Lost Property Procedure

Occasionally, guests may inadvertently leave items behind. This procedure outlines how to manage lost property and ensure its safekeeping or return to the rightful owner.

Items Found in Rooms

• Non-Trash/Non-Hotel Items: Any items discovered in departing guest rooms that are not trash or hotel property must be taken to the Housekeeping office and logged as Lost Property.
• Valuable Items: If the item is valuable (e.g., money, electronics, wallet, passport/ID, jewelry, watches), the room attendant should immediately notify the Housekeeping Supervisor. The Housekeeping Supervisor will then collect the item, log it, and hand it over to the Duty Manager.

Logging and Storage

• Packaging: Place all lost items in a plastic bag with a completed Lost Property slip attached.

• Storage Location: Secure the bag in the lost property locker within the luggage storage area.
• Lost Property Log: The Lost Property Log, accessible at M:\Operations\Front Office\Duty Managers\Lost Property, must be updated with accurate information for all items by the end of the day.

Valuable Items

The Duty Manager will make every effort to contact the guest to arrange collection or postage of valuable items.

Item Storage

• Housekeeping Storage: General items are stored here. Alcohol must be kept in a locked cupboard.
• Back Office Safe: Valuable items are stored securely in the safe.
• Arrivals Room: Items awaiting collection or postage are kept here.
• Please note: No items should be left in the back office.

Storage Duration & Disposal

• Non-perishable, non-valuable items are stored for three months, including the current month. After this period, they may be disposed of at the hotel's discretion.
• Opened food or drinks are not stored.
• Unopened drinks are stored in the Housekeeping office for 30 days and then may be disposed of at the hotel's discretion.

Guest Inquiries

When a guest inquires about a missing item, request the following information:

• Reservation name
• Departure date
• Room number
• Description of the item

Returning Items to Guests

• Collection: Guests can collect items from the hotel.
• Postage: Items can be mailed at the guest's expense. When a guest requests this, we have to email them to request some details.

Below is an email template to do so:

Good morning,

We have safely stored your lost property item – [LOST ITEM] – found in Room [ROOM NUMBER] after check-out on [DEPARTURE DATE].

To arrange return shipping, we require the following:

• $[XX.XX] postage fee
• Postal address

Please make a bank transfer for the postage fee using the details attached.

IMPORTANT: Use #[FOLIO NUMBER] as your payment reference.

Once the transfer is complete, please reply to this email with the following:

• Screenshot of the successful bank transfer
• Your full delivery address

We will then ship your [LOST ITEM] to you and provide you with the tracking number.

Postage Guidelines

• Domestic: Use Australia Post standard parcel post (3+ business days). Fees vary by size.
  • Small parcel bag: $12
  • Medium parcel bag: $15
  • Large parcel bag: $20

• International: Postage costs depend on size, destination, and shipping method.
• Fragile Items: Wrap fragile items with bubble wrap or brown paper to prevent damage.
• Prepaid Postage Bags: Use the correct bag and fill in all required information.

Post-Postage Procedures

• Notification: Send an email to the guest confirming postage, including the tracking number and mailing address. CC the Duty Manager on this email.
• Charge Posting: Email Tanisha with a request to post payment when it comes through. Once Tanisha has confirmed payment received, manually post the charge in iHMS using the "POSTAGE" code and "Lost Property Postage Fee" as the remark.
• Log Update: Record the tracking number in the Lost Property log's remark section.

Disposal of Items & Valuable Handling

• General Items: Dispose of non-valuable items after 3 months. Always wear gloves when handling lost property.
• Valuable Items: Hand over valuable items to the nearest police station, providing the following information:
  • Reservation name
  • Departure date
  • Room number

• If a guest requests disposal of a valuable item, update the log with a corresponding remark.

Unrecovered Items & Guest Inquiries

• The Executive Housekeeper is responsible for the disposal and overall management of lost property.
• If a guest inquires about an item that has not been found, record the details (item description, contact number) in the "Enquiry" tab of the spreadsheet.

Remember: Efficient and professional handling of lost property reflects positively on the hotel and contributes to guest satisfaction.