Lost & Found Procedure in the Hotel Industry - By Arijit Mitra

1. Initial Reporting

- Any article found in the hotel by an employee must immediately be deposited with the housekeeping (HK) supervisor on duty.

2. Handing Over to Housekeeping

- Supervisors or departmental managers must hand over all articles to the housekeeping department and ensure they are entered in the lost and found register.

3. Packaging and Documentation

- The article must be packed in a transparent plastic packet with the lost and found deposit slip on top or neatly visible.

- The articles will then be deposited in a designated locker within the housekeeping department.

4. Classification of Articles

- Articles can be classified into four categories: perishables, alcoholic beverages, non-valuable items, and valuable items.

5. Perishables

- Perishable items are stored for a period of one day and then handed over to the finder with a non-returnable gate pass duly signed.

6. Alcoholic Beverages

- Any alcoholic beverages found in the room must be deposited with the F&B controller on the same day with proper acknowledgment.

7. Non-Valuable Items

- Items valued below Rs.1000/- are classified as non-valuable items, which can be stored for a period of three months. After this period, the items can be handed over to the finder.

8. Valuable Items

- Articles valued over Rs.1000/-, cash, jewelry, watches, and mobiles are to be reported to the guest via telephone or email taken from the Front Office. If no response is received, the items are stored for six months, after which management will decide on their disposal.

9. Classification Discretion

- The classification of the value of items can be at the discretion of the Executive Housekeeper (EHK) and the Unit Financial Controller (UFC).

10. Guest Intimation

- A letter or email of intimation must be sent to all guests for both non-valuable and valuable items.

- The letter/email is to be sent from the EHK’s office, duly signed by the EHK.

- The unit has the discretion to courier the items to the guest on a chargeable basis or at the cost borne by the hotel.

11. Storage Key Management

- The key for the storage cupboard is to be maintained only by the EHK and the Assistant Executive Housekeeper (AEHK) in the absence of the EHK.

12. Quarterly Inventory

- A quarterly inventory of the stored items is to be conducted, involving a team comprising the EHK and the Security Manager. The inventory list is to be sent to the General Manager’s (GM) office.

13. Disposal of Items

- All items disposed of at the end of three months must be accompanied by a non-returnable gate pass, which should be filed for reference.

14. Record Keeping

- A proper record register must be maintained for items stored, disposed of, letters of intimation to guests, their replies (if any), a copy of the non-returnable gate pass, and the lost and found slip.