the hotel system to the computer.

7. Expansion and upgrading capability – to always be at par with the latest development.

8. Responsive service and support – to back-up the investment.

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Key Control

The control of guestroom keys is one of the cornerstones of the hotel security that guests have a right to except under common law. Key control is the process of reducing guest property theft and other security-related incidents by carefully monitoring and tracking the use of keys in the hospitality operation. If there is no key-card lock system, the following policies should be considered for key control:

Coding

A few precautions to take while coding is as follows:

• Room keys must not have any form of a tag that identifies the hotel.

• Keys must not have the room number on them.

• Keys must be identified by a numeric or alphanumeric code. That code should not, in any way, directly correspond to the building or room numbers.

Issuing Keys

Apart from the basic precautions for all the keys, there is more stringent security for keys with higher access.

1) Guestroom Keys:

These are the keys with minimum access, unlocking just the one room. When keys are given to guests upon registration, the guest’s room no. must not be spoken aloud if there are others within hearing range. Room Nos. should be shown to the guests in writing with a reminder that they should note it down if a guest check-in packet is not used. Explain to the guest that the coding system is their protection. GRA’s and others who find keys in unoccupied guestrooms 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 turn them in to their supervisor to be returned to the front desk.

2) Master and sub-master keys:

All section master keys, room master keys, grand master keys, and emergency master keys (normally kept in a safety box) should be signed out each time they are taken and their return noted in a key control sheet. All the keys should be stamped ‘do not duplicate’.

Custody of Keys

These are the precautions to be taken while the key is with a guest or employee after being issued as per the correct procedure.

• Employees should not be allowed to loan the keys assigned to them to one another.

• Employees should hand over keys whenever they leave the property, even the meal breaks.