AOM TEAM: KEY POLICY: GUEST ROOM ACCESS - LOST KEYS

AOM TEAM: KEY POLICY: GUEST ROOM ACCESS - LOST KEYS

For your safety and the safety of guests it is important we have a very simple clear key policy, where we access keys and/or security FOB's, how we use them and how we record these details.

Housekeeping:

  • Housekeeping supervisor collect keys from the Guest Lounges onsite allocating one master key and either a master FOB or individual floor FOB's to each staff member ensuring they are signed out using the key registration form. Each key is numbered so you need to record the actual number

  • These keys are then used to access the guest room after knocking three times

  • All keys are held in the plastic envelopes supplied and must always be with you i.e. not left on the trolley at all times

  • Keys are to be returned at end of day to the designated office

  • Housekeeping supervisor to check keys match and return to the locked security cabinet

NOTE: MISSING KEYS STOP US CHECKING GUESTS IN, AND IS A MAJOR SECURITY ISSUE

 Maintenance access to guest keys

  • Maintenance contractors access guest rooms using the spare room keys 

  • These keys must be signed out, back in and returned to the designated office as work is completed

  • All keys are held in the plastic envelope supplied and must always be with you i.e. not left on a trolley

  • When accessing the guest room, knock first


Guests wanting two keys

Where available we are happy to give guests a second key (max 2 keys), this is particularly useful for a two-bedroom apartment. When giving a second key do the following:

  • Note the guest has two keys on the booking

  • Put an alert tag on the hook or in the key holder for the apartment

  • Two Bedroom Apartments get two keys automatically


Missing keys

All locations

  1. Should a key be missing please do this::

    • Check the letterbox for the actual apartment as sometimes guests confuse this (if you need a key for the letterbox simply take a picture of the inside using flash on your phone),
    • Check the letterbox for 1312/555 and 1502/555 as sometimes guests confuse this (if you need a key for the letterbox simply take a picture of the inside using flash on your phone), if it’s still missing:
  2. Host to check with housekeeping by 1pm
  3. Host to contact the customer by phone repeatedly until they answer, if not resolved by 1pm:
  4. Host to sms the customer the key missing template in mightytext
  5. Host to message the manager or director to request approval for lock to be changed
  6. Once approved, the host is to arrange to change the lock barrel on the same day as being reported
  7. If Maintenance is available, host to issue lock barrel and 3 keys. (If maintenance not available, host to change the lock barrel if trained)
  8. Once barrel has been changed, all keys are to be changed over to the appropriate key tags and old barrel and remaining keys left to the Manager on duty.
  9. Host to advise support coordinator to hold the deposit, update key register and email an update of the missing keys, swipe codes to Group GM, Corporate Services and Neil.

Missing swipe cards

After key barrel has been changed, the missing swipe card also has to be reported so building management can cancel access. Please log this as a separate support ticket and assign it to Neil

End of day audits

Each day a key audit is done at the end of the day, this document is to be completed each day as part of your end of day reports

When completing your key audit, ensure all keys are accounted for and escalate if not. A copy of the audit should be uploaded to the server with the original placed in the key audit folder.

Process:

  • Record all keys, swipes, car park remotes in the key safe in the ‘Key Safe’ column

  • Using Cloudbeds, record all occupied rooms as having one key UNLESS there is a hang tag saying ‘Guest has 2 keys’

  • Using the car park log record all rooms which have car parks

  • Total the two columns, if any are missing follow up IMMEDIATELY

Who should change locks and in what circumstances

This is really important as there are different rules in different buildings in different circumstances, confused? Please look at the list below BEFORE changing a lock or CALLING A LOCKSMITH

Northbank:

Faulty Lock:

  1. Refer to landlord or managing agent, this should always happen first!

  2. If the landlord or managing agent is not contactable:

    1. Call Locksmiths on 

New Apartment (Barrel Change):

  • Our own maintenance team should do this

Collins Street:

Faulty Lock (Mechanism):

As the actual lock mechanism are under builder’s warranty this is more complicated. If the barrel is faulty i.e. lights not working, beeping etc then proceed to calling Locksmiths. Otherwise:

  • Refer to building manager first

  • Refer to landlord or managing agent

  • If the landlord or managing agent is not contactable:

  • Call Locksmiths Lock, smith & barrel on 0401 344 888

Faulty Lock (Barrel and Keys):

Call Locksmiths

Empire:

Faulty Lock:

  1. Refer to landlord or managing agent, this should always happen first!

  2. If the landlord or managing agent is not contactable:

    1. Call Locksmiths

New Apartment (Barrel Change):

  • Our own maintenance team should do this



KEY REPLACEMENT COSTS FOR COLLINS STREET

Security access FOB’s are ordered from the Owners Corporation using a prescribed form, included payment and authority document. Before ordering a replacement or new FOB follow these steps:


LOST FOBS
  1. Raise a support ticket and assign to corporate services

  2. Confirm with the guest the FOB is missing and email them the information below

  3. Charge guests credit card for the lost FOB and/or keys

  4. Issue a team alert to say the FOB is missing

  5. Complete and send an order form using the form in the attachments section of this article using the support ticket

  6. Add a copy of the lease with the form by going to Zoho Docs/ApartmentsofMelbourne/Landlords

  7. Call the Owners Corporation Manager to confirm receipt of order

 

ADDITIONAL FOBS

  1. Raise a support ticket

  2. Complete and send an order form using the form in the attachments section of this article using the support ticket

  3. Add a copy of the lease with the form by going to Zoho Docs/ApartmentsofMelbourne/Landlords

  4. Call the Owners Corporation Manager to confirm receipt of order

 

EMAIL MESSAGE TO GUEST FOR ALL LOCATIONS:

We’re sorry that you have not been able to return your keys and, for your safety and that of other guests we have had to order a replacement security FOB and new set of keys for your apartment. The cost of these are as follows:

  • Security FOB $85

  • Registered Key Set $72

  • Key tag $5

  • Delivery $15

  • Installation $180

  • Subtotal $352 + GST

  • $387.20 INCL GST

This amount has been billed to your credit card, an invoice has also been sent to your email address. We encourage you to contact your travel insurance company as they may be able to assist. We apologise for any inconvenience this has caused.


    • Related Articles

    • MESSY ROOM

      REPORTING MESSY ROOMS    What is NOT classified as a messy room? Loads of rubbish due to shopping or drinking if piled near to the bin. We do ask guests to remove there rubbish but ultimately this doesn't always happen as they are on holiday and ...
    • MANAGING AGENT REQUESTS FOR ROUTINE INSPECTIONS AND ACCESS

      BACKGROUND We lease all apartments, generally this is either through a licensed agent or, a landlord directly. We lease these under the Residential Tenancy Act (RTA) which, suits both the agents and ourselves as this is an act we all know and ...
    • DELIVERY AND PARCEL SERVICES FOR AOM GUESTS

      Receiving requests from in-house guests who have packages, mail or orders addressed to their accommodation in Apartments of Melbourne is quite complex and it is imperative that we respond to them accordingly. Phone Concierge Team Information 1. ...
    • $50 GUEST REWARDS BOUNCEBACK OFFER

      On a daily basis our systems send an automatic email to third party guests to encourage them next time to book direct. The offer is in the form of a redeemable voucher and, currently requires the guest to book direct via our Booking Concierge ...
    • 4803/568 ABODE FREEDOM TWO BEDROOM TWO BATHROOM ACCESSIBLE APARTMENT TEAM INFO

      As part of our commercial services for landlords and owners, we provide a number of services to this apartment. As it is not fully managed by AOM, there are a number of unique processes to be aware off. SERVICES Please note, we provide: Key ...