LOST-AND-FOUND ARTICLES
All unclaimed found on the hotel premises should be handed over to the housekeeping control desk. Notice should be put up regarding the handing over of any personal property found so that all staff members are aware of where such property should be handed over.
It is important to write all the information down for locating purposes if a guest call up a few weeks later inquiring about items. It is also important to write the finder down because after 6 months the item will be given to the finder. Both parties must sign the book so if there are any queries later on it is easy to find out who dealt with the situation. If a weight limit is not stipulated then the hotel could end up paying a lot of money for heavy and large amounts of forgotten items!
Sometimes guests speak with a foreign accent, it is difficult to understand them so errors whilst writing down the forwarding address might occur. It is also proof of the sending address should any queries occur at a later date
Sample lost and found register
LOST-AND-FOUND PROCEDURE
o Tight control is kept with the lost & found keys to prevent any pilfering. An item left behind by guest either in the room or in public area identified by any staff and brought under the notice of Housekeeping is termed as “Lost and Found” item.
o There should be one dedicated location to receive lost and found items whether it is found in guestrooms, meeting rooms, public area or restaurants.
o The lost items must be secured in a locked closet or area that has highly restricted access.
o Employees are instructed to bring items to lost and found area, with valuables receiving immediate attention.
o All items received to be recorded in a lost and found register.
o All items regardless whether it is valuable, non valuable items and perishable items must be recorded on the Lost and found register.
o Items should be put in a plastic bag noting the serial number from the register, place found, date, name of the person found the item etc.
o Valuable items like Jewellery, mobile, wallets, laptops, ipads etc. must be stored in a locker.
o If the Property management system has Auto trace functionality then put a trace on the guest profile stating the there is a lost item held with the housekeeping department.
o Send Email to the guest to notify the guest about the lost item ( as per the hotel policy )
o When guest calls up the hotel to ask about the lost item, only the person who maintains the lost and found register should revert to the call.
o Once the item is sent to the guest / collected by the guest authorized person an appropriate entry to be made on the system.
LOST-AND-FOUND ENQUIRIES
The control desk supervisor must check lost-and-found log book to see whether such an item is recorded.
If found recorded record in the log, the article is taken out of the cupboard and the guest is informed that he or she may came to claim the article.
He or she may asked to sign the lost-and-found log book, giving name, address, and telephone number.
The data and time are also recorded and the article is then handed to the guest.
When a lost article has been positively identified by an enquirer no longer at the hotel and it is to be mailed to the enquirer
The article is packaged for mailing by a member of the housekeeping staff assigned the task.
The person taking the package for mailing signs the lost-and-found log book, assuming temporary custody of the article.
DISPOSAL OF ARTICLES NOT CLAIMED
v Lost-and-found articles may be stored for 3-6 month by a hotel depends on the hotel policies.
v It will be offered to the finder as his or her personal property if this article has not been claimed by its rightful owner.
v If the finder desires the article, he or she will be issued a get pass by the housekeepingdepartment, authorizing the removal of the article from the hotel.
v The finder is asked to submit a letter of indemnity while taking possession of the article.
v Should the person not desire the article, it may be auctioned or given to charitable organization.
CONCLUSION
All hospitality establishment need to provide a safe and secure environment for both guest as well as employees. Besides, the housekeeper must ensure that his or her department follow the safety management. It can increase our guest believe to our hotel. The employees must follow the procedures lost-and-found correctly to ensure that no have problem when the guest come back to claimed their property. This session concluded with a discussion on the procedure for handling lost-and-found articles, which in almost all hotel properties are the responsibilities of the housekeeping department.
