STANDARD OPERATING PROCEDURE LOST & FOUND PROCEDURE TASK NUMBER: DEPARTMENT: DATE ISSUED: GUEST EXPECTATION: TIME TO TRAIN: ASSM-0004 Assistant Manager January 2005 I expect the hotel to provide a secure a safe environment for my person and my belongings with respect for my privacy If I misplace something while I am a guest of the hotel’s I expect it to be returned 20 minutes Why is this task important for you and our guests? Answers: Guest can experience our efficient and accurate service We must maximize guest satisfaction Avoid guest complaints Demonstrate my professionalism Improve GSTS score Task – Lost and Found Procedure Page of WHAT/ STEPS HOW/ STANDARDS TRAINING QUESTIONS 1) How to handle valuable and non-valuable lost and found items Guests’ Items found in the hotel What are valuables? public area must be handed over to the Housekeeping Department as soon as possible except for valuables 2) Assistant Manager, Security and Housekeeping get involved in the procedure Guests’ valuables such as Passport, Why does Housekeeping need to Credit Card and Jewelry must be keep the Lost & Found record? reported to both the Security Manager and the Assistant Manager, who will secure such items separately in the safe deposit box and advise Housekeeping where the item is secured Housekeeping will note this advice in their Lost and Found Logbook Executive Office must be informed 3) Lost & Found logbook in Housekeeping The date, location that the item was Why we have to note down the found, description of the item and name of the finder? the name of the finder, must to be noted in the logbook 4) Housekeeping is the first department to be checked for the Lost & Found If guests report they have lost Why we have to keep the Lost & something in the hotel public area, Found item in Housekeeping always check with Housekeeping Lost Department? & Found Department first to see if they have a record of the lost items Task – Lost and Found Procedure Page of 5) Verify with the guest before you return the Lost & Found item WHAT/ STEPS 6) Handling the “Not Found” item If Housekeeping has the lost item, verify guests identity and obtain a copy of photo ID Return the item to the guest after the guest’s description matches the found item And ask him to sign the logbook to verify the item has been returned HOW/ STANDARDS Why we have to verify with the guest before we return the Lost & Found item? TRAINING QUESTIONS If Housekeeping does not have the lost item, kindly explain to the guest that we don’t have any record of the item Why does the Security Manager If the guest requires further need to be informed when police investigation the Security Manager gets involved? must be informed immediately Only the Security Manager can determine if the police needs to get involved Summary questions: Why we have to establish the Lost & Found procedure? Who gets involved when the lost item is valuable? a) Why does Housekeeping need to keep the Lost & Found record? b) Why we have to note down the name of the finder? Why we have to keep the Lost & Found item in Housekeeping Department? Why we have to verify with the guest before we return the Lost & Found item? Why does only the Security Manager have the right to determine if the police need to be called? Task – Lost and Found Procedure Page of Now ask the Trainee to practice the whole task from start to end to test competency Task – Lost and Found Procedure Page of ... the Lost & Found If guests report they have lost Why we have to keep the Lost & something in the hotel public area, Found item in Housekeeping always check with Housekeeping Lost Department? & Found. .. the lost items Task – Lost and Found Procedure Page of 5) Verify with the guest before you return the Lost & Found item WHAT/ STEPS 6) Handling the “Not Found? ?? item If Housekeeping has the lost. .. advice in their Lost and Found Logbook Executive Office must be informed 3) Lost & Found logbook in Housekeeping The date, location that the item was Why we have to note down the found, description