SOP – Housekeeping – Lost and Found procedures
SOP Number: HK - 11 ( SOP serial number and department code )
Department: Housekeeping – General
Date Issued: DATE THE DOCUMENT WAS CREATED
Time to Train: 30 Minutes
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.
There should be one dedicated location to receive lost and found items whether it is found in guestrooms, meeting rooms, public area or restaurants.
The lost items must be secured in a locked closet or area that has highly restricted access.
Employees are instructed to bring items to lost and found area, with valuables receiving immediate attention.
All items received to be recorded in a lost and found register.
All items regardless whether it is valuable, non valuable items and perishable items must be recorded on the Lost and found register.
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.
Valuable items like Jewellery, mobile, wallets, laptops, ipads etc. must be stored in a locker.
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.
Send Email to the guest to notify the guest about the lost item ( as per the hotel policy )
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.
Once the item is sent to the guest / collected by the guest authorized person an appropriate entry to be made on the system.
Sample lost and found register:
The lost and found items are classified as follows:
- Valuable items.
- No valuable items.
- Perishable items.
Valuable items :
- One separate Register is maintained for Valuable lost and found items and the items are kept in a safe Deposit Locker.
- Valuable items are kept for a period of six months ( as per the hotel policy),
- If there is no response from the guest, auction to be conducted.
Non valuable items:
- Perishable nature lost and found items are kept for three days.
- In case of any quarry and need to keep further is to be done accordingly.
Training Summary questions:
Q1. Explain the term 'Lost and found'?
Q2. What is the process for valuable objects?
Q3. Where should the valuable items kept?
Q4. Why it is important to record all items on the lost and found register?
Q5. What is the procedure for non valuable items?