LOST AND FOUND POLICIES

OBJECTIVE:
To establish a systematic process for handling items that are found within the hotel ensuring they
are safely stored, properly recorded, and returned to their rightful owners in a timely and
efficient manner, while also maintaining privacy and security standards.
PURPOSE:
These policies facilitate the management of lost items, protect the property of individuals, and
foster a sense of responsibility and integrity within the organization.
PROCEDURE:
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 and found procedures in hotel to be followed:
1. 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.
2. There should be a designated place to collect missing objects, whether located in guest
rooms, meeting rooms, public areas, or restaurants.
3. Lost items must be stored in a locked closet or in a very restricted area.
4. Employees are told to carry items to the lost and found area and to provide prompt
attention to valuables.
5. All items received to be recorded in a lost and found register.
6. All items, irrespective of whether they are valuable, non-valuable items, and perishable
products, must be registered in the Lost & Found Register.
7. 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.
8. Valuable items like Jewellery, mobile, wallets, laptops, pads, etc. must be stored in a
locker.
9. 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.
10. Send Email to the guest to notify the guest about the lost item (as per the hotel policy)
11. 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.
12. If the item has been submitted to the guest / collected by the guest approved individual,
an appropriate entry will be made to the system.
13. Valuable Items
- One separate Register is maintained for Valuables lost and found items and the items
are kept in a safe Deposit Locker.
- Valuable items are kept for six months (as per the hotel policy)
- Present an evidence to claim the item such as ID
- If there is no response from the guest, an auction to be conducted.

14. Non-Valuable Items

- These category items are kept for three months in safe custody after making
necessary entries.
- If there is no response from the looser till the time, these items are to be disposed of.
e.g To be distributed to the finder.

15. Perishable Items

- Perishable natural lost and found items are kept for three days.
- In case of any quarry and need to keep further is to be done accordingly.