Handing over a lost item in person

Handing over lost items in person, a key part of customer care

There is no question of ending a stay or a service on a negative note that could spoil everything! Hoteliers and other professionals who deal with lost and found know this: returning items properly is an integral part of the guest relationship. It is even the perfect opportunity to make an excellent impression!

For the most efficient in-person handover of an item a guest has left behind, two things matter:

• securing the return to avoid any error and keep a written record,
• being able to produce the item quickly when the guest arrives. Nothing is more embarrassing than a team frantically searching for an item in its various storage areas while the guest waits at the front desk…

Securing the in-person handover of a lost item

For the on-site return of a lost item, best practice is to have the guest sign a document. At the time of signing, checking proof of identity is also a wise precaution. It proves that the person really is the owner of the item.

Here, for example, is an extract from the receipt that PeeK’in provides to its users (example in French):

By keeping a copy of the handover receipt, the property has written proof that the lost item was returned. It also demonstrates the seriousness of its procedure to the owner.

How to return lost items quickly

We advise professionals to ask for the day and time of collection. This way, the item can be placed at the front desk for a quick handover.

If the value of the item means it has to stay in the safe until the last moment, the person in charge of the handover can locate it in advance of the appointment. When the guest arrives, no time is lost.

We also recommend asking whether the guest wishes to authorise someone else to collect the item. At the time of handover, this avoids having to contact the guest in the presence of their representative, and keeping the latter waiting. Handing an item to a stranger without proof that they really are the authorised representative is a delicate matter.

With PeeK’in, we have gone one step further:

• The PeeK’in app asks the guest to set the date and time slot for collection.
• Teams are notified automatically, so they can prepare the item and print the handover form in advance.
• The guest’s waiting time is kept to a minimum. What is more, they can see that they were expected, which is gratifying for them.

A reminder of the professional’s obligations when they find a lost item

When a professional finds an item left behind by one of their guests, they are obliged to store it. Under French law, Article 2276 of the Civil Code states that “a person who has lost or been robbed of an item may claim it for three years from the day of the loss or theft”.

In practice, items tend to be kept for a year. Or even less, as explained in our article on how long professionals keep lost items.

Valuable items must be stored in a secure place, and all items must be logged so that they can be found easily.

You are now ready to handle in-person handovers efficiently and securely!