Transcript Safety and Security

Safety and Security
Safety and security are two responsibilities
of hotel managers. Guests expect to sleep,
meet, dine, and entertain in a facility that
is safe and secure – and are entitled to
reasonable care under law. Housekeeping
personnel can help meet this guest
expectation and, in some cases, make the
difference in the property’s safety and
security system.
Safety
A term that pertains to discussing
disaster preparedness, fire prevention
and protection, protection devices, and
conditions that provide for freedom
from injury and damage to property.
The two hotel departments most likely to have the
largest number of accidents and injuries are
maintenance and housekeeping.
One basis for this frequency is the sheer laborintensity of these two departments.
In many operations, housekeeping and
maintenance employ more people than any
other department.
Another reason lies in the fact that working in
housekeeping or maintenance involves physical
activities and equipment use – both of which
increase the risks of accident and injury.
To reduce safety risks, the executive
housekeeper must be aware of potential
safety hazards and develop procedures to
prevent accidents.
Safety should be a top priority. Ongoing
safety training programs help ensures that
safe conditions are maintained in all work
areas.
To develop programs, management must be
aware of the laws that regulate the work
environment – and more specifically, how
those laws affect housekeeping personnel.
Employee Morale and
Management Concerns
Unsafe working conditions have a negative effect on
employee morale. If employees are preoccupied with
hazardous conditions in the work place, they will not be
able to perform the best of their ability.
For most part, it is difficult to motivate employees until
unsafe conditions are corrected.
One of management’s top concerns should be for the
health and welfare of employees.
Employees are one of the most important assets a hotel
has. If managers want employees to provide quality
service, they must treat employees fairly and with
respect. Respect for an employee’s right to work in a
safe and hazard free environment is a good place to
begin.
Potentially Hazardous Conditions
Accidents and injuries do not have to occur. By
following three simple rules, employees can
contribute to a safe, accident-free work
environment:
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Take adequate time
Correct unsafe conditions immediately
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Do it safely the first time
Lifting
Housekeeping tasks often involve lifting
heavy objects. Employees may also be
required to move furniture in order to
complete a thorough cleaning task.
Incorrectly lifting heavy objects such as
bags, boxes, and containers may result in
strained or pulled muscles and back injury.
In turn, these injuries can result in loss of
work and long-term pain and suffering.
Employees can also incur cuts and scratches
when lifting items such as trash or dirty
linens which contain pointy objects or
broken glasses.
In all instances, employees should know
what conditions to look for and the special
precautions to take.
Some guidelines for safe moving
and lifting:
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Inspect the object before lifting. Do not lift any item that
you cannot get your arms around or that you cannot see
over when carrying. Get help if it is too heavy.
Look for any protrusions, especially when lifting trash or
bundles of linen. Quite often, these items contain pointy
objects or broken glass. Exercise special care to avoid
injury.
When lifting, place one foot near the object and the
other slightly back and apart. Keep well balanced.
Keep the back and head of your body straight. Because
the back muscles are generally weaker than the leg
muscles, do not use the back muscle to lift the object.
Bend slightly at the knees and hips but do not stoop.
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Use both hands and grasp the objects using the
entire hand.
Lift with the leg muscles.
Keep the object close to the body. Avoid twisting
your body.
When setting an object down, do not use your
back muscles. Use the leg muscles and follow
the procedures used to lift objects.
When tucking in sheets, picking up a laundry or
cleaning a tub, bend with the knee and not on
the back, nor on the waist to prevent back
injury.
Use your body weight in pushing and pulling the
vacuum, not just your arms and shoulder. To
avoid slipping and tripping, hold the cord and
coil as you go.
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Wear the right shoes. Working shoes should be slip
resistant, with a closed toe and fit to give you the best
comfort.
Watch where you are going to prevent slips and fall.
Use door stopper and not linens or objects that could
cause a slip or fall.
Turn on lights and look all sides before entering any
room. There may be spills or broken glasses on the floor
that need to be cleared.
If a broken glass is found, sweep the floor and place the
glass in a container separate from the trash.
To push the room attendant’s cart easily, check if it has
sticking wheels. Without it, it will be harder to push and
could injure the user. Remove sticking thread on the
wheels.
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Be careful with loose screw or sharp edges as they could
catch on one’s clothing and cause cuts.
When pushing the cart, lean forward into the cart, rely
on one’s legs and feel not unto one’s back or across the
body.
Keep the cart close, use feet and legs and not arms and
shoulders.
In case a cart falls down, do not try to stop or stand it
up by alone. It is heavier than you think and can cause
accidents. Ask for help.
Do not overload laundry cart to make it easier to pull.
When reaching for something, especially in the tub,
never stand on the edge of a toilet bowl. You might
loose your balance and fall.
Ladders
Ladders can be used when cleaning areas on or
near the ceiling or for such tasks as changing
light bulbs. When selecting a ladder for a
particular cleaning job, its condition, height and
footing should be inspected.
Check the ladder for stability and examine
crosspieces for sturdiness. If the ladder is
broken or defective, do not use it. Rather, tag
the ladder, place it out of service, and report it
to the appropriate housekeeping supervisor or
the maintenance department
An aluminum or metal ladder should never be
used when working near or on electrical
equipment. Ladders with rubber footings should
be used on tile floors or in kitchen areas to
prevent slipping. In all instances, the floor
should be dry and clean.
A ladder must be high enough so that an
attendant can stand on it and do the job without
overreaching. Never stand on the top step of a
ladder. If the area cannot be reached while
standing on the step below the top step, the
ladder is too short for he job.
Ladders should be placed so footing is at least one
fourth of the ladder length away from the wall.
Never place a ladder against window or an
uneven surface.
Before climbing, test the ladder for stability; it
should be well balanced and secure against the
wall and floor.
Always be sure to face a ladder when climbing and
have a clean and dry hands and feet . Do not
hold any items or tools that may prevent the use
of one or both hands. Mark the area underneath
the ladder with caution signs so that guests or
employees do not walk under the ladder.
Machinery
Employees should be authorized and trained in the use of
machinery and equipment before operating such devices.
Most equipment, machineries, and power tools come with
instructions.
Some employees may need additional training and supervised
practice before operating equipment and machinery on the
job by themselves.
Many power tools and other machineries are equipped with
protective guards or shields. These safety guards should
never be removed.
Employees may also be required to wear protective eye goggles
or gloves. All protective gear should be worn per instructions.
Equipment and machineries should never be left unattended
while in use. When not in use, all tools and equipment should
be turned off and stored in the proper place. Never use a
piece of equipment or machinery that is not operating
correctly. Contact the appropriate supervisor or the
maintenance department to have it repaired as soon as
possible.
Electrical Equipment
Extra care must be taken when operating electrical
equipment. Even one of the most common
housekeeping appliances like a vacuum cleaner
can be harmful or deadly if operated improperly
or in unsafe conditions.
An employee should never operate electrical
equipment when standing in water or when
hands or clothing are wet. It is also unsafe to
operate electrical equipment near flammable
liquids, chemicals, or vapors. Sparks from
electrical equipment could start a fire.
Equipment that sparks, smokes, or flames should
be turned off immediately. If it is possible and
safe to do so, the equipment should be
unplugged.
In no instance should an attendant attempt to
restart the equipment. The malfunction should
be reported to the appropriate housekeeping
supervisor or the maintenance department.
Equipment wires and connections should be
checked periodically. Equipment with loose
connections or exposed wires should not be
used. An appliance should never be unplugged
by pulling or yanking the cord. This will loosen
the connection between the cord and the plug
and cause sparks and shorts. Equipments should
be unplugged by grasping the plug and pulling it
gently away from the outlet.
When using electrical equipment, the cord should
be kept out of traffic areas such as the center of
hallways or cross doorways. This is not always
possible, particularly with such tasks as
vacuuming corridors. In such situations, keep
the cord close to the wall and post caution signs
in the work area. If the appliance will be
stationary and in use for a lengthy period, tape
the cord to the floor and place caution signs
over the taped cord.
Extension cords are sometimes required –
particularly when an electric outlet is not located
near the work areas. Extension cords should be
inspected for exposed wire before use just like
any other electrical cord.
There are many types of extension cords; not all
are acceptable for use in a hospitality operation.
The local fire department can pinpoint which
types of cords meet the local fire codes and
regulations.
When cleaning guestrooms, room attendants
should check electric lamps, appliances, and
other fixtures for frayed wires, loose connections
and loose plugs. Exposed electrical wire may
result in shock, injury, or even death when
touched. Outlet and switch covers should be
checked to ensure that they are covered
properly and not cracked or broken. If any of
these conditions are found, the room attendant
should not attempt to fix them, rather, potential
problems should be reported to the appropriate
housekeeping supervisor or to the maintenance.
Chemicals
Many housekeeping employees are exposed
to dangerous chemicals in their daily work
routines. These chemicals are powerful
cleaners, and, when used properly with
proper protective gear, are relatively
harmless. However, when used
improperly, these same helpful chemicals
can cause nausea, vomiting, skin rashes,
cancer, blindness, and even death.
Chemicals are used to clean all areas of a
lodging property including bathrooms,
kitchens and floors. Potentially hazardous
chemicals are also used to kill insects and
rodents. Some housekeeping situations
require employees to handle toxic
substances to unstop clogs in toilets and
other plumbing fixtures. Often the use of
such hazardous and toxic chemicals
cannot be avoided.
Continual training in chemical safety is
necessary for two reasons: First,
misused chemicals can cause serious
injury in a short period. Second, new
employees – especially in properties with
high employee turnover – need to be
trained immediately.
Handling Chemicals Safely
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Read the labels and the material safety data
sheet.
Wear personal protective equipment like goggles
and hand gloves for protection from spills and
splashes.
To use the chemical correctly, follow the
direction of the label.
Use only one chemical for its intended purpose.
Be sure the correct chemical goes in a properly
labeled container when refilling spray bottles.
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Cap of bottles/ containers should be tight and
the broken nozzles must be replaced to prevent
drips.
Never mix chemicals the result can be
potentially deadly like fumes created by mixing
bleach with ammonia.
Use the right amount of chemicals. Excessive
amount may damage surfaces.
If a chemical spills, block the surface. A minor
spill can be cleaned up. If not sure of how to
clean up a spill, ask the supervisor.
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If a chemical spill blocks your skin, rinse as
directed in the material safety data sheet
If your eyes are exposed and contaminated by a
spill, rinse it with a clean water and get
immediate medical assistance.
Handle potentially contaminated items as little
as possible.
Use proper container for disposal of items.
Clean contaminated areas.
Thoroughly wash hands after using chemicals.
Security
Security refers to the freedom from fear,
anxiety, and doubt involving ourselves,
as well as to the protection and defense
against the loss or theft of guest,
employee, and company property and
prevention of other emergencies.
Security Committees
Security committee should consist of key
management personnel – including
departmental heads. Supervisors and
selected hourly employees can also
contribute important security information
and add to the committee’s effectiveness.
Committee Responsibilities:
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Development of security handbook and the design of
training and awareness programs.
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Monitoring, analyzing, and suggesting solutions for
returning security problems.
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Maintaining records on such incidents as theft, vandalism,
and on-site violence.
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Conducting spot security audits and property inspections.
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Investigating security incidents.
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Maintain open lines of communication with the local police
department.
Theft
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Guest theft: most hotels assume that guests will
take items such as matches, pens, shampoo,
ashtrays, and sewing kit. For most part, these
items are provided for the guest’s convenience
and are actually a form of advertising used by
the hotel. However, towels, bathrobes, trash
bins, and pictures are not part of the marketing
strategy and are not meant to be taken by
guests. When these items turn up missing, it can
add up to a large expense for a hospitality
operation.
To reduce the theft of these items, some
properties keep count of the number of
amenities inside the room. When the
guest request for additional item, it is
noted at the front desk. The room
attendant, too, notes how many items are
in the room, when cleaning the next day.
The room attendant’s ability to spot
missing item may allow the hotel time to
charge the guest for items that have been
taken.
Another strategy, some hotels place items
such as towels, bathrobes, and leather
stationery folders and the like are on sale
in their gift shops. This may reduce the
likelihood of theft since guests have the
option of purchasing these items. Also,
having these items on sale helps set a
standard price that can be levied against
guests for a missing item.
Other helpful ideas to reduce
guest theft:
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Use as few monogrammed items as
possible.
Keep storage rooms closed and locked
Affix or bolt guestroom items and fixtures
to appropriate surfaces.
Secure windows.
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Employee theft: it is up to the
management to set the standards for
reducing employee theft – and to act as a
good example. A manager who takes hotel
steaks home to barbeque will not be
effective when asking employees not to
steal food, linen, and other hotel property.
Management should also detail explicit
rules and regulations concerning employee
theft. The employee handbook should
spell out the consequences of stealing
hotel property.
Managers should screen applicants before
making a job offer. A through background
check should be conducted, including a
check for any criminal convictions. Before
asking any questions or making inquiries,
check local laws to ensure that the
selected screening techniques are not
illegal or prohibited.
Good inventory control procedures can also help
control theft. Detailed records that note any
unusual, or unexplained fluctuations should be
kept of all items in stock.
It is a good practice to conduct a monthly
inventory of all housekeeping supplies including
toilet paper, amenities, and linens. If the items
in storage do not match the usage rate, or if too
little stock is on the shelve, it may be an
indication of employee theft. Employees should
be aware of the results of monthly inventories –
especially when shortages are discovered.
In addition to keeping records of items in
stock, records should be kept of stolen or
missing items- including those from
guestrooms. The record should include the
name of the room attendant and any other
hotel employees who had access to the
room.
Keep all storeroom doors locked. Storerooms
should be equipped with automatic closing
and locking devices. Locks on storerooms
should be changed periodically to reduce
the opportunity of theft.
Management should designate employee
entrances and exits. These entrances should be
well-lighted, adequately secured, and provided
with round-the-clock security. Employee
entrance may include a security staff office
which monitors arriving and departing
employees.
Employees should know what items they may
bring onto or remove from the property.
Management may establish a claim-checking
system for bringing items onto the premises and
a parcel-pass system for taking items off the
premises. If an employee has permission to
remove hotel property, he/she should be issued
a signed permit from the supervisor or an
appropriate manager before doing so.
Restricting employee parking to a carefully
selected area can also help control losses.
Keeping the area well-lighted reduces the
temptation to steal and also makes the lot safer
for employees who leave work after dark. The
employee parking area should not be so close to
the building that it allows employees to easily
and quickly transfer stolen property to their cars.
If the hotel is large or has a very high turnover
rate, employee are less likely to know their
fellow workers. In such cases, identification
badges may be required to prevent strangers
who pose as employees to gain admittance to
the property.
Bomb Treats
Housekeeping procedures for handling bomb
treats should be part of the property’s security
manual. Housekeeping’s role usually consists of
helping in the search for any suspicious objects
that could be bombs.
Where and how the search is conducted will
depend on the way the property received the
bomb threat. Information from the caller or
letter may give clues on where personnel should
search and on what type of bomb or object to
look for.
Searches often include stairways, closets,
ashtrays, trash containers, elevators, exit areas,
and window sills. It may be helpful to take a
flashlight to inspect areas with little light.
Search team employees look for objects that are
normally not found in an area. Housekeeping
personnel have an advantage since their daily
routines promote familiarity with many hotel
areas. If a suspicious looking object is found, it
should not be touched or moved; notify the
person in charge of the search team or an
appropriate supervisor immediately.
Notification is best done face-to-face or over
the telephone. Avoid using radios, walkietalkies, or beepers. Some bomb devices
are sensitive to these sound waves and
may go off.
If nothing is found after completing the
search, all teams should regroup in a
designated area. An all-clear sign should
be given after all search procedures have
been performed and management is
satisfied that the guests, employees, and
property are not under by real threat.
Quite often, guests are not notified when bomb
threats are received. This is because many
bomb threats are just that – threats. However,
bomb threat emergency procedures should still
be followed just in case it is a real emergency.
Generally, these procedures do not include
notifying guests until a search is completed. If a
guest does ask an employee what he/she is
doing during a search, the employee should
respond in a way that does not arouse
unnecessary suspicion or fear.
The safety and security manual should
include evacuation plans in case a bomb
should actually be found or explode on the
premises. It should also include provisions
for emergency medical services. In these
instances, housekeeping employees
should follow procedures to assist in
rescue efforts. The local police should be
notified of all bomb threats. If police
respond to such calls, the hotel should
follow the directions laid out by police
personnel.
Fires
Fires are grouped into four classifications based on
the different products of combustion. Many hotel
fires are fueled by a combination of
combustibles. It is very likely that a fire started
by Class A combustibles could grow to include
Class B and C materials.
Fires start for many reasons. Some fires may be
caused by an accident or mechanical
malfunction. Others may be the result of arson.
Mission:
“ To save lives and property”
Fire Behavior
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Burning, also called combustion, is a
simple chemical reaction. It is
described as a rapid, persistent
chemical change that releases heat
and light and is accompanied by
flame, especially the exothermic
oxidation of a combustible substance.
Accident Prevention
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An accident can be defined as the result of a
series of events and conditions that lead to an
unsafe situation resulting in injury and/or property
damage.
Accident chain, a series of events and conditions
that can lead to an accident.
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Classifications:
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Environment
Human factors
Equipment
Event
Injury
Environment
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Included here are physical surroundings
such as weather, surface conditions,
access, lighting, and physical barriers.
Human Factors
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This includes human and social behaviors,
training (lack of training), fatigue, fitness,
and attitudes.
Equipment
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Included here are apparatus,
maintenance, and serviceability, proper
application, and equipment limitations.
Event
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The event is the intersection of the
foregoing components. Something or
someone had to bring those
components together in such a way to
create the unsafe situation.
Injury
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Deals with the actual injury (or property
damage) associated with the accident.
A “near miss” or “close call” is an
accident without injury or physical
damage.
Fire Safety Rules and Principles
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When you discover a fire, call out your
discovery, sound the fire alarm and summon
help.
Never pass the fire to get an extinguisher. A
dead-end passageway could trap you.
If you must enter a room to combat the fire,
keep an escape path open. Never let the fire to
get between you and the door.
If you enter a room and your attack with a
portable extinguisher fails, get out immediately.
Close the door to confine the fire. Your
knowledge of the situation will aid those
responding.
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Fight the fire with the wind or the wind coming
from your back.
Never use and direct a solid stream of water on
liquid fire as it will cause splashes and make the
fire more difficult to handle.
Never use foam and water on electrical fire, as
this will cause electrocution.
When entering an enclosed space, see to it that
the space is gas-free and with sufficient oxygen.
Regular training and drills are very necessary so
that each member learns his duties and the
order in which they must perform.
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To be successful in firefighting, adequate
preparation is very much required. Well-planned
actions for every emergency will surely achieve
firefighting operations safely, efficiently and
effectively.
One of the priorities that should be given due
attention is the escape route. Be curious enough
to know all the shortest possible ways to escape
from a fire zone to a safe place in order not to
be trapped.
Smoke is a visible product of fire that aids to the
problem of breathing. Rooms filled with thick
smoke, there will be great possibility of
suffocation because oxygen content of the room
will be reduced to a minimum.
Safe Practices
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Smoke only at the designated area.
Raise the fire alarm promptly upon
discovery of a fire.
Know how to extinguish fire correctly with
the use of portable extinguishers and
other methods.
Know how to recognize fire hazards and to
take the necessary steps to prevent fire.
Fire Triangle and Tetrahedron
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The combustion process was once depicted as a
triangle with three sides. Each side represented
as essential ingredient for fire:
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Heat
Fuel
Oxygen
As researched, it became evident that a fourth
ingredient was necessary. That fourth element
was the actual chemical combustion. Thus the
name fire tetrahedron
The Burning Process
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The process of burning occurs in clearly
defined stages:
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Ignition
Growth
Fully developed
Decay
Growth Stage
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From the point of ignition, fire begins to
grow.
Starting out as a spark or a small flame,
other combustibles heat up, liberate
flammable gases, and ignite, spreading
the chain reaction to other flammables
and resulting in an increase in size.
Several factors in the growth of
fire
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Oxygen supply – the amount of oxygen will have a direct
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Fuel – size of the fire will naturally depend on the
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Container size – in a structure, the container would be
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Insulation – heat that is radiated back into unburned
effect on the speed of growth and the size of the fire.
amount of fuel available to burn.
the surrounding walls and obstructions. A large container
would permit dissipation of heat and slow the growth of
fire.
areas will accelerate growth.
Fully Developed Stage
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This stage is recognized as the point in
which all contents within the perimeter
of the fire’s boundaries are burning.
Decay Stage
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When the point at which all fuel has been
consumed is reached, the fire will begin to
diminish in size.
Ultimately, the fire will extinguish itself
when the fuel supply is exhausted.
Modes of Heat Transfer
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Heat is a by-product of combustion that is
of significant importance to the fire
fighter.
The three modes by which heat transfers
its energy from one substance to another
are through:
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Conduction
Convection
Radiation
Conduction
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When a hot object transfer its heat,
conduction has taken place.
The transfer could be to another object or
to another portion of the same object.
Convection
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Air that is hotter than its surroundings
rises, air that is cooler than its
surroundings sinks.
Radiation
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When combustion occurs, light is produced.
Light travels by way of light waves.
These light waves range from ultraviolet to
infrared.
Fire produces infrared light waves, and with
enough concentration, can permit fire to jump
from the source to a distant object, heat it up
again, and if intense enough, cause it to ignite.
Classes of Fire
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Class A type – made up of ordinary combustibles
such as cellulose, rubber, or plastic.
Combustibles such as paper, wood, cloth, rubber
and other organic solids including petro-chemical
solids (plastics) make up this class.
Class B type – are fueled by liquids, gases, or
grease-type fuels. Oil, gasoline, alcohol, and
other liquids are more common types found in
this class of fuel.
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Class C type – are basically fueled by electricity.
In this case, the electricity is actually the heat
source that propagates the fire and often
communicates to other fuels of the class A or B
type to sustain the burning process.
Class D type – a less common fire type, is
fueled by metals. A particular class of heavy
metals, which can be identified on the periodic
table of the elements and found mostly in the
alkali metal group, will burn. Most metals in the
group are magnesium, titanium, zirconium,
sodium, and potassium, thorium, plutonium,
hafnium, lithium, zinc, uranium, and calcium.
Fire Extinguishment
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Class A fire, is extinguished by cooling the fire.
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Class B fires, the application of smothering agent
The application of water cools the fire by
absorbing as water is converted to steam. When
enough of the heat is removed, the temperature
of the fire is lowered below the ignition
temperature of the substance and thereby
collapses the fire pyramid.
is used to prevent oxygen from getting to the fuel
and propagating the chain reaction of fire by
removing the oxygen leg of the fire pyramid. In
this case, the fire collapses due to a lack of
oxygen.
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Class C fires, fueled by electricity, is overcome by
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Class D fire, combustible heavy metals differ
removal of the flow of electric current. In this case,
the removal of fuel, electricity, is the action taken
to break down the fire pyramid and put the fire
out.
somewhat in their reactions under fire. In some
cases, the mere presence of water will cause a
violent reaction, releasing heat and brilliant light. In
other cases, the mere presence of air will cause the
reaction. Each metal’s characteristics should be
evaluated on its own merits.
Fire Extinguisher classification
symbols
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Classes of fire should be identified primarily
to determine the type of fire extinguisher that
would be used.
Fire extinguisher classification symbols are
displayed by shape, color and letter for
flexibility of the user for better recognition,
identification and utilization.
How to use fire extinguishers?
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P – ull the pin
This unlocks the operating lever and allows you to
discharge the extinguisher.
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A – im the base of the flame
Point the extinguisher nozzle of hose at the base of
the flame
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S – queeze the lever
This discharge the extinguishing agent. Releasing the lever will
stop the discharge
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S – weep from side to side
Moving carefully toward the fire keep the extinguisher aimed at
the base of the flame and sweep back and forth until the
flames appear to be out.
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Personal Protective
Equipment
Helmet
Goggles
SCBA (Self-Contained Breathing Apparatus)
Coat and pants
Boots
Hood
Gloves
Radio
Flashlight
PASS Device (Personal Alert Safety System)
Pocket tools
Full structural
protective
system
Four Main Types of Automatic Fire
Detectors
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Smoke detectors – all fire emits smoke and gases,
often long before open flames are visible. The smoke
detector can therefore be activated before the actual
outbreak of a fire.
Flame detectors – the flame detector is activated when
it is hit by the varying infrared or ultraviolet rays from
the flames.
Heat detectors (thermal contact) – is, as the name
implies, affected by heat. The alarm is usually
activated when the room temperature rises to about
70oC.
Differential detectors – is activated by an abnormally
rapid rise in room temperature, e.g. 3oC in 20 seconds.
Key Control
Proper key control procedures are important for
guest security and privacy. Key control also
protects the property by reducing the possibility
of guest and property theft. Housekeeping is
primarily concerned with four categories of keys:
 Emergency key
 Master key
 Storeroom key
 Guestroom key
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Emergency keys – open all doors in the
property – even those that guests have
double locked. These keys should be kept
in a secure place. Some properties also
keep an emergency key off the premises.
Distribution and use should occur only in
emergency situations such as a fire or
when a guest or employee is locked in a
room and needs immediate assistance.
Most housekeeping personnel do not use
emergency keys on a day-to-day basis.
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Master key – also open more than one
guestroom. Master keys are separated into
three levels of access. The highest level is
the grand master. This key opens every
hotel room and, many times, all
housekeeping storage rooms. If the guest
has turned the dead bolt, master keys will
not open the door. Master keys can be
used in emergency situations when it is
vital for an employee to enter some or all
areas of a hotel. Master keys are kept at
the front desk for such emergency
purposes.
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The next level of master key is the section
master. This type of master key opens rooms in
one area of a hotel. An inspector may be issued
more that one key of this type because he/she
may be required to inspect the work of more
than one room attendant.
The lowest level of master key is the floor key.
Generally, a room attendant is given this key to
open the rooms he/she is assigned to clean. If
the employee has rooms to clean on more than
one floor or area, he/she may need more than
one floor key. Floor keys typically open the
storeroom for that floor – unless the room is
specially keyed or is accessed by another master
key.
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Guestroom key – are those keys
distributed to guests. This type of key
opens a single guestroom and, in some
cases, other locked areas such as the
pool. Guestroom keys are stored at the
front desk when not in use.
Key Control Procedures:
A log can be used to monitor the distribution of
master keys. This log should include the date,
time and the name of the person who signed for
a particular key. Every time an employee
receives or returns a master key, he/she should
be required to initial or sign the log. The person
issuing the key should also initial or sign the log
for each master key transaction. In large
properties, the linen room attendant distributes
and secures the keys for the room attendants.
At smaller properties, the executive housekeeper
or the front desk may assume this function.
Employees issued keys should keep the keys
on their person at all times. Key belts,
wrist bands, or neck chains are
recommended devices for keeping track of
master keys. Master keys should never be
left on top of a housekeeping cart, in a
guestroom or in an unsecured area. An
employee should never loan the key to a
guest or to another employee.
The room attendant who signed for the
master key is the employee who is
responsible for it and should never leave
the property.
Finally, a room attendant should never use a
master key to open a room for a guest. If a
guest asks an employee to unlock a room, the
employee should politely explain the hotel’s
policy and direct the guest to the front desk.
Room attendants are also responsible for
retrieving guestroom keys if the guest leaves the
key in the room. Many hotels provide key lock
boxes on the room attendant’s cart to store
guestroom keys. If no lock box is available,
room keys should be kept in a secured area –
not on top of the cart – until returned to the
front desk. If a room attendant finds a room key
in the hallway or public area, the front desk
should be notified immediately. The key should
be returned to the front desk or placed in the
lock box.
Lost and Found
Many times, the housekeeping department handles the
lost and found function. Lost and found items
should be stored in an area that is secure and has
limited access. One employee per shift should be
assigned to handle the lost and found as part of
his/her job.
In large hotels, the linen room clerk may handle the
lost and found procedures. In smaller properties,
the task may be delegated to the executive
housekeeper or front desk personnel. When an
employee finds an item left behind by a guest, he/
she should immediately turn it over to the lost and
found. In no instance should lost and found items
be left in an unsecured spot such as on top of a
room attendant’s cart.
Items should be tagged, logged, and secured after
they have been turned over to the lost and
found. Tags may be numbered or used to
identify the item. A log should be used to record
the date, time, where the item was found, and
by whom. The log should also have space to
record if and when the item was recovered by it
owner.
All lost ad found property should be kept for at
least 90 days. If items are not claimed after 90
days, it is up to the management to decide how
to dispose of the items properly. Many hotels
donate unclaimed lost and found items to local
charities. It is important to ensure that the lost
and found policy of the hotel complies with local
laws.
Guestroom Cleaning
Security in guestroom areas is important to
maintain for the safety of the guests and
employees. Room attendants should
respect guest property and should not
open guest luggage or packages, snoop in
dresser drawers or closets. Some hotels
even have a policy that forbids room
attendants to move guest property. In
these instances, room attendants are
instructed to clean around guest objects.
Since guest sometimes hide valuables and belongings in
pillowcases or between mattresses, room attendants
must be extra careful when removing linens. Other
favorite hiding places for guest valuables include the
top of closets and under lamps. If room attendants
notice any of the following while cleaning, they
should immediately contact their supervisor,
security, or the front desk:
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Guns or weapons of any kind
Controlled substances or drugs
Unauthorized cooking or unsafe electrical appliances
Foul odors
Unauthorized pets
Ill guests
Large amounts of cash or valuable jewelry
When cleaning, the room attendant should always
keep the door open and the cart rolled in front
of the entrance to block access from the outside.
If a guest wants to enter the room while the
attendant is cleaning, the attendant should
politely ask the guest his/her name and ask to
see a room key. This ensures that the room
being cleaned is that the guest’s room. If the
guest does not have a key, the attendant should
tell him/her to contact the front desk. A guest
should never be allowed to enter a room just to
look around. Again, the attendant should explain
that this if the hotel’s policy and is enforced for
the guest’s safety and security.
A room should never be left unattended
with the door open. If an employee must
leave the room while cleaning, he/she
should lock the door on the way out. This
procedure should be followed even if the
employee is out of the room for only a few
minutes.
After cleaning the room, all windows and
sliding glass doors should be locked. The
guestroom door should also be checked to
see that it is locked.
Unfortunately, guests often point the finger
at the room attendant if an item comes up
missing from the guestroom.
This is just one more reason for room
attendants to be considerate of guest
property and to protect the guest’s room
for many possible theft. For most part, an
employee who is alert and careful can
contribute to the overall guest’s safe and
trouble-free stay.