How do you handle lost and found guest items?

How do you handle lost and found guest items?

When guest calls up 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 to be made on the system.

How do hotels deal with lost and found items?

Send Email to the guest to notify the guest about the lost item ( as per the hotel policy ) If a guest calls the hotel to inquire about the missing object, only the person carrying the lost and found list will respond to the call.

How do I get back something I lost from a hotel?

If you do want that item back, give the front desk a call to see if they have it—the hotel may ship it to you for free, or charge you for the cost of shipping and handling. Just don’t wait for the hotel to call you about your lost item—here’s why they may be reluctant to reach out.

What is the lost and found procedure?

Lost and Found provides for the care, restitution, sale and destruction of unclaimed, lost, or abandoned property. The goal of Lost and Found is to ensure all lost items are returned to their rightful owner in a timely and efficient manner.

How do I manage lost and found?

Follow our top tips to manage lost property appropriately

1. Reduce contact with found items.
2. Move your lost property process online.
3. Spend less time rummaging through lost and found.
4. Store and dispose of items sensibly.
5. Return lost items via post.

How do you handle guest request in housekeeping?

Handling complaints:

1. Do not argue with the guest.
2. The guest is always right.
3. Listen attentively to the guest and understand what is exactly wrong.
4. Write pertinent details down on the guest request tracking sheet.
5. Apologize for the inconvenience caused.
6. Rectify the situation if you can.

How do you handle theft situation in a hotel?

Train the staff towards being loyal and honest. Awarding and rewarding honest employees. Maintain registers and surveillance cameras to record the movement of staff in the hotel. Provide a safe deposit locker for all the guests in their rooms to secure their valuables.

What do you do if your hotel room is stolen?

“The first and most important step is to report the theft or loss — first to hotel management and then to the police. You’ll most likely need to provide a formal police report to file with a travel insurance claim,” said Stan Sandberg, the co-founder of travel insurance comparison website TravelInsurance.com.

What is the importance of the lost and found desk in a hotel?

It is often the forgotten customer service factor in the Hospitality Industry. Lost and Found should be as important, efficient and customer service oriented as the front desk staff. A lost item and how you treat its owner will leave a lasting impression and it may be the last thing that they remember about your hotel.

How do you return a lost item?

How to return a lost item to its owner

1. Take the item to the relevant responsible person or authority.
2. Leave your contact details.
3. Claim the item.

How do you write a lost and found message?

Lost and Found Format

1. Always keep in mind to write the name of the placement time and date where the item was lost or found.
2. Write down the relevant particulars of the article lost and give its description.
3. Mention the correspondence address or the person to be contracted for the delivery of the article.

How do you handle housekeeping complaints?

Top Ten ways of handling guest Complaints:

1. Listen with concern and empathy.
2. Isolate the guest if possible, so that other guests won’t overhear.
3. Stay calm.
4. Be aware of the guest’s self-esteem.
5. Give the guest your undivided attention.
6. Take notes.
7. Tell the guest what can be the best done.

How to notify a guest of a lost item?

Send Email to the guest to notify the guest about the lost item (as per the hotel policy) When guest calls up the hotel to ask about the lost item, only the person who maintains the lost and found register should revert to the call.

What to do when a lost item is found in a hotel?

If the Property management system has Auto trace functionality then put a trace on the guest profile stating the there is a lost item held with the housekeeping department. When guest calls up the hotel to ask about the lost item, only the person who maintains the lost and found register should revert to the call.

What should be recorded on a lost and found?

All items received to be recorded in a lost and found register. All items regardless whether it is valuable, non valuable items and perishable items must be recorded on the Lost and found register.

Where do you put lost items in housekeeping?

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 the there is a lost item held with the housekeeping department.