Guest Room Access
There are thousands of individuals who come through the hotel every year, and with that many individuals, it is imperative we follow safety and security procedures to keep our guests and team members safe and secure.
Remember that if anything CAN happen, it CAN and WILL in the hotel industry and likely has already happened and is the reason for various protocols and procedures.
Protocols, Policies, and Procedures Exist for a Reason
In the field of hospitality we are there to say YES to our guests, but when enforcing safety and security procedures we have to maintain firm stances on our safety and security guidelines. Even though our guests may seem nice and trustworthy, we are unaware of their third persona. The persona that they don't let others see. This third persona isn't always negative behavior, but it can be. The video below talks about this third persona. It shares about it as it relates to sexual assault, but this persona can be prone to theft, abuse, violence, etc. We can help mitigate the potential consequences of a guest's desire to do harm to another by maintaining these policies.
Guest Room Access
Only Guest Service Representatives or Security should be authorized to give access to guestrooms.
Housekeeping and Maintenance should NOT give access to guest rooms or guest areas, and should direct the guest to the front desk in order for guests to gain access to rooms.
Guest Service Representatives(GSR) MUST:
ID the guest
Verify that the guest's name is listed on the reservation - guest's whose name are not listed on a reservation should not be allowed to enter a guest room.
To Reduce Guest Complaints and Confusion GSRs MUST:
At the the time of reservation, ask how many adults and children will be staying. If more than one adult be sure to include the other names of the adults on the reservation. A simple explanation to the guest is that you require adults to be listed so they just have to show their ID if they lose their keycard
At the time of check in, ask the guest who is checking in if any other names should be listed on the reservation as we are not authorized to give access to anyone who is not listed on the reservation.
The video below shares how easily safety and security procedures can be bypassed. The reality is people do what is shown in this video. The reality is that YOU are the main line of defense in keeping your guest's safety and security. YOU are responsible for following safety and security procedures. YOU may also be held legally liable in the event you override policy and give entry of a guest room to an unauthorized guest. While stringent procedures may upset some guests, they are put in place to keep guests safe.
When Security Protocols are Bypassed it Can Go Bad....
The next video contains sensitive content. It shares the real story of a guest who was assaulted in her room because staff did not follow proper safety and security procedures.
We strongly encourage all team members to watch it—not to alarm you, but to emphasize a serious truth:
incidents like this can happen at any hotel if precautions are ignored.
No property is immune.
It is always better to learn from real situations than to experience one firsthand with your own guests.
This is why following safety and security procedures is not optional—it is a must.
Key Takeaways from this video:
1. Familiarity does not replace verification.
The perpetrator was a frequent guest known to the staff. Because of this familiarity, staff trusted him and did not verify that his name was on the room before issuing a key.
➡️ GSRs must always verify the guest’s name on the reservation before making keys--no exceptions.
2. Never announce room numbers out loud.
The perpetrator learned the victim’s room number. Saying room numbers aloud at the front desk puts guests at risk.
➡️ Ask for the name on the reservation, verify it in the system, and point to the room number on the key sleeve--never speak it aloud.
3. Do not bypass security measures without proper verification.
The perpetrator claimed his partner was “passed out,” and staff sent maintenance to bypass the lock and even the security latch—without confirming he was an authorized guest.
➡️ Deadbolts and latch guards exist for safety. They must never be bypassed unless guest identity is fully verified and proper approval is obtained.
4. Trust must be earned through procedure, not familiarity.
Staff believed they “knew” this guest, but they were unaware of his intentions.
➡️ Even regular or friendly guests must follow the same security procedures as everyone else.
Bottom line: Consistency in safety procedures protects guests, staff, and the hotel. Familiarity is never a substitute for verification. If you choose to neglect this procedure, you negligence could lead to what happened in this news story or worse....
