The document provides guidelines for a hotel's lost and found procedures. It outlines 4 categories for classifying lost items: valuables, non-valuables, perishables, and alcohol. The objective is to return any items left behind by guests before they leave the hotel or city. Lost items are recorded in a register and stored securely, with valuables kept in a locker. Efforts are made to contact the guest to return their items. Unclaimed items are kept for 6 months before being released.

1. HO USEKEEPING MO DULE - 1
Lost & Found procedure

2. LO ST AND FO UND
CATEGORIES
VALUABLES NON VALUBLES
NON
PERISHABLES ALCOHOL
PERISHABLES

3. Section Header 3
CLASSIFICATIO N
Category A – Valuables – Cash, computers, cell phones, watches, jewellery, Credit
cards, Passports, Passbook, flight tickets, High branded items.
Category B – Non Valuable –
Irons, Hairdryers, Cosmetics, Shoes, Clothes, Bags, perfumes Files, Confidential papers
and other personal items , Shampoos, Toilet paper, Shampoos, Soaps etc.
Category C – Perishables – Foodstuff, Soft Beverages etc.
Category D – Alcoholic Beverages – Spirits, Wines etc.

4. Section Header 4
LO ST & FO UND
Objective
All efforts are made to return items left behind by the guest, before he
leaves the hotel premises or the city.
All items found are entered in the lost and found register maintained at
housekeeping desk

5. Section Header 5
LO ST & FO UND
Procedure
Departures are informed by Front office to Housekeeping as soon as the guest
informs/prepare to come down for check-out.
The HK associate checks for mini bar consumption, guest items left behind and
misuse/ missing hotel items.
The items left behind are immediately communicated to front office and returned to
the guest before he settles his bills and checks-out.
In case the guest has departed to airport. Effort has to be made to ensure the items
are sent for it to reach the guest before he leaves the city.
Guest items purposely left behind or thrown in dust bins are entered in the lost and
found register and disbursed to the finder through an employee package slip after
three months.
All lost and found items are entered in the lost and found register.

6. Section Header 6
LO ST & FO UND
Procedure
Guest items found in public areas are entered in the lost and found register. Front
desk and the F&B outlets are informed of the same.
Valuable items are kept in the EHK’s custody in the Valuable locker in office. Non
valuable items are stored in the Lost and found room
All items found in guest rooms are communicated to the guest through the Front
Office / Magic
In case, if the guest asks to send or keep the item till his next visit, do it accordingly
and store it separately in On HOLD section in L&F room.
Lost and found keys are deposited at security at all times and authorised personal by
the EHK can withdraw the same.
A lost and found register will be maintained at the housekeeping desk showing all
details

7. Section Header 7
LO ST & FO UND
Procedure
An inquiry book shall be maintained to record all inquiries about Lost and Found All
such queries will be answered within 24 hours by office phone and followed by letter if
items are not located, or by mailing the article if it is found
If the Guest is going to personally collect the item he will have to produce some
identification and will have to sign the lost and found register/ slip to acknowledge
receipt of the item
If the item is mailed the desk associate will fill all the dispatch details in the Lost and
Found register and also file the mail detailed voucher separately
The guest may authorize another person to collect the item; in this case he will have
to send a letter authorizing the person to do so
Items will be mailed through courier at the cost of the guest
Receipts of mailing an item abroad will be preserved as proof that the item was
dispatched

8. Section Header 8
LO ST & FO UND
Procedure
In case a guest has to be contacted regarding lost and found the business telephone
number must be used first
Dirty clothes if left behind will be laundered before storage
Lost and Found log must include: date the item was found, finders name, location
where the item was found, description of item etc.
All LNF found has to be updated in the Guest profile on ONQ-PM
No one can disclose items openly to any guests through mail etc without approval of
the EHK to ensure items are returned to the rightful owner. It should be described by
the guest only.

9. Va l u b l e s w i l l b e s t o r e d f o r a p e r i o d o f 6 m o n t h s i f
the item is not claimed it will be handed over to the
finder on an Employee Package pass.
• A) True
•
• B) False
•
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10. A Mont blanc belt is a non valuble lost
a nd found item.
• A) True
•
• B) False
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11. All efforts are made to return items left behind by
the guest, before he leaves the hotel premises or
t h e c i t y.
• A) True
•
• B) False
•
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12. MATCH THE FOLLOWING
• Column 1 • Column 2
A • Valubles • A • Cash, computers, cell
B • Non Valubles . phones, watches, jewellery, Credit
cards, Passports, Passbook, flight
C • Perishables
tickets, High branded items Shoes, Clothes,
• B • Irons, Hairdryers, Cosmetics,
D • Alcohol . Bags, perfumes Files, Confidential papers and
other personal items , Shampoos, Toilet
paper, Shampoos, Soaps etc
• C • Foodstuff, Soft Beverages etc
.
• D • Spirits, Wines
.
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13. All LNF found has to be updated in the Guest profile PMS
• A) True
•
• B) False
•
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15. Section Header 15
Re m e m b e r - A l l effo r t s a re m a d e to re t u r n
i te m s l ef t b e h i n d b y t h e g u e st , b efo re
h e l e ave s t h e h o te l p re m i s e s o r t h e
c i t y.