LOST AND FOUND

Guest Expectation : I expect my lost items to be handled properly and returned to me if I accidentally forget where I leave them. 

Why is this task important for you and our guests?

Answers: 

1. It is important, that Lost & Found items are handled properly in accordance with the Hotel procedure.

2. I understand that our guests expect to have lost items returned.

3. I can show professionalism.

4. Returned items to Guests demonstrate our honesty and integrity. 

STEPS	HOW/ STANDARDS	TRAINING QUESTIONS
Handling Lost and Found	Any Lost and Found item are to be turned in to the Housekeeping Office immediately. Never put any found item in the pantry or in other locations, or on a trolley. Housekeeping Office is responsible for the administration of all Lost and Found. Anything left in an empty room or other guest area should be treated as a Lost and Found item. Immediately call the Housekeeping Office when any item is found.	Why can I not leave the item in the Pantry or on the trolley until my shift ends?  Is something as small as a telephone adaptor treated as a lost & found item?
Handover the item to office	Floor Supervisor will take the item to the Housekeeping Office and log the location found, date and time in the Lost and Found log book. Item will be locked in the Lost and Found cabinet. Room attendant and PA Staff must take the lost and found to the housekeeping office and book in. These items must be logged include: Name & Address Item descriptions Founder The lost item will be marked with numbered tag. The number corresponds with the number in the log book  If you have any question about Lost and Found, you should contact your Supervisor right away. If the lost item has value (jewelry, camera etc.) the Security Manager gets involved. Valuable items must be put into the FO safe and Executive Management informed, including the Housekeeper.	Why does the FL. Supervisor take the item to the HK office? Why does the item need to be marked with a number? Why do valuable items need to be separately locked? Practice how to fill in the L&F record
Guest calls	When the guest calls, items must be convincingly identified by the guest.	Why do I need to get the exact description?
Sending the item	Executive Housekeeper or Assistant Executive Housekeeper must ensure that the right item is sent to the guest from the Concierge desk.  The Guest will be asked how he/she wants to have the item sent, or when he/she will stay with us next time to have the item handed over to the guest personally. Items will be sent on the hotel’s expenses as a gesture of service by the fastest way possible.	Why does the Concierge send the items? Why do we ask the guest how he/she wants to have the items sent? Why does the hotel pay?
Handle the found	All the bottles of liquor or eating items bottles should be poured out after 24 hours. Unopened bottles of liquor or eating items like fruit will be poured out after being kept in Housekeeping Lost & Found storeroom after 48 hours. All valuable items must informed and stored by finical controller All items will be stored for 3 months and released to the founder with the approval of hotel management. All valuable items will be kept for 1 year and released to the founder with the approval of hotel management.

Now ask the trainee to practice the task from start to end to test competency.

Summary questions:

1. What is important when finding an item?

2. Where does the lost & found item go?

3. What speed is required to deliver lost & found items to HK Office? What do I have to do if a guest calls and advises they have lost an item?

4. What choices for collection can we present to the guest once we are sure the item belongs to them?

5. Who sends the item?