IKL Knowledge

Policies & Procedures

LODGE & ROOM SECURITY

19. Lodge Security – Including contractors & show-a-rounds

Lodge Security – Including contractors & show-a-rounds

It is the manager’s responsibility to ensure the security of the lodge is maintained. Unauthorised visitors to rooms must be prevented.

The night entrance must have a working magnetic lock and be permanently in use, secure and self closing. The same level of security is required for any internal doors separating the pub / restaurant from the lodge.

All contractors must have identification checked as per company policy and be accompanied by a Mitchells & Butlers employee if a guest has belongings in the room that they are attending to.

If Mitchells & Butlers corporate employees are conducting a tour of the lodge / viewing rooms they must have their M&B security pass on show. This can be used as ID should a guest return to their room and be greeted by people not in uniform. Access to an occupied room should only happen if essential.

If a guest is enquiring about a room and would like to look round, they must always be shown in to a room (s) that is not occupied with guests’ belongings.

20. Room Keys / Missing or Lost Keys / Master Keys

Room Keys / Missing or Lost Keys / Master Keys

There must be 3 room keys held for all rooms on site as follows:

1. Key with Fob in use for current guests in secure place on check in area 2. Spare Key with fob held in a locked cupboard in the event of a lost key 3. Spare key only held in the safe

Room Key Security All keys must be stored in a secure place that is under management control to prevent theft or unauthorised access to rooms. The current keys in daily use should be in a drawer or cupboard at the check in area (i.e. behind the bar) which is secured when not in use.

All spare keys must be stored in either a locked cupboard on the bar or within the Office.

When a check in area is away from the bar and is left unattended then all keys should be locked in a secure room / drawer / cupboard.

Lost Keys • Any lost keys must be ordered and replaced straight away • Replacement keys can be obtained from Chubb via 5555 • Master Keys must be obtained via your Area Building Manager

• If a guest accidentally takes a key they can return it in the post to RSC, where it will then be sent back to the lodge. All fobs contain your business BUN number for identification • Guests cannot be charged for lost keys, you should use the spare available until the lost key is returned

Master Keys • Master keys must only be used by Managers and Housekeepers • You must NEVER use a master key as a spare key for a room key • Master keys should NEVER be given to a guest under any circumstances • Master keys must always be kept on a manager in person or in the safe • Master keys should be included in management handover between shifts • Master keys should always be on site and never taken off of site

You must account for all Sub Master (Housekeepers) Keys on a daily basis and in event of termination of employment.

In the event of a lost Master Key then all room locks will need to be changed.

1

Innkeeper’s Lodge

Policies & Procedures Guide