Lost & Found Standards by VIGOR HOTEL SOLUTIONS

In the hospitality industry, where service excellence defines competitive advantage, the Lost & Found system plays a crucial yet often underestimated role. At VIGOR HOTEL SOLUTIONS, we believe that Lost & Found is not merely an operational routine — it is a Trust Management System that reflects an organisation’s discipline, transparency, and integrity.

With over 40 years of leadership experience across hotels, resorts, and restaurants, our standards are designed to be practical, modern, and fully adaptable to hospitality operations in Thailand and abroad.

1. VIGOR Philosophy for Lost & Found

Precision with Soul — Service with Integrity and Accuracy

Every action within the Lost & Found process must be:
✓ precise
✓ secure
✓ transparent
while also being executed with
✓ genuine service mindset and empathy toward guests.

This balance of accuracy and service defines the VIGOR approach.

2. VIGOR Standard Lost & Found Framework

2.1 Roles & Responsibilities

A professional Lost & Found system must be clear, accountable, and easy to audit.

• Operations Manager: Oversees the entire Lost & Found process.
• Department Heads: Verify and sign off on all received items.
• All Staff: Must report found items to their supervisor within 5 minutes.
• VIGOR Audit Team (optional): Provides independent monthly reviews for clients who engage our audit service.

2.2 VIGOR Lost & Found Process

Step 1 — Item Found

• Do not open, test, or use the item.
• Inform the department head immediately.
• Record the exact time and location the item was found.
• Take clear photos of the item.

Step 2 — Digital Recording

VIGOR recommends a fully digital system using:

• Google Form
• PMS
• VIGOR-designed L&F modules (available for private clients)

Each record must include:

• Photos
• Tag/reference number
• Description of the item
• Name of staff who found it
• Any special notes (e.g., valuables, dangerous goods)

Step 3 — Secure Storage

• Store items in a designated two-lock Lost & Found cabinet.
• Install CCTV coverage at the drop-off area.
• Valuable items must be kept in the hotel safe.

Step 4 — Claiming & Returning Items

The claimant must:

• Present identification (ID card or passport)
• Accurately describe the item before viewing
• Sign a claim form

Staff must:

• Verify details
• Photograph the return process
• Counter-sign all documents for audit trail

Step 5 — Monthly Reporting

Prepared by the Operations Manager and submitted to ownership or
VIGOR Audit Team (if engaged).

Report includes:

• Number of items found
• Items pending collection
• Items successfully returned
• Items due for disposal or donation
• Any guest complaints relating to missing items

3. Retention Periods (VIGOR Standard)

Item Type	Retention Period	Notes
Valuables (phones, cash, watches)	30 days	Must be stored in safe
General items (clothing, bags)	15 days	L&F cabinet
Important documents	30 days	Notify guest immediately
Food & beverages	Discard immediately	For hygiene reasons

4. VIGOR Operational Excellence Guidelines

To ensure consistency and accountability:

• Full transparency and auditability
• Daily review of the Lost & Found log by department heads
• Mandatory training for all new employees on Day 1
• SOP posted in all relevant back-of-house areas
• Zero exceptions — every item must be recorded
• KPIs for Lost & Found performance
• Quarterly mock audits led by VIGOR

5. Common Issues in Thailand & VIGOR Solutions

Common Local Problems

• Items not recorded immediately
• Incorrect items returned to guests
• Staff unaware of the importance of L&F
• Missing photographic evidence
• No dedicated storage area

VIGOR Solutions

• 100% digital workflow
• Quarterly audits
• Departmental L&F Champions
• Monthly Operations Review integration
• Training refreshers every 6 months

6. Conclusion — Why VIGOR Standards Are Effective

The VIGOR Lost & Found standard is engineered to:

• Reduce organisational risk
• Build guest trust and satisfaction
• Prevent HR disputes and loss allegations
• Strengthen professional image
• Improve service consistency and operational reliability

For VIGOR, Lost & Found is not just an operational task — it is a reflection of your organisation’s integrity.