AJAR.id – Hello Ajarian! When dealing with customers or guests who are reporting a lost item the first necessity is to appreciate the item being reported as lost can have immense value to the customer/guest that is not immediately or obviously understood by others/you. You have to try and put yourself in the other person’s shoes in order to appreciate their loss and the accompanying anxiety. In this article, you will learn the steps to record lost items.
- Identifying person who lost the item
It is always necessary to capture the name of the person who has lost the item being reported as lost. Full name is required, but other details (such as date of birth) are not. In a significant number of cases the person reporting the lost item is not the owner – for example, the person making the report may be a family member, or a friend – especially where the guest has departed overseas/internationally. You must never return/release a ‘found’ item to anyone other than the owner unless there is documentation from the owner authorizing return/release to a third party. If in doubt, talk to your Supervisor.
- Identifying ‘lost’ location
The ‘lost location’ is the place the guest/customer:
- Knows they last had the item – that is, they...