IKL Knowledge

Policies & Procedures

LODGE & ROOM SECURITY

21. Theft of Guest / Hotel Property

Theft of Guest / Hotel Property

Under the Hotel Proprietors Act 1956 the owner or operator of a hotel business can be liable for loss of a guest’s property if this is due to the act or neglect of themselves / others.

This would include theft from a room if the door has been left open during servicing or not correctly closed afterwards.

Liability is limited to £50 for a single article and £100 maximum in total.

Priorities where possessions have been stolen: • Be understanding and minimise guest inconvenience

• Avoid admitting liability • Call police if required

Procedure • Only go to guest’s room if the guest is present, and with an additional witness in the event of alleged theft • Ensure nothing is touched / removed from the guest bedroom • Police to attend if necessary • Ensure hospitality to guest is maintained but without implying liability on the part of the hotel • Assess the situation and level of security risk to other guests and team members • Maintain security of all guest bedrooms and belongings • Take advise via your RBM if he/she is not available, your RD and inform him/her of the details • Do not make any comment to the press but instead refer them to Public Relations at RSC

See Section 1. Accident & Incident Reporting

22.Left Luggage Policy / Lost Property

Left Luggage Policy

Should a guest request to store their luggage in the hotel either before or after their stay with us, the following points apply:

• We do not actively promote that we store guest’s luggage – it is on a request only basis • We will only accept guests’ possessions when they have booked hotel accommodation with us in advance and consequently their full personal details have already been confirmed • A dedicated place must be identified in the business where the luggage can be stored. This should be a lockable room to ensure the luggage is secure • It is normal practice to accept the guest’s luggage on their day of departure for safe-keeping by us in a secure room, only for a one day period only – luggage should not be stored overnight • Where necessary, we can accept possessions on day of arrival, prior to the guest’s room becoming available for check in, on condition that all booking arrangements have been confirmed and all personal details gained, including credit card details. You should only hold until the guest’s room is available and the guest checks into their rooms • When luggage is handed over, the number of items must be carefully checked and then immediately secured, being tagged accordingly and a receipt / identification document given to the guest. The guest’s name and stay details must be recorded on the tag attached to the bag including the date and the time due to be collected that day. If the guest has multiple items, then each bag must be tagged and the total number of items noted • On collection, guests should always be asked to confirm a description of the property and hand over their identification document given to them when leaving the bags. Under no circumstances should the guest be allowed into the room to choose their own items • Items must always be locked away immediately • Should you suspect that any of the packages are suspicious packages at any time, the normal procedure for suspicious packages should be followed, which is detailed under the bomb threat procedures found on the back office

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Innkeeper’s Lodge

Policies & Procedures Guide