Can female guests stay alone and accompany men 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 front desk of the hotel and opened a room card privately. She had entered her room four times before, and 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 when she was drunk, her leader took a new card from the front desk and sent it back to Xi 'an Hotel, which she checked in by herself.

For a time, "whether the hotel illegally handled the room card" became the focus of hot discussion. Can a female guest accompany a man when he 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, each hotel not only abides by the requirements of public security management, but also relies on a set of standardized service processes formulated by itself.

Home Inn: Don't knock on the door with your room card.

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 phone. "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, take a 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 lasts about 15 minutes.

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

Time to enter the room: 5 minutes

Xi' an hotel room entrance

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

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 if the guest may have an accident? Zong Ping said that at this time, the hotel front desk can't make cards without authorization. "The staff can tell the tourists that the guests may have rested and come back later. If they are worried about drunkenness or other critical situations, they can check whether they are drunk with the staff. "

However, Zong Ping said that because the hotel industry does not have a very uniform industry standard in terms of safety management, in addition to complying with the requirements of public security management, each hotel relies more on its own set of standardized service processes.

For example, he said that if tourists report an emergency to the front desk, it is actually beyond the processing authority of the front desk staff. According to their professional ethics, they can't open the room. According to the procedure, this situation should be reported to the leader immediately. If the leader thinks it is urgent, he can accompany the visitor to call the police or accompany him to check the room.

"Generally speaking, there are two or more people accompanying the house inspection, and most of them are managers such as duty managers or security managers. It is problematic to let only one guest in or be accompanied by only one front desk employee, because he has neither the authority nor the authorization of 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 guest's status, and then accompanied by the staff, visitors 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. "