LOST AND FOUND PROCEDURE

Goal: All properties will follow established procedures when a guest item is found on the hotel premises.

SCOPE:

To establish procedures for the turning in, documenting and returning of guests lost and found articles. By doing so will foster positive guest relations and demonstrate good will on behalf of the hotel.

PROCEDURE:

1. The hours of operation will be 7:00 A.M.-5:00 P.M. daily. All calls regarding lost and found will be referred to the Housekeeping Department.

2. The main linen room attendant is responsible for the administration of the lost and found department.

3. All lost and found items will be entered in the lost and found ledger (see below) with the following information:

   • Date found

   • Room number/location found

   • Description of the item

   • Log number

   • Name of the finder

   • Disposition

   • Address of claimant (if mailed)

   • Signature of claimant (if claimed in person)

4. An inquiry log will also be maintained to record guest inquiries concerning lost articles. All such inquiries must be answered by letter if the article is not located (see below).

5. Articles found will be kept in a locked and secured area divided into sections by month, located in an area. Items designated as valuable, i.e., watches, rings, money, etc., will be stored separately. These articles will be kept locked up in a safe, either in security, the General Cashier or the Executive Housekeeper who will be assigned a safe deposit box at the front desk.

6. During evening and midnight hours of operation all lost and found items will be forwarded to the front desk. Front desk will ensure that these items are properly identified and tagged. An area will be designated for temporary storage of lost and found items by the Front Office Manager. Each morning a representative of the Housekeeping Department will pick up any lost items held by the Front Desk.

7. Reclaim of article by guest may be made in one of the following two ways (methods):

   • Guest Inquiry by telephone During normal hours of operation of lost and found, guest call should be transferred to Housekeeping. Guest should give full description of item as well as room number and/or area presumed lost along with dates). If item is located, Housekeeping should determine from the guest if it is to be picked up or mailed. If item is not located then the inquiry is to be documented in the inquiry log for follow up.

   • Guest inquiry in person. Housekeeping will bring the article up to the lobby. The guest will sign for their article in the spot designated for the lost and found ledger.

8. Mail Procedures. Linen room attendant will wrap, address and pay packages for mailing and make arrangements to mail. The local property will determine how the package will be sent, i.e., UPS, overnight mail, etc., at the hotel's expense.

9. It should be stressed that at no time do we tell a guest that we have their missing article. Housekeeping must verify the item in the log book and physically have the article. Housekeeping should never make the initial contact with a previous guest regarding an article that has been found.

10. Credit cards found in the guestrooms or in public areas of the hotel must be turned into the General Cashier's office in the Accounting Department by way of the drop safe. All inquiries for credit cards must be referred to the general cashier.

11. Accounting, upon receipt of found credit cards, will notify housekeeping as to the type of card, card holder's name, and credit card number. Upon receiving a call, guest has to identify by type, name and number. At no time will the Room attendant offer any information about found credit cards.

12. Articles unclaimed after 90 days may be given to the finder; valuable items will be held for six months. If the finder no longer works for the hotel, the Executive Housekeeper at their discretion will dispose of the unclaimed items. Alcoholic Beverages Basic policy is there can be no drinking of alcoholic beverages in hotels by employees, therefore, there is no basis for possession of alcoholic beverages in hotels by employees. Alcoholic beverages left in guest rooms by guests shall be immediately brought to the Main Linen Room and delivered to the custody of the Executive Housekeeper/Housekeeping and Manager (locked in a secured area). It will be marked with the date and room number where found and individual finding it. This applies equally to beer and wines, as well as to hard liquors. Beverages in custody should be retained no longer than seven days, and then, if not called for by the departing guest: poured down the drain by the D.O.S., Housekeeping Manager. Employees May Not Accept Alcoholic Beverages As Tips. Items which originated through the Food and Beverage departments (i.e., VIP wine, champagne, etc.) will be returned immediately to the Beverage controller.

13. 
    

LOST AND FOUND LEDGER

• Date the article was found and logged in the book.

• The log number.

• The description of the item found.

• The location.

• Who found the item.

• Name of person who logged the item.

• Signature of claimant and date item was mailed.

  
  

INQUIRY BOOK

• Name of person who called

• Address

• Phone number

• Item lost

• Where it was lost

• When it was lost

• Name of person taking call

• A letter should be sent to each caller making an inquiry for a lost and found item (see below)

  
  

LOST & FOUND LETTER

Dear____________

Regretfully the ______________ your correspondence mentioned as being lost, has not been turned into our Lost and Found Department. I have personally checked the Lost and Found log and our Security "cage." (Request for additional information if applicable) I have enclosed a request for additional information form and a stamped envelope.

The information you have given me will be kept on permanent file. If your_______________ should be turned in, I will mail it/them to you at the following address:

___________________________________________

___________________________________________

___________________________________________

Regretfully,

______________

Tecton Hotels

Name of Manager

Title of Manager

LOST ITEMS INQUIRY

DATE:________________________________________________

NAME:________________________________________________

ADDRESS:____________________________________________

PHONE # _____________________________________________

DATE OF CHECK-OUT:_________________________________

ROOM or VILLA # :_____________________________________

DESCRIPTION OF LOST ITEM OR ITEMS: ____________________________________

________________________________________________________________________

________________________________________________________________________

________________________________________________________________________

LOST AND FOUND TAG

ITEM______________________________________

LOG NUMBER_____________________________

DATE FOUND______________________________

WHERE FOUND____________________________

FOUND BY_________________________________

SIGNATURE/DATE__________________________

I MAILED TO/DATE__________________________