Standard Procedure For Handling Lost and Found Items

HousekeepingA department of the rooms division; responsible for cleaning the hotel's guest rooms and public area... and lost and found procedures are essential for maintaining a clean and organized environment in any establishment. Standard Operating Procedures (SOPs) for housekeeping and lost and found procedures are often put in place to ensure that guests and staff alike are treated with respect and that their belongings are accounted for.

In order to effectively implement these procedures, it is important to establish clear guidelines for housekeeping staff to follow. This includes establishing a regular cleaning schedule, identifying areas that require special attention, and providing them with the necessary cleaning supplies and equipment.

Similarly, lost and found procedures should be clearly outlined and communicated to all staff. This includes designating an area for lost items, creating a system for logging and tracking found items, and establishing a protocol for communicating with guests who have lost their belongings.

By following these procedures, hotels, restaurants, and other establishments can ensure that their guests have a positive experience and that their belongings are safe and accounted for.

• An item left behind by a guest either in the room or in the public area identified by any staff and brought under the notice of Housekeeping is termed a “Lost and FoundShould guests lost any of their belongings; the housekeeping and security staff would register the n...” item.
• There should be one dedicated location to receive lost and found items whether it is found in guestrooms, meeting rooms, public areas 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 the lost and found areas, with valuables receiving immediate attention.
• All items received are to be recorded in a lost and found register.
• All items regardless of 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 who 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 that 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 a guest calls 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 is to be made on the system.

Sample lost and found register:

The lost and found items are classified as follows:

1. Valuable items.
2.  No valuable items.
3.  Perishable items.

Procedure For Valuable items :

• One separate RegisterRegister is the Process of filling in the registration card at check-in. is maintained for Valuable lost and found items and the items are kept in a safe Deposit Locker.
•  Valuable items are kept for six months ( as per the hotel policy),
•  If there is no response from the guest, an auction to be conducted.

Procedure For Nonvaluable items:

• These category items are kept for three months in safe custody after making necessary entries.
• If there is no response from the looser till the time, these items are to be disposed of. E.g.: To be distributed to the finder.

Procedure For Perishable items:

• Perishable natural 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 nonvaluable items?

SOP Number: Housekeeping SOP - 11 
Department: Housekeeping – General
Date Issued: DATE THE DOCUMENT WAS CREATED
Time to Train: 30 Minutes