What’s the best way for a hotel employee to approach a hotel guest for verification?
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May I see your room key please? They should be glad that you are keeping the rif-raf out of the facility.
Also, you should ALWAYS have either your uniform on, or your name tag, work badge, otherwise, that does appear unprofessional.
Watch your tone of voice too, be polite, be passive, in control.
Why not make up a story about defective or scratched up room keys?
Start with “May I see your room key” and if asked why reply that some defective/scratched, etc. ones were accidentally issued, and that you want to find them and replace them for the guest, lest they be locked out of their room.
On a side note, who are Fark are these jerks that keep giving “thumbs down” to decent answers?
you might try some “Excuse me sir…” or “I am sorry to interrupt but….” and then ask to see his room key….I dont think there is a very kind way to ask that but it would be better to ask an awkward question then to have a guy there thats not supposed to be there
Well if you think someone looks suspicious then just ask if he is a guest politely like “I’m sorry to bother you but are you a guest here or can I see your room key?” and if he said yes and why then say “well I like to ask because we have had some theft and vandalism in the past and we like to make sure our facilities remain safe for you”. One thing you can do is have a guest sign in book which requires name and room number. That way you can keep tabs on who’s in your facility and you can ask if they signed in or not.
Just walk up to them and say, “Excuse me Sir/Madam, may I see your room key? The hotel has asked us to make occasional requests to ensure that only guests are using the facilities.” Say this all together without a pause after asking to see the key.
After the key has been presented, give them a winning smile and say (sincerely), “Thank you.”
Any person who gives you guff about what you are doing, state again very politely, “This is hotel policy Sir/Madam. The manager encourages you to contact him/her if you have any comments or suggestions.”
Wear a name tag. Is it part of your job do provide hotel security? Seems a little odd for a lifeguard.
You state that there are look alikes frequenting a 2 star hotel. Who are these people, politicians? LOL
Two things come to mind. First, make sure that the hotel states it’s policies in a pamphlet that is either handed to the guests as they check in or in a conspicuous place in each room. Housekeepers should ensure that this notice is in plain sight of guests – perhaps on the inside of the entry door to the room. This notice should state that the hotel is patrolled by both uniformed and non-uniformed personnel for the safety of the guests.
A list of all hotel policies for every segment of operations should be on the pamphlet or notice. That includes room service hours, housekeeping hours, maintenance hours, pool and fitness room hours and that all guests are requested to have their room key with them when they are not in their rooms. For families of three or more, this is not possible, so there must be other signs that hotel workers can look for.
It should state that all guests are requested to use only their hotel room towels at the gym, fitness room and/or pool. That being the case, housekeepers should leave extra towels in each room. Anyone with an off-color or non-standard hotel towel would immediately draw attention to themselves.
Encourage patrons to report suspicious or awkward behavior of other guests or even service workers on the same pamphlet – and provide a telephone extension for them to call if they have doubts. This shows each patron that the hotel is serious about policing the serenity and safety of every guest. The notice should clearly state that all employees of the hotel are tasked with the responsibility of verifying the identity of persons using the hotel facilities. This is to limit the use of the facilities – including watching television in a common area – to registered hotel guests.
If someone questions a hotel employee about why they need to show their room key, it is a clear sign they are not a registered guest – otherwise they would know this is a matter of policy for the protection of all guests. Let them think ill of you at the moment if they want. But when the policies are posted, handed out and all guests know what standards the hotel is trying to maintain, things will go much more smoothly.
No matter how polite you are, there are always going to be the odd ducks that reject all authority figures. It can’t be helped. Don’t let them turn the tables on you and put you on the defense nor start asking you about your uniform or name tag or lack thereof. Offer to walk with them to the front desk to verify their status as a registered guest. This is annoying to the guest, so they will likely then show their room key or bolt for the door. Do this with a smile, thank them after you see the key and wish them a pleasant stay in the hotel.
Keep in mind that hotel guests are a strange lot to begin with. Some are vacationing, some on business, some missed a flight and some are meeting in-laws-to-be while others may have just walked out on their boyfriend, husband or wife and are in a bad mood from the start. Handle everything with a smile and you will get far more compliments than complaints.
After reading the comments from Okaydoka, I have this word of caution to add: NEVER, EVER tell a hotel guest that there have been reports of nor cases of vandalism in the hotel. NOT EVER. I don’t care if you have had a gazillion incidents the previous year, month, week or even the previous shift. Saying that is not going to comfort the guest at all and in all likelihood, they will clear out and find lodging elsewhere. Hotel patrons what to drop their guard while staying at a posh hotel. This is vitally important!
Second: All hotel employees should engage in a briefing of sorts at the start of every shift. Doesn’t need to last more than 10 minutes, but this will bring everyone up to speed with the chronic complainers or guests that have had everything go wrong since they checked in – so a little extra attention is usually in order. Focus on a description of persons that may have crashed the pool or lingered around the laundry room or ice machines.
When the entire staff is all on the same page, everything tends to go more smoothly. Remember to smile, to have your name tag on and to treat everyone like a VIP. It works every time.