Assisting Sick or Injured Guests
Learn what to do in the first minutes when a guest is sick or injured: secure the area, call trained help or 997, stay with the guest and follow up professionally.
Security & Safety
Lost and Found and Valuables
Learn what to do when you find a guest's item: secure it, report it, record it, hand it over officially and return it only after verification.
Overview
Every lost item is a trust. This course, built from the Dyafa Hotels & Resorts training deck, shows colleagues how to handle found items and valuables so that the guest, the employee and the hotel are all protected.
You will learn the first actions when you find something, the five steps to protect a lost item, exactly what to record, what to do and avoid, the extra care needed for cash, jewellery and documents, and how to return an item safely to its owner.
Source training material
Dyafa Hotels & Resorts
What you will be able to do
- Explain why the correct lost-and-found procedure protects the guest, the employee and the hotel
- Secure the place, report to the supervisor and hand over a found item officially
- Record the description, place, time, finder and condition without guessing
- Apply the Stop, Witness, Record, Hand over steps for valuable items
- Verify the claimant and obtain a signature before returning any item
Requirements
No prior training is needed; the course suits every colleague, in every department, who may find a guest's item.
Curriculum
Trust Starts at the First Moment
2 lessons · 11 min
- text Every Lost Item Is a Trust Preview 5 min
- text What to Do When You Find an Item 6 min
Recording and Valuables
1 lessons · 7 min
- text Recording, Do and Avoid, and Valuable Items 7 min
Returning Items Safely
1 lessons · 6 min
- text Returning the Item to Its Owner 6 min
Frequently asked questions
What is the first thing to do when I find an item?
Secure the place and report to the supervisor immediately. If possible, contact the supervisor before moving the item.
Can I keep a found item with me until the end of my shift?
No. Hand it over officially to the authorised person, obtain the register or receipt number and do not keep it with you.
Someone says the item is theirs. Can I give it to them?
Not directly. Ask for an exact description, verify their identity, match the details with the register and ask for a signature; involve the supervisor where needed.
Related courses
Emergency Evacuation and Guest Assistance
What every hotel colleague does when the alarm sounds: act at once, guide guests on the safe route, help those who need it and account for everyone.
Guest Safety and Security
Learn to notice risks early, protect guests without causing panic, report quickly, respond to suspicious behaviour and follow the emergency plan calmly.
This course inside a full programme
Most teams take this as part of a department programme that ends in one verifiable certificate.