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.

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.

---

2.2 In-House Guest

When

In-House is selected:

1. Select Room Number. This is a required field.
2. Select Guest. This is a required field.
3. Select the guest associated with the lost item.
4. Continue to the lost-item details.

Required fields: Room Number and Select Guest.

---

2.3 Check Out Guest

When Check Out is selected:

1. Select the appropriate guest from the available checked-out guest records.
2. Complete the guest selection/details required by the form.
3. Continue to enter the lost-item information.

Use this option when the lost item is reported for a guest who has already checked out.

---

2.4 Add Guest

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

Guest information

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.

---

3.

Select the Lost Location

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

Room Selection

1. Use the Search field to find a room quickly.
2. Use the available category/propertycategory filters when required.
3. Expand the required floor.
4. Select one or more rooms where the item may have been lost.
5. The selected-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.

Multiple

when the item may have been lost in more than one location.

---

4. Enter Lost Item Details

After adding the guest and location, complete the New Lost Request form.

4.1 Item Lost

Item Lost * is required.

Enter the name or description of the item that was lost.

Example: Car Key

---

4.2 Comment

Use Comment to add additional information about the lost item.

Examples:

• Description of the item.
• Where the guest believes it was lost.
• Any useful identifying information.
• Additional instructions for the team.

This field is optional unless your property's process requires it.

---

4.3 Priority

Priority * is required.

Choose one:

• Low – Item has lower urgency.
• Medium – Item requires normal attention.
• High – Item requires immediate or higher-priority attention.

---

4.4 Location Lost

Location Lost * is required.

Choose:

• Room – The item was lost in a guest room.
• Area – The item was lost in a common or specific property area.

Add Room

When Room is selected, use Add Room to open the room selector and choose the applicable room(s).

---

4.5 Lost Item Images

Use the

Lost Item ImagesListing upload area to attach images that help identify the lost item.

You can:

• Drag and drop files into the upload area.
• Select the upload area to choose files from the device.

Add clear images whenever they are available.

---

4.6 Save or Reset

At the bottom of the form:

• SAVE – Creates/saves the lost-item request.
• RESET – Clears the entered form information.

Make sure all required fields are completed before selecting SAVE.

---

5. 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

---

5.1

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.

---

5.2

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.

---

5.3 Search

Use the

Search here field to find a ticket quickly.

Search can be used to locate the relevant lost-item record instead of manually checking every ticket.

---

5.4 Date Filter

Use the date filter to restrict the listing to a specific date or date range.

This is useful when:

• Reviewing today's lost items.
• Checking historical requests.
• Finding a ticket from a known reporting date.

---

6. 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.

7.1

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.

---

7.2 Guest Details

The

Guest Details section- showsShows the guest associated with the ticket.

Typical information includes:

• Guest name.
• Contact number.

The guest information links the lost-item request to the correct guest.

---

7.3 Location Lost

The Location Lost section- displaysDisplays the room or area selected during ticket creation.

If multiple rooms were selected, all selected locations are displayed.

---

7.4 Lost Item Images

The

Lost Item Images section- displaysDisplays uploaded images of the item.

Use these images to help identify the item while investigating the request.

---

7.5 Comment

The

Comment area can contain additional notes related to the investigation or ticket.

---

8. Start Working on a Lost Item

From the Lost Item Details screen, select 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

9.- Pause and Continue

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.

The ticket remains open until it is completed as Found or- Not Found.

---

10. Mark Item as 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 flow→ 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.

---

---

12. Ticket Status Flow

The overall lost-item process is:

Add Lost Item
      ↓
Add / Select Guest
      ↓
Select Lost Location
      ↓
Enter Item Details
      ↓
Upload Images (if available)
      ↓
SAVE
      ↓
Open Ticket
      ↓
START
      ↓
Investigate
   ↙       ↘
Pause     Continue
   ↓
Resume Investigation
      ↓
  ┌───────────────┐
  │   Outcome?    │
  └───────────────┘
       ↙       ↘
    FOUND    NOT FOUND
      ↓          ↓
Add Found      Add Reason
Request           ↓
      ↓          SAVE
Complete           ↓
      ↓        Ticket Closed
Ticket Closed

---

13.

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.

---

---

15. End-to-End Summary

1. Open Lost Item.
2. Select + to create a request.
3. Add or select the guest:
   • In-House
   • Check Out
   • Add Guest
4. Select the lost location.
5. Enter the lost item name.
6. Add comments if required.
7. Select the priority.
8. Upload lost-item images if available.
9. Select SAVE.
10. Find the request in Open tickets.
11. Open the ticket using View/Eye.
12. Select Start.
13. Use Pause and Continue when required.
14. If the item is found, select Found and complete the Found Request.
15. If the item is not found, select Not Found, enter a reason, and Save.
16. The completed ticket moves to Closed.
17. Use Log Book to review the ticket timeline and activity history.