Lost property is anything a guest leaves behind, often found during checkout cleans. Every item is logged, stored securely and returned only to its owner. Guest belongings in occupied rooms stay where the guest left them.
Why it matters
Returning a forgotten ring or charger earns a guest's loyalty. A clear record also protects you from accusations of theft.
Key ideas
Handing in
Hand items to your supervisor or the housekeeping office promptly, and valuables such as cash, jewellery and passports immediately.
Lost property log
Each item is recorded with the date, time, location, description and finder, and given a reference number.
Storage and release
Items are stored securely for a period set by hotel policy and local rules, and released only after the owner's identity is checked.
Step by step
- 1
Check drawers, wardrobe, safe, under the bed and behind the door.
- 2
Note exactly where you found the item.
- 3
Tell reception at once if the guest may still be nearby.
- 4
Hand the item in and record it in the log.
- 5
Tag it and place it in secure storage.
Do
- Describe items plainly, such as 'gold-coloured ring' rather than 'gold ring'.
- Count cash in front of your supervisor.
- Leave belongings in occupied rooms where the guest put them.
Common mistakes
- Don't keep or give away any found item, however small.
- Don't throw away documents or medicine; ask first.
- Don't return items yourself; follow the release procedure.
The situation
You find a laptop under the bed in a checkout room. The guest left 20 minutes ago.
What a professional does
You call reception immediately in case the guest can be reached, then take the laptop to your supervisor to be logged. You never open it.
Useful phrases
“Reception, there's a laptop in 318. The guest may have just left.”
“I'll take this to the office so it can be logged.”
Pro tip
Always open the in-room safe in checkout rooms, because valuables are often forgotten there.
Quick check
You find cash in a checkout room. What do you do?
Think about it, then show the answer
Hand it all in at once, count it with your supervisor and log the amount.