How to best reunite hotel guests with lost property

People are often very attached to their belongings so reuniting people with their lost property is a very important part of growing trust and loyalty with customers. Here are some tips to help reunite your guests with their lost property

Establish a lost and found policy

Establishing a lost and found policy is important to ensure that lost property is handled in a consistent and efficient manner. Your policy should include details on how lost property is logged, stored, and returned to guests, as well as how long unclaimed items will be held.

Train staff on lost and found procedures

Training your staff on lost and found procedures is important to ensure that they are prepared to handle lost property and can provide accurate information to guests. They should know how to log lost property, secure it, and return it to guests.

Encourage guests to report lost property

Encouraging guests to report lost property as soon as possible is important to increase the chances of finding the item. This can be done through in-room literature, signs in common areas, or at the front desk during check-in or check-out.

Log lost property accurately

Logging lost property accurately is important to ensure that you can easily identify the item and return it to the correct guest. Be sure to include a description of the item, the location where it was found, and the date and time it was turned in.

Secure lost property

Securing lost property in a safe and secure location is important to prevent theft or damage. Lost property should be kept in a locked storage room or cabinet, and only authorised staff members should have access to it.

Make contact with guests

Making contact with guests who have reported lost property is important to provide regular updates on the search for the item. Keep a record of all communication with guests and ensure that you respond to their inquiries promptly.

Provide a seamless return process

Providing a seamless return process for guests who have lost property is important to ensure their satisfaction. Consider offering flexible pick-up options, such as at the front desk or by mail, and ensure that the item is returned in good condition.

Have a policy for unclaimed property

Having a policy in place for unclaimed property is important to ensure that lost items are dealt with appropriately. You may choose to donate unclaimed items to charity, dispose of them, or hold them for a certain period of time before taking action.

If you implement these tips you give yourself the best chance of reuniting people with their things which will give your hotel a good reputation.