With the amount of people onboard the ships, it is inevitable to have lost or missing items reported onboard.
The Purser’s office is where Lost and Found items are turned into the Purser’s Information Desk.
RECEIVING “FOUND ITEMS”
Various items will be turned into the Information Desk. Not every single item that is turned into the Purser’s office needs to be tagged. Items of little or no value may simply be placed into the lost item box. This includes items such as wet clothing, soiled clothing, sun cream, lotions and towels.
However, any item of value that is found it must be tagged and logged immediately. All fields must be completed in full. It is very important that the person who turned the item in be recorded. For guests, their cabin number must be noted and for crew members their position and crew ID number. Additionally, if the item contains cash, such as a purse, wallet or money clip, the funds should be counted with this person in order to verify its contents given the valuable nature. Cash or traveler’s checks will require a cash voucher to be completed for the particular amount and must be deposited with the Chief Accountant. The pink copy of the tag should be attached to the Lost Item Tag so that when the item is claimed, the correct amount can be reimbursed.
Once the item is tagged it needs to be logged in the Electronic Property Control Log, which records all items handed in to the Pursers’ office and their status (either returned or sent to Guest Relations).
If items are received with identification, such as a credit card or Sail and Sign card then every effort should be made to contact the guest either by calling or sending a note to the cabin.
MISSING, LOST OR STOLEN ITEMS
If an item is reported missing the Purser should first begin by checking the Lost and Found to see if the item has been turned into the desk.
If an item that has monetary or sentimental value is reported, the Purser should offer to complete a Lost Item report.
The Purser is responsible for completing this form with the guest and not giving the form to the guest to complete at their leisure.
Should a guest report a credit, bank or debit card missing, assistance should be offered in the form of a complimentary call to their bank to cancel their card.
In cases where the item was last seen in a public area on the ship, it is recommended to contact a member of the department working in that area such as housekeeping or bar to see if the item was found.
For items that were reported last seen in the cabin, a cabin search should be offered.
CABIN SEARCHES
If a cabin search is offered and if the guest accepts it should be organized as soon as practical. The search takes place once the Lost Item Report has been completed in full. The guest must be present during the search as well as Security and the Assistant Housekeeping Manager.
Considerate follow up should be given to our guests who have reported items missing. Item turned into Lost and Found should be matched with the lost item reports. In the days that follow, the Purser will want to give a follow up call to see if they have recovered their lost property.
On the last day of the cruise, if the item has still not been found, the guest will be sent a copy of the lost item report with Guest Relation’s address for follow up.
The guest may use a copy of the lost item report to follow up with their personal insurance company.
