Lost & Found

Track items that guests have lost or left behind, manage the claiming process, and ship items back to their owners. Lost & Found helps your team handle these situations professionally and keep guests happy.

Overview

HelloShift's Lost & Found feature lets you:

• Log items that are found on property

• Track items guests report as lost

• Record where items are stored

• Link items to guest profiles for easy contact

• Manage the return shipping process

• Attach photos for identification

• Add notes and communicate with your team about items

Plan Required: Staff Collaboration

Getting Started

Accessing Lost & Found

1. Click Guest Items in the left sidebar

2. Select Lost & Found from the navigation tabs

3. You'll see a list of all logged items with their status

Logging a Found Item

When a staff member finds an item:

1. Click Add in the top menu

2. Select Add Lost & Found

3. Fill in the item details:

4. Click Add Lost & Found

Logging a Lost Item Report

When a guest reports something missing:

1. Click Add > Add Lost & Found

2. Set Item Status to "Lost"

3. Enter the description based on guest's report

4. Add guest information so you can contact them if found

5. Note the location where they think they lost it

6. Click Add Lost & Found

Item Statuses

Lost & Found items move through these statuses:

Updating Status

1. Click on the item in the list to open it

2. Click the Edit icon

3. Change the Item Status dropdown

4. If returning, add shipping details (see below)

5. Click Update Lost & Found

Returning Items to Guests

When you're ready to return an item:

In-Person Pickup

1. Open the item record

2. Click Edit

3. Update status to "Returned"

4. Add a note describing the pickup (who picked up, ID verified, etc.)

5. Save

Shipping to Guest

1. Open the item record

2. Click Edit

3. Fill in the shipping details:

4. Update status to "Returned"

5. Save

Tip: Add a note with shipping cost if you need to charge the guest or track expenses.

Managing Lost & Found

Searching and Filtering

Search by:

• Location

• Description

• Guest name

Filter by status:

• Use the Status dropdown to show only Lost, Found, Returned, or Discarded items

Sort by:

• Click column headers to sort by Guest name or Created date

Item Detail Page

Click on any item to see its full record:

• Item Information: All logged details including status, locations, guest info

• Notes: Add internal notes about the item (e.g., "Guest will pick up tomorrow")

• Activity: See the history of updates

• Attachments: View or add photos

• Tasks: Create follow-up tasks (e.g., "Call guest about found item")

Linking to Guest Profiles

To connect a Lost & Found item to a guest:

1. Open the guest's profile in HelloShift

2. Copy the Guest ID number from the URL or profile

3. Edit the Lost & Found item

4. Paste the ID in the Guest ID field

5. Save

This links the item to the guest record for easy reference.

Best Practices

When Logging Items

• Take photos: Attach a clear photo of every found item for identification

• Be specific: Include identifying details (color, brand, size, condition)

• Note the location: Record exactly where it was found

• Store securely: Use a designated Lost & Found area with limited access

Retention Policy

Set clear guidelines for how long you keep items:

• Valuable items (electronics, jewelry): 90+ days

• Clothing: 30-60 days

• Toiletries/consumables: 7-14 days or discard immediately

Document your policy and mark items for disposal when the retention period expires.

Communication

• Reach out to guests promptly when you find their items

• Create a task to follow up if guest doesn't respond

• Keep notes on all contact attempts

• Confirm shipping address before mailing valuable items

Troubleshooting

Can't Find an Item in the List

Symptom: You know an item was logged but can't see it

Solutions:

1. Clear any active search or status filters

2. Check if item was marked as "Returned" or "Discarded"

3. Search by a different field (description vs. guest name)

Item Not Linked to Guest

Symptom: Guest ID field shows number but no guest name appears

Solution: The Guest ID must exactly match an existing guest profile. Verify the ID is correct by checking the guest's profile page.

Can't Upload Photo

Symptom: Attachment won't save

Solutions:

1. Check file size (reduce if very large)

2. Try a different image format (JPG, PNG work best)

3. Save the item first, then edit to add attachment

Related Articles

• Creating Tasks with HelloShift

• How To Use Tags & Mentions

• Inventory Management