Route found items through the approved custody process
For guest-facing staff and shift leads
Fictional example: Harborlight Hotels is a made-up hospitality group used to illustrate a cross-shift handoff. When you find an item, record only the details needed to route it, keep identifying information private, and pass it to the receiving role named in your property's approved procedure.
Local approved procedures govern how items are handled, where they are secured, and how long they are retained. This page does not set those rules. If the authorized receiving role or applicable procedure is unclear, pause the handoff and ask the shift lead or property operations owner.
Prepare and hand off a found item
Use the local approved procedure wherever it specifies a different route.
Example: a room attendant finds a navy umbrella in a lobby seating area. They note “lobby seating, approximately 14:20,” keep the description brief, and hand it to the authorized receiving role under the property's procedure. They do not post a detailed description for general viewing or assume where it should be stored.
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1
Note the find location and time
Record the property area and approximate time using the approved local process. Avoid adding guest names or other personal details unless that process specifically requires them.
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2
Describe the item discreetly
Use a brief, neutral description sufficient for the authorized receiver to identify the item. Do not post identifying details in public areas or open team channels.
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3
Keep the item with you only until handoff
Follow the property's approved instructions for interim handling. Do not leave the item unattended or choose a storage location based on this example.
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4
Transfer it to the authorized receiving role
Give the item and the required find details to the role designated by the property's procedure. Use the approved record or log if one is specified.
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5
Make the handoff clear across shifts
Confirm that the receiving role has accepted custody through the local process. If the transfer cannot be completed, tell the shift lead what remains outstanding and follow their direction.
Choose the right route
A guest inquiry and a staff custody transfer are different actions.
A guest asks whether an item was found
Listen for enough detail to understand the inquiry, then direct it to the role designated by the property's guest-inquiry process. Do not confirm a match or promise return based on an informal description.
A staff member has found an item
Use the approved custody route: record the required find details and transfer the item to the authorized receiving role. A guest inquiry does not replace the handoff record.
The item or request needs special handling
Do not improvise a decision about sensitive contents, disputed ownership, or an unclear route. Refer the question to the shift lead or the role named in the local approved procedure.