Hotel Lost and Found SOP Template

1.Purpose

To handle guest items found on property consistently, so owners can be reunited with their belongings and unclaimed items are stored and disposed of properly.

2.Scope

Applies to all departments that may find guest items, and to the front desk or housekeeping office that logs and stores them. Handling of items reported lost by a guest who has already checked out is included.

Definitions

Lost and found log

The record of every found item, including where and when it was found and its current status.

Retention period

The length of time an unclaimed item is stored before it is donated, disposed of, or handled per local regulations.

Chain of custody

The record of who has handled a found item from discovery through return, storage or disposal.

3.Responsibilities

Room Attendant

Reports items found in guest rooms immediately and hands them to the floor supervisor.

Floor Supervisor

Receives found items from attendants and delivers them to the lost and found office.

Front Desk Agent

Logs found items, verifies ownership claims, and arranges return shipping.

Front Office Manager

Oversees the lost and found log, approves disposal of unclaimed items, and resolves disputed claims.

RACI matrix

R = Responsible, A = Accountable, C = Consulted, I = Informed

4.Materials and PPE

Materials, tools and systems

• →Lost and found log or app
• →Labeled storage bins or a locked cabinet
• →Property bags and tags
• →Shipping supplies and courier account
• →Claim verification form

Personal protective equipment

• →Disposable gloves for handling found items

5.Procedure

1. 5.1

   Report the item immediately

   Room Attendant

   As soon as an item is found, the employee tells their supervisor and does not leave it unattended or set it aside for later.

2. 5.2

   Bag and tag the item

   Floor Supervisor

   Place the item in a property bag and attach a tag noting the room or location found, the date, and the name of the person who found it.

3. 5.3

   Separate valuables immediately

   Floor Supervisor

   Hand over items such as cash, jewelry, passports and electronics to the front desk within 30 minutes rather than holding them on the floor.

   Checkpoint: Valuables are handed to the front desk within 30 minutes of being found, not left on a cart or in an office overnight.

4. 5.4

   Log the item in the lost and found system

   Front Desk Agent

   Enter the item description, location found, date, and finder's name into the lost and found log or app, and assign it a reference number.

5. 5.5

   Store the item securely

   Front Desk Agent

   Store the tagged item in the labeled storage bin or locked cabinet matching its reference number, keeping high-value items in a separate secured area.

6. 5.6

   Search for the owner

   Front Desk Agent

   If the item was found in a guest room shortly after departure, check the reservation for contact details and reach out to let the guest know it was found.

7. 5.7

   Verify an ownership claim

   Front Desk Agent

   When a guest calls or visits to claim an item, ask them to describe it in detail before showing it, and record their contact details on the claim verification form.

   Checkpoint: The claimant describes the item accurately before it is shown or returned to them.

8. 5.8

   Return or ship the item

   Front Desk Agent

   Return the item in person if the guest is on property, or arrange shipping at the guest's expense using the courier account, and update the log with the outcome.

9. 5.9

   Track the retention period

   Front Desk Agent

   Note the date the retention period ends for each unclaimed item based on the property's policy, and flag items approaching that date for review.

10. 5.10

    Review and approve disposal

    Front Office Manager

    Review the list of items past their retention period and approve donation or disposal, following any local requirements for handling unclaimed property.

6.Quality checks

• →Every found item is logged with a reference number the same day it is received.
• →Valuables are handed to the front desk within 30 minutes of being found.
• →No item is returned without the claimant describing it first.
• →Items past their retention period are reviewed before disposal, not left indefinitely.

7.Records

• →Lost and found log or app entries
• →Claim verification forms
• →Shipping receipts for returned items
• →Disposal approval records

8.KPIs

• →Time from an item being found to being logged
• →Percentage of found items successfully returned to their owner
• →Average retention time before disposal
• →Valuables handover compliance rate

9.Common mistakes

• →Leaving a found item unattended instead of reporting it right away.
• →Returning an item without the claimant describing it first.
• →Forgetting to update the log once an item is returned or disposed of.
• →Letting items sit well past the retention period without review.

10.Revision history