Lost & Found

Objective ：

The objective of this policy & procedure is to ensure that any guest’s item found is immediately attended to.

Procedure：

1. Any staff who finds any articles left behind by a hotel guest/F&B patron should immediately inform their Supervisor or Department Head and check with the Concierge counter to determine whether the guest has left the hotel or not. In case the guest is still in-house, a message should be left at the Concierge counter to advise the guest to pick up his belongings at the Housekeeping Office.

2. If the guest has already left the hotel, the found article must then be sent without delay to the Housekeeping Office - Lost And Found section.

3. The found article should be put in a left Property Envelope with the following information marked on the Envelope:

• Date found  

• Name of the guest  

• Description of the article  

• Name of finder 

• Location of article found 

4. The Housekeeper will then record the case into a Left Property Register Book.

5. If it is not feasible to have the article sent to the Housekeeping Office for whatever reason, it should be given to the custody of the Duty Assistant Manager/Night Manager who will accordingly make an entry record into the AM log book and make arrangements to have the article sent down to the Housekeeping Office as soon as possible. 

   
   

   Under no circumstances should an individual retain any articles found in any area, as this is an offence, which will result in disciplinary action

   
   

6. If any of the articles found in any area are considered to be of substantial value e.g. watches, jewelry and/or cash, the article in question should be given to the custody of Duty Assistant Manager who will in turn make a log book entry record in the AM log book, lock the article in the AM safety deposit box to be submitted to the Director of Finance & Business Support’s Office before the end of the day or the next working day.

7. All articles channeled through and kept temporarily by the Duty Assistant Manager/Night Manager must be notified to the Housekeeping Office immediately.

8. All Lost and Found items regardless of value must be recorded into the Left Property Register Book by the Housekeeping Office, which is the centralized point when inquiries are made to recover them.

9. No articles may be returned back to the owner without verification and signature of acknowledgment.

10. For non-substantial value articles, if there is no enquiry for a consecutive period of six (6) months and after continuous attempts or the owner cannot be located, the lost article could be inherited to the finder subject to the General Manager’s approval. Should the finder be no longer in our employment, the final decision rests on the Management as to what should be done with it.

    Non-substantial value articles which are perishables, can be disposed of by the Executive Housekeeper at his discretion, recording into the Left Property Register Book

11. Whenever owner has been identified and his address known, the Executive Office will notify her/him about the item left behind. Upon owner’s request, the item will be returned to her/him after being properly documented.

Audit 

1. All articles kept in custody by the Executive Housekeeper and Director of Finance & Business Support are subject for audit. Henceforth, all such articles must be properly tagged and kept in secured and locked location.

1. The Left Property Register Book must be most up-to-date at all times