Front Office Operations Guide 1189 Lost and Found

Front Office Operations Guide, 1189 Lost and Found A. The Purpose of This Policy The purpose of this policy is to build good will with our customers, reduce Company liability and protect the good image of our business by reuniting our guests and visitors with their lost property as often and as quickly as possible. B. Overview of Lost and Found We keep personal property that is found at our Hotel in a secured storage area, logged and labeled, for a limited time. We make all reasonable attempts to return found property to its owner. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

Front Office Operations Guide, 1189 Lost and Found C. Procedure: If You Find Property If you find property or someone delivers you property that you believe has been lost, take it to the Hotel’s lost-and-found storage area. See your Hotel-specific Guest Services Guide for your Hotel’s lost-and-found area. Do not leave the property unattended. If there is no one at the lost -and-found area to receive the property, keep it out of guest site at your work area until someone is available to receive it. Handle information about found property as confidential guest information. To avoid the potential consequences of disrespecting our guests’ privacy, do not unnecessarily discuss found property with others. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

Front Office Operations Guide, 1189 Lost and Found C. Procedure: If You Find Property (cont. ) Do not store dangerous materials on Hotel property. These include some chemicals and materials that are highly combustible (such as paint, thinners and oxygen tanks). Do not store weapons. Handle found property with bodily fluids as you would handle any bio-hazardous material. Turn any dangerous materials over to the manager-on-duty for special handling. Turn over illegal property, such as illegal drugs, to the police. You may need to store oversized items in a location different from the normal lost-and-found area. If so, do not use areas accessible to others, such as the bell closet. Use a secure area, such as a locked storeroom or office. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

Front Office Operations Guide, 1189 Lost and Found C. Procedure: If You Find Property (cont. ) Report that you found property in the Guest Services Shift Log. Include a complete description of what you found and what you did with it. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

Front Office Operations Guide, 1189 Lost and Found D. Procedure: If It Is Likely You Know Who the Owner Is If you believe you know the name of the owner of found property, do not mail it to him or her without approval. Doing so may violate guests’ privacy regarding their travel history. Instead, call the apparent owner to confirm how he or she would like to have the matter handled. Enter the response and the actions you took in the Guest Services Shift Log. If the owner would like the property returned by mail or shipping, do so without cost to the owner unless the shipping cost is extraordinarily high. If uncertain what to do, see your supervisor. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

Front Office Operations Guide, 1189 Lost and Found E. Procedure: If You Get an Inquiry If you receive an inquiry about lost property from a current or past guest, visitor or employee, never tell the person making the inquiry that you know the property has been found until you have seen it in storage or retrieved it for its owner. If you get a telephone inquiry, do not offer any information. Transfer the call to the department storing found property. If you receive a personal inquiry, do not offer any immediate information. Call the lost-and-found department and report the description of the property. If it appears we have the property, retrieve it from the storage area for its owner. Never not send or take the owner to the storage area. End GUEST SERVICES GUIDE © Marin Management, Inc.

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