HOUSEKEEPING MODULE-1L o s t & F o u n d p r o c e d u r e

LOST AND FOUNDCATEGORIES

VALUABLES NON VALUBLES

PERISHABLES ALCOHOLNON PERISHABLES

CLASSIF ICATION

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.

Section Header 3

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

LOST & FOUNDO b j e c ti v e

Section Header 4

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.

LOST & FOUNDP r o c e d u r e

Section Header 5

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

LOST & FOUNDP r o c e d u r e

Section Header 6

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

LOST & FOUNDP r o c e d u r e

Section Header 7

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.

LOST & FOUNDP r o c e d u r e

Section Header 8

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 t h e i t e m i s n o t c l a i m e d i t w i l l b e h a n d e d o v e r t o t h e fi n d e r o n a n E m p l o y e e P a c k a g e p a s s .

Correct - Click anywhere to continue

Incorrect - Click anywhere to continue

You must answer the question before continuing

Submit Clear

• A) • True

• B) • False

You answered this correctly!

Your answer:

The correct answer is:You did not answer this question

completely

A Mont blanc belt i s a non valuble lost and found i tem.

Correct - Click anywhere to continue

Incorrect - Click anywhere to continue

You must answer the question before continuing

Submit Clear

• A) • True

• B) • False

You answered this correctly!

Your answer:

The correct answer is:You did not answer this question

completely

A l l e ff o r t s a r e m a d e t o r e t u r n i t e m s l e ft b e h i n d b y t h e g u e s t , b e f o r e h e l e a v e s t h e h o t e l p r e m i s e s o r t h e c i t y.

Correct - Click anywhere to continue

Incorrect - Click anywhere to continue

You must answer the question before continuing

Submit Clear

• A) • True

• B) • False

You answered this correctly!

Your answer:

The correct answer is:You did not answer this question

completely

MATCH THE FOLLOWING

• Column 1 • Column 2

• A.• Cash, computers, cell phones, watches,

jewellery, Credit cards, Passports, Passbook, flight tickets, High branded items

• B.• Irons, Hairdryers, Cosmetics, Shoes, Clothes,

Bags, perfumes Files, Confidential papers and other personal items , Shampoos, Toilet paper, Shampoos, Soaps etc

• C.• Foodstuff, Soft Beverages etc

• D.• Spirits, Wines

A • Valubles

B • Non Valubles

C • Perishables

D • Alcohol

Correct - Click anywhere to continue

Incorrect - Click anywhere to continue

You must answer the question before continuing

Submit ClearYou answered this correctly!

Your answer:

The correct answer is:You did not answer this question

completely

A l l L N F f o u n d h a s t o b e u p d a t e d i n t h e G u e s t p r o fi l e P M S

Correct - Click anywhere to continue

Incorrect - Click anywhere to continue

You must answer the question before continuing

Submit Clear

• A) • True

• B) • False

You answered this correctly!

Your answer:

The correct answer is:You did not answer this question

completely

Quiz

Your Score {score}

Max Score {max-score}

Number of Quiz Attempts

{total-attempts}

Question Feedback/Review Information Will Appear Here

Continue Review Quiz

Section Header 15

Remember- A l l eff orts are made to return i tems left behind by the guest , before

he leaves the hote l premises or the c i ty.