Issued: ASIA PACIFIC ROOMS DIVISION Index Nº:

27/01/10 POLICIES & PROCEDURES CON-05-03-008

Revised: Department:
01/05/2013 CONCIERGE / PORTER

Subject: Master Key, Pager and/or Phone Log 2 pages

POLICY

All key, pager and/or phone movement must be recorded for security and safety of both Staff and Guest.

PROCEDURE

Sign in and Out

• The Concierge/Porter must collect the Porter keys, pager and/or phone from the Back Office/Security
Office at beginning of each shift.

• The Concierge/Porter will need to sign out along with a witness on the logbook. Likewise, it will have
to be signed back in at the completion of the shift or if the employee is required to leave the hotel
during their shift.

• Every Porter will need to sign in their Porter keys, pager and/or phone in the appropriate register.

Responsibilities

• Between shifts, Porter keys, pager and/or phone are never to be handed directly to another
employee. This is to ensure that each Porter is accountable for any inappropriate use of their
equipment while on duty.

• A Porter who signs out a master key is responsible at all times for the safety and actions of that key.

• Whilst on the guest accommodation floors, if a guest claims to have left their key in their room and
asks for the porter to open the door, the porter should advise the guest that due to security reasons a
new key must be provided at reception. At no time should the porter let the guest into the room
unless full identification is verified in the PMS. This is process is required to protect both the porter
and the guest.

• In the case of any lost porter keys, the Assistant Manager is to be contact immediately.

• After investigation if key cannot be located:

− If a programmable key then a new key is to be programmed and the porter responsible is to
swipe in all access locks to lock out the old key.
− If it is a manual key then General Manager is to be advised to determine the action to be taken.

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REFERENCE DOCUMENTS

POLICY AND PROCEDURE SUPPORT DOCUMENTS

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