Housekeeping

Lost and Found Handling

To protect guest property found on the premises and return it to its owner through a traceable, auditable process.

Scope

Applies to any item found anywhere on the property by any employee.

The finder hands the item in unopened. Housekeeping holds the register. Security witnesses high value items.

Lost and found register, sealed storage bags, secure store, high value safe.

Do not open, use, or take home any found item under any circumstance.
Hand the item to the Housekeeping office before the end of your shift.
Record in the register: date, time, exact location found, finder name, and a factual description.
Seal the item in a bag with the register number written on the outside.
Store valuables, documents and electronics in the high value safe, witnessed by Security.
Check the register against the room history and contact the guest within twenty four hours if the owner is identifiable.
Arrange return by courier at the guest cost, or hold for collection, and record which was agreed.
Obtain a signature or written confirmation on release, and record who released it.
Hold unclaimed general items for three months, documents for six months, and valuables for twelve months.
Dispose of unclaimed items only with written management approval, recorded against the register number.

Do not handle a suspicious package. Do not handle medication, sharps or anything leaking. Call Security instead.

Every found item has a register entry within the same shift. No release without a recorded signature.

Escalate to Security and the Duty Manager for cash, identification documents, weapons, controlled substances or anything suspicious.

Procedures are issued to a property, acknowledged by the staff it applies to, and re-issued when they change.