Lost and Found Procedure in Hotel

Being a property or hotel owner, you must have come across lost and found items and the way to handle them. It can be a hassle at times if the item is expensive or important. Especially educating the staff about how to handle them. Hence, putting across a systemized lost and found procedure helps enhance customer experience and the hotel’s reputation in the market. 

It still can be overwhelming to know what to do and how to handle lost and found efficiently. What we suggest is to begin from basics and then slowly set up clear-cut protocols to handle lost and found items. 

What is a Lost and Found Procedure in a Hotel?

To take it from the top, let’s understand what a lost and found procedure in a hotel is. The hotel lost and found procedure entails the steps that are put in action when a guest’s belonging/s are found unattended on the premises. 

The basic lost and found procedure entails a process where the lost item is found, then secured and kept safe, and eventually returned to the rightful owner (guest). 

Steps in the Lost and Found Procedure in Housekeeping and Hotel Operations

The steps in the lost and found procedure in hotels have two aspects, first at the level of housekeeping and second at the level of front desk operations (aka hotel operations). 

The lost and found procedure in housekeeping involves clean protocols for the initial steps of the lost and found process after an unattended product is found. 

1. When an item is found on the premises (in the room, lobby, restaurant or any other place) the housekeeping staff secures it. 

2. Then, the particular item is handed over to the housekeeping manager/supervisor. 

3. The manager then asks the staff to categorize it into any of the following categories:

Valuables: Jewellery, electronic gadgets, official documents, cash, branded items, credit/debit cards

Non-valuables: Clothes, accessories, medicines, stationeries, cosmetics

Perishable: Food items and soft beverages

Liquor: Alcoholic drinks 

4. After gathering all the information, the item is lodged in the lost and found register online and offline. 

5. Finally, the supervisor is responsible for contacting the front desk about the item, inquiring if there have been any messages about lost items from guests. 

The staff should be regularly trained according to this housekeeping SOP for better handling of lost and found items in the hotel. 

On the other hand, the front desk SOP has some steps for the lost and found process as well. 

1. The front desk receives and records complaints and messages from guests regarding their misplaced or lost items. 

2. When the housekeeping supervisor contacts the front desk regarding lost and found items. The front desk staff checks their records if there are any messages regarding the items. 

3. If there is any message, then the said guest is informed and the product is then delivered to them by either post or pickup. 

4. If there is no message, first keep an eye out for it or if guest information is present inform them about the item. Second, the items should be kept in storage for a specified time and then need to be disposed of according to the regulations. 

The staff should be regularly trained about the lost and found process in the hotel to maintain consistency and exemplary standards. 

Rules for Lost and Found Items in Hotels

The rules for the lost and found items in hotels are basic yet should be followed to boot to ensure no hiccups in service or customer satisfaction. 

1. If the item is valuable then it is kept securely with the housekeeping department for 6 months. If it is still unclaimed, it will be put to auction by the hotel for the staff. 

2. Non-valuable items are kept for a period of 3 months and later they are given to staff members who want to take them. 

3. The perishable items are kept for 3 days. Later they are either consumed or thrown away. 

Importance of a Hotel Lost and Found Policy

A proper hotel lost and found policy is crucial for enhancing guest satisfaction and operational efficiency. By establishing and following the policy hotel’s commitment to customer care is shown which ultimately increases customer satisfaction and translates to related business and improved brand loyalty. 

Role of Technology in Lost and Found Management

The lost and found management can be improved with the help of technology by using a property management system like aPerfectStay. The benefits of using lost and found software in a hotel are:

• The software keeps a record of all the lost and found items in one place. It can be accessed by different departments easily and it ensures accuracy. 

• The guest feature can be used to communicate with guests as well as track the status of the items. 

• Guests can submit their requests for the items lost through the software and it automatically matches items if they fit the description shared by the guest. 

• It enhances customer satisfaction and makes the process easy to understand and follow. 

• The software further helps in faster returns of lost and found items. 

aPerfectStay streamlines the lost and found process for you by allowing guests to create a 

Best Practices for Hotels to Improve Their Lost and Found System 

As a hotel owner, you can always try to improve on your established process for lost and found by adopting the following practices. 

1. Keep an efficient and regularly updated record of lost and found items. 

2. Install CCTV cameras 

3. Ensure the rooms are checked thoroughly before the guests leave

4. Cross-check with the staff if any complaint is submitted by the guest or any lost item is found

5. Use lost and found software to make the process efficient and faster. Book your aPerfectStay demo now.

To conclude, the lost and found procedure in hotels plays an important role in shaping the customers’ view of the hotel and their overall experience. Having a robust lost and found process leads to efficient management and focuses on customer satisfaction. By using aPerefectStay’s lost and found software you can streamline the process to ensure there are no fallouts. Consequently, having a foolproof lost and found process elevates the hotel’s standing and reputation.