Lost and Found Management

Procedure Steps

Step 1: Handling Found Items

1. Bag and Tag the Item:

   • Place the item in a bag and label it with:

     • Date

     • Room Number or Location where the item was found.

2. Document with a Photo:

   • Take a clear picture of the item.

   • Share the photo in the Concierge WhatsApp Group for record-keeping.

Step 2: Guest Notification

1. Determine Guest Details:

   • Check the reservation system to identify the guest associated with the room or location.

2. Notify the Guest:

   • Open the Abode PMS System.

   • Click the Paper Airplane Icon in the reservation details (top right corner).

     

   • Select the Lost and Found Email Template.

     

   • Add details about the item (e.g., "A pair of sunglasses left in Room 5").

   • Send the email.

   • 

Step 3: Storing the Item

1. Handover to Management:

   • Deliver the item to management for secure storage.

2. Storage Location:

   • Place the item in the Lost and Found Chest in the front desk storage room.

   • If no room is available in the chest, notify management for alternative storage arrangements.

3. Log the Item:

   • Maintain a list of all stored items, including:

     • Date found.

     • Description of the item.

     • Room number or location.

Step 4: Retention Period

1. Retention Duration:

   • Store the item for 3 months from the date it was found.

2. Unclaimed Items:

   • After 3 months, unclaimed items are eligible for a staff auction.

Step 5: Staff Auction for Unclaimed Items

1. Auction Timing:

   • Conduct a quarterly staff sale for unclaimed items.

2. Auction Process:

   • Staff members bid on items.

   • Management is responsible for:

     • Handling the bidding process.

     • Collecting bids and assigning items.

3. Proceeds:

   • All proceeds from the auction are managed by hotel leadership for reinvestment in staff programs or activities.

Best Practices

• Always notify guests promptly about found items to enhance customer service.

• Use clear and detailed descriptions in lost and found emails.

• Secure valuable items (e.g., electronics, jewelry) with extra care.

Reference Material

• Abode PMS System: Lost and Found Email Template Guide.

• Concierge WhatsApp Group for item tracking.