SOP – Front Office – Open in room Safe/Locker On Request

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Opening of In-room Safe/Locker By Front Desk On Request

Opening In-room Safe Standard Procedure:

1. Upon receiving the guest’s request to open safe, inform the Duty Manager and Front Desk GSA.

  • Always make sure that a sense of urgency is provided to the guest.
  • As soon as you receive the request to open the safe, inform the Duty Manager or Front Desk GSA, and give the details, i.e. room number, and name of the registered guest.

2. Call the security officer on duty to meet at the guest room.

  • Only registered guest has the right to request to open the safe, this ensures the safety and security of registered guest to protect the hotel’s interest.
  • Request the guest to present identification and registered occupant of the room.
  • The duty Manager calls the security to meet at the guest room. Invite a guest to present certification to prove his/her identification.

3. Ask the guest to try the safe again before opening.

  • Key in the designated code wait for 30 seconds.
  • At this time, call down to Duty security officer to inform him of the displayed code from the Electronic Safe/Locker.

a) After confirming the guest’s identification, verify with guest what in the designated code in the safe before keying, make sure other people include guest cannot see you enter the code.

b) After key in the designated code, wait for 30 seconds, the safe screen will show 5 English letters (Depending upon the model used), Duty Manager note down the letters, politely borrow the phone in the room from the guest and call down to the security office to inform the English letters.

c) For some other types of in-room safes, there is an electronic PIN code to securely override and service in-room safes. This service tool must be combined with a USB docking cable and the Admin software to the commission, service opens a safe and print out events.

Training summary questions:

  1. What is the initial step upon receiving a guest’s request to open the safe?
  2. Who should be informed immediately upon receiving the request to open the safe?
  3. Why is it essential to provide a sense of urgency to the guest when handling the request?
  4. Who has the right to request the opening of the safe?
  5. What is the purpose of calling the security officer on duty?
  6. What should be requested from the guest before proceeding to open the safe?
  7. Describe the process of keying in the designated code and the subsequent steps.
  8. What actions should the Duty Manager take after keying in the designated code?
  9. Explain the process for handling in-room safes that require an electronic PIN code override.
  10. What are some safety measures to ensure the confidentiality of the safe code during the process?

These questions cover key points from the SOP and can be used to assess understanding and reinforce training on the procedure for opening in-room safes.

SOP Number: Front Office SOP – 35
Department: Front Office - General
Date Issued: 25-Aug-2019
Time to Train: 20 Minutes
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