Nobody thinks about lost and found — until a guest calls three days after checkout asking for their watch.
You have no record. No reference number. No idea which attendant found it or where it went. And the guest is waiting.
This is not a rare situation. It happens in properties of all sizes, every season. And in almost every case, the root cause is the same — not negligence, not theft. No system.
Lost and found is not a minor housekeeping task. It is a guest trust issue, a legal exposure, and a reputation risk all at once. A guest who gets their item back becomes loyal. A guest who hears "we have no record of that" leaves a one-star review and potentially a legal complaint.
The fix exists. It is simple, costs almost nothing, and can be in place before your next shift starts.
But it has to be built correctly — the log, the tagging, the storage, the return process, the chain of custody for valuables, and the digital reference that connects housekeeping to reception without giving away control.
Get the ready-made system and all the forms you need →
Free to browse — Explore the training library →
© HMTS — Stavros Papageorgiou. All rights reserved. Content may not be reproduced, distributed, or used for training purposes without written permission.
0 comments