Uncover the missing

Hotel spokespersons share with us what goes inside a hotel’s operational chain when they find that an item within the room has gone missing. Read on to find the missing link in the puzzle…

Dhiman Mazumdar, AVP – Operations, MAYFAIR Hotels

The items kept in our guest rooms are offered to guests on complimentary basis. Therefore, the hotel has no issues if any of these listed items are missing or taken away by the guests. However, if any items are missing, our assigned Executive Housekeeper and Duty Manager are informed who, keeping the profile of the guest in mind, politely and privately ask them if they have packed the reported items by mistake.

Sachin Maheshwary, General Manager, Novotel Kochi Infopark

In our hotel such scenarios are few. Normally, upon the guest’s departure, the room is checked for any belongings the guests may have left behind. While we do all this, if an item is missing or damaged, we record it and reach out to the guest. A senior member of the hotel politely informs the guest about the same and in most cases, the guest is willing to compensate or purchase the item at a nominal price.

Anuj Chaudhry, General Manager, ibis Gurgaon Golf Course

There is no defined procedure, however, team members are trained to identify the list of items in a room as a standard. They thereby alert the authorities if anything goes missing or is damaged. The team comprising Security Manager, Housekeeping Manager and Chief Engineer investigate the missing item or assess the extent of damage, based on which a further call to action is defined.