SOP HK Lost & Found Policy & Procedure

 Lost & Found Policy & Procedure

Division : Rooms	Department : Housekeeping
Policy No : HK/ …	Pages : ….	Issue Date : …
Subject : Lost & Found Policy & Procedure
Issued By : Dept. Head	Approved By : General Manager

Objectives:

To have a preferred location in the hotel, which keeps tracks and hold securely all items within the hotel, May they have lost by guest or by our staff.

Lost Items

• All inquiries into lost items from room guests and customers must be channeled to the Security Dept for further assistance.
• Information, i.e. location, time, brand, colour and shape of lost items are to be obtained in order to facilitate the investigation.

Found Items

• Found items from all areas in the hotel, should be turn over to the Housekeeping department as soon as possible, accompanied by a properly filled out Lost & Found Report Slip.
• If for some reason the item cannot be brought to the Housekeeping immediately the Housekeeping Office will have to be informed that the item was found.

Storing of  Items

• All items receive by the housekeeping department are logged into the Lost & Found record book and given a serial number which is transferred to the Lost & Found Report Slip.
• All found articles should be recorded with clear description of the item, i.e. color, brand or quality, shape, etc. This is to make identification possible when verification is required over the telephone inquiry.
• All found articles should be recorded as soon as possible. They should not be left on the counter or desktops and should not left overnight before being recorded. Large articles that are stored elsewhere are to be tagged accordingly with the location being noted in the Lost & Found Record Book.
• Valuable items which have been in the safe or deposit box to be recorded and location is to be indicated.
• A signed receipt is to be obtained by Housekeeping for any article deposited in the safe or at Front Office. These receipts are to be kept in the Housekeeping department until articles are disposed off. Final deposition of any valuable articles is to be noted on the receipt and the receipt is to be retained by Housekeeping.
• The Lost & Found Slip should be securely fastened to the article and attached in such a way that it can be read easily.
• All articles should be given back to the founder after the half yearly audit conducted by the Housekeeping Department except perishable (discarded after 24 hours and valuables to be decided by the General Manager)
• Lost & Found items are to be kept in a locked place. They should be filled in an orderly manner, according to the date, on the storage shelves. The Lost & Found Report slip should be facing out.
• All inquiries into Lost & Found, be it by phone or personal, must be channeled to the Housekeeping Department to be dealt with accordingly.
• All inquiries into Lost & Found should be answered within 3 days. If the lost items were not located, the guest should be written to and assures that the hotel will keep looking.

Handling Procedure for Liquor Left In The Guest Room

• All liquor found in checkout has to be returned to the Housekeeping department and the following rules compiled with :-
•  Liquor provided by the hotel, within 1 week unopened, must be returned to its designated place.
•  Opened bottles have to be kept for one week and disposed off.

Food Stuff / Perishable Goods

To be kept for 24 hours, if unclaimed perishable goods to be given to founder, non-perishable goods shall be handled as Lost & found article.

Objectives:

• To established an effective and efficient mean of control over the movement of extra beds for guestroom accommodations.
• To ensure that all loaned extra beds to guests are supplied to guest without any unnecessary delay.
• To be responsible and accountable for safeguarding and physical existence of the RABs.

1.  All guest requests from Front Office must be noted in detail by the order taker on duty.
2.  All RABs request are delivered to guests within 40 minutes from message received.
3.  Runner to confirm with order taker upon completion of deliveries.
4. Runner to ensure extra bed properly open and place together with pillow and towel in the guestroom.
5. Room attendant to send back the extra bed upon guest checked out as soon as possible.
6. Runner to be responsible for making up all the extra beds.
7. All extra beds to be place in a proper storage areas.
8. Supervisor to inspect all extra beds for defects once a week.
9. Housekeeping Department to set up an information board on extra beds and update the figures at all times.
10. All information on extra beds must be made available to Front Office at all times.
11. Any group request of extra beds in big quantity must refer to the Department Manager or the Asst. Housekeeper in his absence.
12. Any damage or discrepancies to be refer to the Department Manager the soonest possible.

Source : Paradise Sandy Beach Resort Hotel