Lost and Found SOP

Procedure#: HB SOP 46

Function: Management Policies 

Implementation Date:032824

Policy/Purpose:  For any guest that misplaces or leaves an item behind, we have specific locations and procedures so we can most easily track down the guest and get them their belongings back as soon as possible. To ensure a smooth process, our staff is trained to quickly identify lost items and follow established protocols. We continuously review and refine our methods to trace and correct standard operating procedures, making certain that each piece of lost property is logged and tracked efficiently. Communication with guests is prioritized, allowing us to facilitate the return of their items promptly.

Procedures:

1. If a guest or team member finds a lost item it should be immediately given to the manager on duty, or in the absence of a manager the Beertender 1.
2. Any item lost should be notated in both the Logbook of 7Shifts, as well as the Lost and Found Logbook found under Lost and Found file in the GM folder in the Google drive (paper copy added to locker and safe in the absence of the AGM/GM (AGM/GM can update these sheets weekly).
   • The Lost and Found logbook on the drive should be set up for each month for easiest tracking, and each item found logged in the appropriate month (create new tab for each new month).
   • Each item should have a description, location found, item finder, item claimant, releaser of item, date found and any special notes.
3. If the item lost is cash, credit card, jewelry, purse, or an electronic device, it should be locked in the bottom safe in the manager’s office.
   • If the GM is able to find contact information, only the GM (unless otherwise approved from above the GM level) can attempt to reach out to the guest and let the guest know.
   • For any instances where the GM needs to go through a purse or electronic device to identify the guest, a witness must ALWAYS be present.
4. If the item lost is clothing or an item with minimal value it should be stored in the lost and found locker behind merchandise.
5. Anytime a guest claims they have lost an item, the following must occur:
   • Cash: guest must know the amount AND exact location of where it was lost and this must match where it was found.
   • Credit Card: must have a VALID ID with picture that matches the name on the card.
   • Phone: must be able to identify characteristics of the phone or have the manager call the phone number to verify.
   • Article of clothing, jewelry, purse, or other electronic device- guest must be able to identify unique and specific characteristics of the item and the time and place left, should match the log of when and where it was found.
6. At the beginning of the month, any items over 30 days can be given to the Operations Manager to donate, or if a credit card, it can be shredded and notated as such.