Every lost and found item discovered at the hotel (either inside or outside) by a member of the staff (or by a non-employee such as a guest or a visitor to a member of the staff) must be forwarded to the Supervisor, Head of Department, Assistant Manager or General Manager. This will include but is not limited to, items found in guest quarters, public areas, food and beverage outlets, and on hotel grounds.
Below are standard Lost & Found Procedure in Hotel to be followed:
- An item left behind by guests either in the room or in the public area identified by any staff and brought under the notice of Housekeeping is termed as “Lost and Found” item.
- There should be a designated place to collect missing objects, whether located in guest rooms, meeting rooms, public areas, or restaurants.
- Lost items must be stored in a locked closet or in a very restricted area.
- Employees are told to carry items to the lost and found area and to provide prompt attention to valuables.
- All items received to be recorded in a lost and found register.
- All items, irrespective of whether they are valuable, non-valuable items, and perishable products, must be registered in the Lost & Found Register.
- Items should be put in a plastic bag with a serial number from the tag, the location found, the date, the name of the individual who found the object, etc.
- Valuable items like Jewellery, mobile, wallets, laptops, pads, etc. must be stored in a locker.
- If the Property Management System has Auto Trace capability, then put a trace on the Guest Profile of the missing object kept by the Housekeeping Department.
- Send Email to the guest to notify the guest about the lost item ( as per the hotel policy )
- If a guest calls the hotel to inquire about the missing object, only the person carrying the lost and found list will respond to the call.
- If the item has been submitted to the guest / collected by the guest approved individual, an appropriate entry will be made to the system.