Unreturned keys policy at CS

1. The housekeeper should immediately notify the supervisor of the lost keys/fob/parking remote or the entire set. The supervisor should notify the concierge about the lost keys through email.
2. Concierge will take quick action by contacting the guest through phone call and email to inquire about the keys and when they can be returned. The guest will be charged $1000 if the keys are not returned as soon as possible. Inform Accounting and Manager right away. (We will give the guest 24 hours to response, in case of no response we will proceed with the charge in your second email to the guest) If the guest requests more time to return, you must consult with your direct Manager.
3. Check the incoming arrivals; if it is the same day or the following day, try to relocate the guest and inform them of the last-minute change and the reason.
4. Keep the missing key unit out of order in RMS until the keys are returned/ordered.