LOST AND FOUND PROCEDURE

OBJECTIVE:

To ensure all staffs know how to handle the lost and found items properly under hotel policy

POLICY:

Requests of Lost & Found items will be made through Front Office, House Keeping, and Security (if needed). Front Office will check with Lost & Found - Housekeeping. The request is not completed until the task has been confirmed back to guest.

PROCEDURE:

Check guest’s history, obtain and confirm previous stay information.

Write down:

Guest name & room number.

Item description

(Approximate) date, time, and location that the loss occurred

Contact number that can be reached.

Standard scripts as below:

“May I have your full name and room number please, Sir/Madam?”

“Would you explain me what you lost and how it looks like?”

“Could you remember when and where you lost it, Mr./Ms. XXX?”

“Mr. / Ms.XXX, we noted that you have lost an “item” on “date”, please wait a moment while I check with the Lost and Found department for your item.”

Only for telephone inquiry

“Mr./Ms. XXX, we noted that you have lost an “item” on “date”, may I please have your contact details including your telephone number (cell phone), email address and possibly a fax number, so we can return your call as we have to check with the Lost and Found department.”