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we must have to check port folio and identify the guest other wise call to guest and confirm the room .then give room key in order to make the safety. This process must be influance the guest satisfaction.
First Scenario: Check the guest record and profile in the system, from there you would be able to identify the guest including the sharer. If still on doubt, get the guest signature and match it on their registration card.
Second Scenario: Housekeeping staff should call the reception first, they cannot just open the room for them unless the attendant knows the guest very well. Otherwise, they can talk to the guest politely and explain why they cannot open the room for them and why it is better to go to the reception to get another key.
Usually the lead guest needs to present some identification upon check in, we should fully identify the guests if he is the rightful person by asking some details with the id he presented.
IF the guest is saying that he or she is the2nd or even the3rd guest, advised them that we need to verify the information with the lead guest.
first scenario - guest came to reception informing that his/her room card is lost/expired.. it will be pretty easier for the reception staff to make new key (in the case of lost key card) after varifying with the available data.
second scenario - guest is in the corridor trying to open the door with a key card. what should be the sequence of corridor house keeping staff to ensure that the guest is right?
when the guest arrivall to the hotel to make a room reservation aiiways the reservation staff shulld be automaticlly teak a photo for him passport &make a registration for cheak in&after that give him a room key as a permation to enter to the room.
&if the guest lost the room key or card shulld be informe the reception deprtment emeditlly to give him anuther new &make look for a x key or room card lost.
What my organization is do :
When the guest is registered, his identity proof are being scanned alongwith the web-pic and updated the booking records of hotel, so if such situation arise, it can resolved on data records basis.
Upon arrival to the hotel guest is registered and the work of a picture of his passport and save it with the rest of the data and thus it becomes easy to make sure of his character through the computer without embarrass him and if it is proved the contrary, we request proof of personal
