SHANGRI-LA HOTEL QARYAT AL BERI

STANDARD OPERATING PROCEDURE AND TRAINING MANUAL

Department Health Club Job Title: Health Club Operations

Task: Lost and Found Task No: 3I OJT Hours:

INTRODUCTION

Objective : To ensure a centralized handling of all “Lost” items found in the hotel.
Need : For everyone to be aware with what to do with lost and found items and how to handle inquiries.
Interest :

Training Aids / Equipment:

TASK BREAKDOWN MINIMUM STANDARDS TRAINER’S NOTES

To ensure a centralized handling of all “Lost” Please note staff should take no items
items found in the hotel, all items must be found.
turned into the Housekeeping Department
immediately. The proper procedure should be
followed.
 3 Categories of Lost and Found Articles:

1. Valuable articles  Any item that has monetary worth such as

watch, jewelry, electronic items (e.g. mobile
phone, CD player, radio, video camera,
camera…), money, passport, credit cards,
ID cards, etc.

2. Non-valuable items  Items that do not have monetary value such as

clothing, shoes, paper documents, etc.
Prepared by: Stewart Hodsoll Approved by: Khaled Ghaleb
Designation: Signature: Designation: Signature:
Health Club & Recreation Date: Resident Manager Date:
Manager
 SHANGRI-LA HOTEL QARYAT AL BERI
STANDARD OPERATING PROCEDURE AND TRAINING MANUAL

Department Health Club Job Title: Health Club Operations

Task: Lost and Found Task No: 3I OJT Hours:

3. Perishable articles  Items that will degrade after a period of time

and therefore should be disposed off after
holding it for 24 hours maximum, such as
food, beverage, flowers, etc.

 Found items  Found items from all areas in the Health Club
must be handed over to the Housekeeping
Department as soon as possible, accompanied
by a properly filled out Lost and Found Report
Slip.

 If for some reason the item cannot be brought

to the Housekeeping Department immediately,
the Housekeeping Office must be informed that
the item has been found.

 Handling guest queries
 Any inquiries for lost items shall be given to
the Service Associate (Order Taker) or person
in charge of Lost and Found to maintain a
centralized control. After office hours calls
should be taken by the Duty Manager.

 For privacy reasons, under no circumstances

shall the guest be contacted and informed
Prepared by: Stewart Hodsoll Approved by: Khaled Ghaleb
Designation: Signature: Designation: Signature:
Health Club & Recreation Date: Resident Manager Date:
Manager
 SHANGRI-LA HOTEL QARYAT AL BERI
STANDARD OPERATING PROCEDURE AND TRAINING MANUAL

Department Health Club Job Title: Health Club Operations

Task: Lost and Found Task No: 3I OJT Hours:

about a lost item found. It is for the guest to

inquire about the item.

 Unclaimed items  All valuables are to be kept for one year.

Unclaimed items are given back to the finder.
A gate pass should be issued when taking the
item out of the building.

 For all items to be disposed of, prior written

approval from the General Manager or the
Resident Manager must be obtained.

 Items not to be returned to the finder if  Below is the list of items that will not be
not claimed returned to the finder under any circumstances:

 Alcoholic beverage/liquor
 Drugs/medicine
 Food
 Flowers
 Other perishables
 Credit cards
 Passport and ID cards
 Travelers Cheques

Prepared by: Stewart Hodsoll Approved by: Khaled Ghaleb

Designation: Signature: Designation: Signature:
Health Club & Recreation Date: Resident Manager Date:
Manager
 SHANGRI-LA HOTEL QARYAT AL BERI
STANDARD OPERATING PROCEDURE AND TRAINING MANUAL

Department Health Club Job Title: Health Club Operations

Task: Lost and Found Task No: 3I OJT Hours:

Prepared by: Stewart Hodsoll Approved by: Khaled Ghaleb

Designation: Signature: Designation: Signature:
Health Club & Recreation Date: Resident Manager Date:
Manager