Every hotel has a lost and found box. Phone chargers, glasses, jackets, kids' toys, the occasional passport. Finding things is the easy part. The hard part is answering a guest who calls two days later asking if anyone found their black jacket.
What to record for each item
- A short description: what it is, colour, brand if it has one
- The room number or area where it was found
- The date and time it was found
- Who found it
- Where it's being stored
Tag it and store it in one place
Put a tag or bag on each item with a number that matches the log. Keep everything in one spot that the front desk can get to. Valuables like wallets, passports and jewellery should go somewhere locked, with fewer people who can access it.
Answering the call
When a guest calls, the agent should be able to search by room number or description and give an answer on the spot. "Yes, a black jacket from room 214, found Tuesday morning" is a much better call than "let me check the back and call you back."
Record how it went back
When an item is picked up or shipped, write down when, who it went to, and how. If it was shipped, note the tracking number. That covers you if there's ever a question later.
How long to keep things
Holding periods vary by brand standard and local rules, so check what applies to your property. Whatever you choose, apply it the same way every time and log what happens to items that aren't claimed.
How Room Warden handles it
Room Warden has a lost and found tracker alongside the other front desk lists. Housekeeping can log an item from their phone when they find it, the desk can search by room or description, and returned items are marked with the date instead of being deleted.
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