[Work Guide]: Lost Property of Guests & Post Item Procedure

 

When the cleaners hand over lost property from checked-out guests, follow these steps:

1. Record Details:

  • Write the date and unit on the lost property for future tracking.
  • Keep the lost items in the office; do not leave them on the reception desk.


2. Contact Guest:

  • Send a message to the guest using the following template:

Dear [Guest Name],

I hope you enjoyed your stay with us at the Maldives Resort.

Our cleaner has discovered that some [items] were left behind in your room. We would like to inquire as to what you would prefer us to do with them.

For the time being, we will keep them in our office for three days. If we do not hear back from you by then, we will assume that the items are no longer needed and we will dispose of them accordingly.

Thank you for choosing the Maldives Resort as your vacation destination.

Best regards,

[Staff Name]


3. Guest Response:

  • If the guest doesn't reply in 3 days or indicates they no longer want the item, take appropriate action.


  • If the guest requests to have the item posted back to their address:

1) Charge Postage Fee:

Charge the guest $25 as a postage fee.

2) Issue Auspost Label:

Go to website Online Orders - Auspost.



Log in with the saved username and password.

On the dashboard, go to Orders > Add an order.



Input the delivery details and save the order.

Click on Pay&Print to generate a label.

3) Wrap and Label:

Wrap the item securely and stick the generated label on the package.



4) Delivery:

Hand over the package to the postman when they come, or drop it off at the post office.


By following these steps, the process of handling and returning lost property is organized and efficient, ensuring a positive guest experience at the Maldives Resort.

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