Lost property may look like a minor task, but during busy periods it creates calls, searches, messages and courier requests. The workload grows when every department follows a different method. A simple shared flow improves the guest service without overloading reception.
Use one register
Avoid separate sheets for housekeeping, reception and management. The register may be digital or paper-based, but it should require a reference, date, location, description, staff member, status, storage position and closure. Clear statuses — found, under review, awaiting collection, shipped and closed — make it possible to answer without reconstructing the case each time.
Assign clear responsibilities
Define who records finds, who verifies requests and who authorises release. Not every category should follow the same route. Documents, keys, medicines and valuables may need a manager’s involvement.
Prepare standard replies without becoming robotic
An email or message template saves time, but it should include the case reference, verification method and return options. Add the staff member’s name and a real contact point. A template prevents missing information; it should not remove human assistance.
Separate verification from logistics
Reception knows the stay and can verify the owner. It should not have to compare couriers, packaging and prices for every case. After confirmation, the Ad Turista process lets the guest provide the destination and payment while the property makes the item available for collection.
Measure a few useful indicators
- the number of items recorded;
- average time to identify the owner;
- cases still open;
- returns in person and by shipment;
- errors or unsuccessful collections.
These figures show where the process slows down. There is no benefit in collecting information that will never be used.
Send the link in the first useful message
Once the find is confirmed, give the guest both options straight away: collection at the hotel or assisted recovery and shipping. Sharing the correct link reduces exchanges about costs, addresses and courier organisation.
A simpler process for the guest too
Efficiency does not mean rushing the guest. A clear reference, reliable confirmation and an assisted return show care even after check-out. Ad Turista can provide the logistics step within the property’s existing internal procedure.
Prepare the workflow before the busy season
Set up the register, templates and storage area while occupancy is lower. Make sure staff know where to find the link to send and that the process does not depend on one colleague. Include open cases in shift handovers. An item should not become invisible simply because the person who recorded it is away.
Review errors without adding bureaucracy
If a collection fails, identify the practical cause: incorrect hours, an unidentified object, incomplete address or missing authorisation. Correct the field or responsibility that created the issue. Additional signatures and unnecessary forms may slow the process further; every check should prevent a real risk that staff can understand.