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Lost & Found

1. Lost Items

The Lost Items feature allows staff to:

  • Report a lost item for a guest.
  • Add or select the guest associated with the lost item.
  • Select where the item was lost.
  • Set the priority of the request.
  • Upload images of the lost item.
  • Track open and closed lost-item tickets.
  • Start, pause, and continue work on a ticket.
  • Mark an item as Found or Not Found.
  • Add a found request when an item is found.
  • Add a reason when an item is not found.
  • Review the ticket history in the Log Book.

Add a Lost Item

From the Lost Item listing, select the + button to create a new lost-item request.

Field Required Description
Add Guest Details Yes Add guest information.
Item Lost Yes Enter the name or description of the item that was lost.
Comment No - Description of the item.
- Where the guest believes it was lost.
- Any useful identifying information.
- Additional instructions for the team.
Priority Yes Low – Item has lower urgency.
Medium – Item requires normal attention.
High – Item requires immediate or higher-priority attention.
Location Lost Yes Room – The item was lost in a guest room.
Area – The item was lost in a common or specific property area.
Lost Item Images No Attach images that help identify the lost item.

On the New Lost Request screen, first add the guest details.


Step 1: Add Lost Request

Step 2: Add Guest Details
Guest Category

The Guest Category section provides three options:

Option Purpose
In-House Select this when the guest is currently staying at the property.
Check Out Select this when the guest has already checked out.
Add Guest Use this when the guest is not available in the existing guest list and must be added manually.

Select the category that matches the guest's current status.

Add Guest

When Add Guest is selected, enter the guest's information manually.

Field Required Description
First Name Yes Enter the guest's first name.
Last Name Yes Enter the guest's last name.
Guest Phone No. Yes Enter the guest's contact number.
Email No Enter the guest's email address, if available.
Address No Enter the guest's address, if required.

Fields marked with * are required.

After entering the information, select SAVE to save the guest details.

Select RESET to clear the entered information and start again.

Select the Lost Location

For an in-house guest, selecting a room opens the Room Selection screen.

  1. Use the Search field to find a room quickly.
  2. Use the available category filters when required.
  3. Expand the required floor.
  4. Select one or more rooms where the item may have been lost.
  5. The selected room count is shown at the bottom.
  6. Review the selected room numbers.
  7. Select Save to confirm the room selection.
  8. Select Close to leave the screen without confirming the selection.

Lost Item Listing

After saving, the request appears in the Lost Item listing. Use the Search here field to find a ticket quickly. Use the date filter to restrict the listing to a specific date or date range.

The listing provides two ticket views:

  • Open
  • Closed
Open Tickets

The Open tab shows lost-item tickets that are still being worked on.

An open ticket can contain information such as:

  • Lost-item status.
  • Item name.
  • Lost location.
  • Guest name.
  • Priority.
  • Ticket number.
  • Ticket date/status.

Use the eye/view action on a ticket to open its details.

Closed Tickets

Select Closed to view tickets that have already been completed.

A lost-item ticket is closed after the item is:

  • Found, or
  • Not Found and the required reason has been saved.

Lost Item Details

Select the View/Eye icon on a ticket to open the Lost Item Details screen.

The details screen contains two tabs:

  • Details
  • Log Book

The Details tab displays the complete information for the lost-item ticket.

Ticket Information

The ticket section displays:

  • Ticket No. – Unique reference number for the request.
  • Date – Date the request was created.
  • Category – Indicates whether the request is for a lost item.
  • Item Name – Name of the lost item.
  • Priority – Priority assigned to the request.
  • Comments – Additional information entered while reporting the item.
  • Guest Details - Shows the guest associated with the ticket.
  • Location Lost - Displays the room or area selected during ticket creation.
  • Lost Item Images - Displays uploaded images of the item.
Start Working on a Lost Item

Start - Starting the ticket indicates that the lost-item request is now being worked on. Once work has started, the available actions can be used to control the investigation.

Pause - Select Pause when work on the ticket needs to be temporarily stopped.

Use this when:

  • The investigation is waiting for information.
  • The item cannot currently be located.
  • The task needs to be temporarily suspended.

Continue - Select Continue to resume a paused ticket.

Found - When the lost item is located, select Found. The item should then be processed through the Found Request flow.
Open Ticket → Start → Investigate → Found → Add Found Request → Save/Complete → Ticket Closed

Not Found

If the item cannot be located, select Not Found. A reason must be entered before the ticket can be completed.
Open Ticket → Start → Investigate → Not Found → Add Reason → Save → Ticket Closed

Steps:

  1. Open the lost-item ticket.
  2. Select Not Found.
  3. Enter the reason explaining why the item could not be found.
  4. Review the reason.
  5. Select Save.
  6. The ticket is closed.

The reason provides a record of the outcome of the investigation.

Found

Open Ticket → Start → Investigate → Found → Add Found Request → Save/Complete → Ticket Closed

When the item is found:

  1. Open the lost-item ticket.
  2. Select Found.
  3. Add the required Found Request details.
  4. Complete and save the found request.
  5. The lost-item ticket is then closed.

The found request provides the record that the item was recovered.

Log Book

Select the Log Book tab on the Lost Item Details screen to review the ticket history.

The Log Book acts as a timeline/log for the ticket.

It can be used to track the sequence of activities performed on the request, such as:

  • Ticket creation.
  • Ticket started.
  • Ticket paused.
  • Ticket continued/resumed.
  • Investigation updates.
  • Found or Not Found outcome.
  • Found request activity.
  • Reason entered for a Not Found outcome.
  • Ticket closure.

The Log Book provides an activity history so staff can understand what happened to the ticket and when.

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