Can female guests stay alone and accompany male guests to reissue their room cards? We made unannounced visits to three hotels.

The female employee of Ali said that after checking the hotel monitoring, Wang Moucheng, the leader, was drunk and sent her to her room. She went to the hotel front desk to open a room card privately, and entered her room four times before, the longest time was more than 20 minutes.

At the same time, another former female employee of an Internet company also broke the news to Red Star News, claiming that she was forcibly molested by customers. She said that her leader took a new card from the front desk when she was drunk and sent it back to Xi 'an Hotel for her own check-in.

For a time, "whether the hotel illegally handles the room card" has become the focus of hot discussion. Can a female guest accompany a man who opens a room and reissues his room card? What is the formal process of applying for a room card?

Hotel management industry experts said that because the hotel industry does not have a very unified industry standard in safety management, hotels not only comply with the requirements of public security management, but also rely on a set of standardized service processes formulated by themselves.

Home Inn: Don't use the room card staff to knock on the door.

Time to enter the room: 20 minutes

Home inn guest room entrance

"If no one answers all the time, we will ask the waiter to knock at the door. If there is no response to knocking at the door, we will open the door directly to see if the guests are still inside. But you still can't get into the room. We won't let you in either. " The front desk staff called the room again, but no one answered.

Subsequently, the front desk contacted the room staff by telephone. "See if the guests are in the room. A gentleman at the front desk is looking for him. Because there is no information, he can't go in directly. I want to make sure that she is safe here. Please go in and have a look. If there is no response to knocking at the door, just look at the room according to the normal process. "

After about 5 minutes, the guest room contacts the front desk staff to confirm that the guest is in the room. Then the front desk calls the room again to confirm. The whole process lasted about 15 minutes.

Xi An Qing Ya Hotel: reissue the new house card within 2 minutes and return it after use.

Time to enter the room: 5 minutes

Xi' an hotel guest room entrance

Finally, the staff member apologized for his negligence and said that he would raise his awareness of protecting customers' safety and privacy.

Atour Qingju Hotel: The hotel does not agree to enter or accompany the inspection.

Entry time: 1 hour

Yaduo hotel guest room

Hotel management expert: There is no uniform industry standard in the industry.

It is the safety management requirement of "real name check-in"

If one party moves in and the other party reissues the room card, Zong Ping said that in principle, it must be confirmed by the registered residents, such as calling the room to ask whether to reissue the room card for the subsequent residents. "This is also achieved in accordance with the security management requirements of' real-name occupancy', because the right to use this room has been owned by the registrant, and it is not the registrant's request to add a room card later. It is definitely necessary to confirm the identity and obtain the consent of the registrant. "

What should I do if I can't contact the guest or something may happen to the guest? Zong Ping said that at this time, the front desk of the hotel can't make cards without authorization. "The staff can tell the visitors that the guests may have rested and come back later. If they are worried about drunkenness or other critical situations, they can be accompanied by staff to check whether they are drunk. "

However, Zong Ping said that because there is no uniform industry standard in the hotel industry in terms of safety management, hotels not only comply with the requirements of public security management, but also rely on a set of standardized service processes formulated by themselves.

For example, he said, if guests report to the front desk that they have an emergency, it is actually beyond the handling authority of the front desk staff, and according to their professional ethics, they can't open a room. According to the procedure, the situation should be reported to the leader immediately. If the leader thinks the situation is urgent, he can accompany the visitor to report to the police or accompany him to make rounds.

"Generally speaking, there are two or more people accompanying the patient rounds, and one of them is mostly the manager on duty or the security manager. It is problematic to let only one guest in or be accompanied by only one front desk employee, because he has neither authority nor authorization from the guest. " Zong Ping said that the default standardized service process also includes knocking at the door three times at short intervals. "After entering through this service process, the staff first confirms the identity of the guests, and then accompanied by the staff, tourists can go in and do some operations, but in general, it is easy to ignore the above details."

What caused the hotel to ignore it? Zong Ping attributed it to insufficient training and weak staff awareness. "The hidden dangers and risks of indecency and rape are real. If the hotel has unified management standards and the front desk staff strictly follow the standardized check-in process, they will not make such mistakes. Therefore, it is necessary to strengthen safety awareness in this area during induction training. "