Front Desk Safety
A Caller Requests to be Connected to a Room by Number Only. What is the proper procedure?
PBX and Guest Service Representative’s (GSR) responding to incoming calls requesting to be connected to a room number must ask to whom the caller wishes to be connected. The referenced name must be verified against the registration information prior to connecting the caller.
If asked to open a guest room door what should a room attendant, inspector, or houseman do?
Si se le pide que abra la puerta de una habitación de invitados, ¿qué debe hacer un asistente de sala, un inspector o un encargado de la casa?
A Housekeeping employee must always refer the guest to the Front Desk. Opening guest room doors for other Housekeeping Associates, Engineering Associates, etc. is not allowed without specific authorization from a Supervisor, MOD or GM. Remember, the key card assigned to you makes you responsible for its use.
Un empleado de limpieza siempre debe referir al huésped a la recepción. No se permite abrir las puertas de las habitaciones para otros Housekeeping Associates, Engineering Associates, etc. sin la autorización específica de un Supervisor, MOD o GM. Recuerde, la tarjeta de acceso asignada a usted lo hace responsable de su uso.
Who is allowed to issue Floor keys to room attendents?
Exec Hskp, Asst Exec Hskp, or Inspectors.
Can managers / supervisors approve voids during shift where they are the cashier?
No - approval must then be approved by MOD
What is the DRAM shop policy and where must it be posted?
Are all associates serving alcohol required to sign the DRAM shop policy form?
DRAM shop details our policy on responsible alcohol service. It must be posted to the back of the door or wall within the associate area of all bars.
All associates who could serve alcohol in the normal course of their jobs are required to sign the DRAM shop policy which will be maintained in their personnel files.
Someone Approaches a GSR and asks for a Guest’s Room Number? What should the GSR do?
The person asking for a guest room number should be informed that we do not give out guest room numbers due to safety and security reasons. Never give a guest's room number over the telephone. The GSR will direct the person to the nearest house phone* and advise that they will be connected to the operator. The hotel must ensure that house telephones connect to the PBX/front desk only. The PBX operator will ask the person for the guest’s name and forward the person to the guest’s room only when the caller knows the guest's name.
If a Housekeeper is cleaning a room and an individual tries to enter the room what should he/she do?
Si un ama de llaves está limpiando una habitación y un individuo intenta entrar, ¿qué debe hacer?
If a Housekeeper is cleaning a room and an individual tries to enter the room, the Housekeeper must verify that the guest has a key card AND that the key card will work in the guestroom door. If a keycard cannot be produced, or if it does not work in the lock, then the guest must be referred back to the Front Desk. A room attendant should contact the MOD or Supervisor from another room if the guest cannot provide a working key and refuses to leave the room.
Si un Ama de llaves está limpiando una habitación y una persona intenta entrar, la Ama de llaves debe verificar que el huésped tenga una tarjeta de acceso Y que la tarjeta funcione en la puerta de la habitación. Si no se puede producir una tarjeta de acceso o si no funciona en la cerradura, el invitado debe ser remitido nuevamente a la recepción. El encargado de la sala debe comunicarse con el MOD o el Supervisor desde otra sala si el huésped no puede proporcionar una llave de trabajo y se niega a abandonar la sala.
If asked to open a guest room door what should a engineer do?
Si se le pide que abra la puerta de una habitación de invitados, ¿qué debe hacer un ingeniero?
An engineering employee must always refer the guest to the Front Desk. Opening guest room doors for other Housekeeping Associates, Engineering Associates, etc. is not allowed without specific authorization from a Supervisor, MOD or GM. Remember, the key card assigned to you makes you responsible for its use.
Un empleado de ingeniería siempre debe referir al huésped a la Recepción. No se permite abrir las puertas de las habitaciones para otros Housekeeping Associates, Engineering Associates, etc. sin la autorización específica de un Supervisor, MOD o GM. Recuerde, la tarjeta de acceso asignada a usted lo hace responsable de su uso.
When signing for tips which server name would be acceptable. A. R Mata B. Mata C. Rick Mata D. All of the above
C. Rick Mata Servers must sign thier full name for the amount of tips received.
How long does an associate who could serve alcohol in the normal course of their job have to obtain CARE training?
CARE training must be successfully completed within 30 days of being brought online, or comply with state requirements, whichever is more stringent.
Guest Requests a Replacement or Additional Room Key? State the proper procedures.
Ask the guest to furnish positive photo identification such as a Driver’s license, Passport, State issued ID card, etc. along with the room number for comparison to the registration information. GSR will pull up registration information to confirm room number with photo identification. If positive identification is presented which verifies the individual as the guest and the information pertaining to the registration is accurate, then a new key shall be made for lost keys, and a duplicate made for keys left in the room.
When asking a guest to verify that their room key works in the door lock of the room being cleaned does the door have to be shut?
Cuando se le pide a un huésped que verifique que la llave de su habitación funciona con la cerradura de la puerta de la habitación que se está limpiando, ¿se debe cerrar la puerta?
Keys can be tested in a guest room entry lock without closing the door. Inserting the key card and operating the corridor lever will activate the mechanism only if it is the appropriate key.
Las llaves se pueden probar en una cerradura de entrada de la habitación de invitados sin cerrar la puerta. Insertar la tarjeta llave y operar la palanca del corredor activará el mecanismo solo si es la llave apropiada.
What is the scientific name for bed bugs?
Cimex lectularius
How long does food & beverage management have from their date of hire to obtain "serve safe training"?
90 days. This includes: AGM, Exec Chef, Exec sous chef, Sous Chef, Bqt sous chef, Rest Mgr, Asst. Rest Mgr, Lounge Mgr, Bqt Mgr, Asst Bqt Mgr.
When should you ask ID from a guest wanting to purchase alcohol?
Anyone who appears under the age of 30 should always be carded without exception! NO ID - NO DRINK - NO EXCEPTIONS!
What is the proper procedure for checking out keys? In addition what are two big no-no's that should never happen?
A. Associate must sign for their keys. B. A witness must initial and note the actual time the keys are issued. C. When the keys are returned, a witness must initial and note the actual time in the log at the time the keys are returned. ** Keys cannot be passed on from one employee to another. ** Key logs cannot be filled in after the fact.
What is the proper procedure for checking out keys? In addition what are two big no-no's that should never happen?
¿Cuál es el procedimiento adecuado para retirar las llaves? Además, ¿cuáles son dos grandes no-no que nunca deberían suceder?
A. Associate must sign for their keys. B. A witness must initial and note the actual time the keys are issued. C. When the keys are returned, a witness must initial and note the actual time in the log at the time the keys are returned. ** Keys cannot be passed on from one employee to another. ** Key logs cannot be filled in after the fact.
A. El asociado debe firmar por sus llaves. B. Un testigo debe poner sus iniciales y anotar la hora real en que se emitieron las llaves. C. Cuando se devuelven las claves, un testigo debe poner sus iniciales y anotar la hora real en el registro en el momento en que se devuelven las claves. ** Las claves no se pueden pasar de un empleado a otro. ** Los registros de claves no se pueden completar después del hecho.
What is the "Master key schedule"? And what information is recorded in it?
A written record of all hard and electronic key rings. The schedule must list the keys on each ring, and who has access to those keys.
All drinks for lounge servers, restaurant servers, and room service servers must be prepared only after recieving what?
A liquor requisition chit.
What imformation is required for a proper time edit form?
Time clock Shows info (Left Side) Time clock should show (Right Side) Reason for time edit. Employee sig Manager sig.
Guest Cannot Produce Positive Identification, but claims the ID is in His/Her room? What should you do?
The GSR or security must first insure that the registered guest can provide the room number and guest name, then call the room to insure that the room is not occupied. If the room is occupied, the associate must ask for permission to provide a duplicate room key. If not occupied, then a MOD or Department Head will escort the guest to the room and allow the guest to retrieve their identification. Then and only then, will we issue the replacement key to the guest. The guest must never be left alone in the room until ID is provided and verified. A Department Head or MOD should always escort the guest to the room. Remember, if a guest is unable to retrieve valid identification from the room, then the guest and MOD or Department Head must exit the room. The MOD or Department Head will stay with the guest. The GM or MOD must be called to further investigate the situation
What is the process for an housekeeping key drop box?
There is no process - drop boxes are not permissible.
List at least 4 requirements for appropriate password structure for the electronic lock system. (SAFLOK)
1. A list of all persons who can make keys and the level of keys they can make. 2. Show each persons password. If passwords are changed the list must be updated. 3. Be updated immediately to remove any terminated employees. 4. Be secured in the maintance office. 5. Not include generic users. 6. Limit total access to General Manager and Chief Engineer.
What is the DRAM shop policy and where must it be posted?
DRAM shop details our policy on responsible alcohol service. It must be posted to the back of the door or wall within the associate area of all bars.
How often does the MOD bank have to be counted during a day?
5 times- Once by accounting, twice by AM MOD (opening & closing count), twice by PM MOD (opening & closing count) No paper whipping it from the previous MOD's count!!!!