Guest Relations - Lost and Found

What is the purpose of the onboard Guest Relations team regarding Lost and Found?

• To serve as the central Lost and Found Department for each vessel and manage lost and found items as outlined in the SOP.

• To provide entertainment for guests who have lost items.

• To sell lost items in the onboard shop.

• To report all lost items directly to the ship's captain.

Which of the following is NOT a key point in the Guest Guidance for Lost and Found?

• A) Encourage use of in-stateroom safes

• B) Remind guests to report lost items after disembarkation

• C) Advise guests to inspect staterooms before disembarkation

• D) Items found will be retained as per Shipping Guide guidance

According to the Celebrity Cruises Lost and Found Process, where should all items found in staterooms or public areas be turned in?

• Security Office

• Guest Relations

• Housekeeping

• Captain's Office

What must the Guest Relations team complete and attach to a found item or its envelope?

• Lost & Found Sticker

• Security Tag

• Guest Receipt

• Inventory List

Items discovered in safes are collected by an Assistant Chief Housekeeper along with a witness, secured in a sealed envelope labeled with the ship's name, stateroom number, and sail date, and then handed over to Guest Relations.

• True

• False

Guest Relations records all submitted items in the Chargerback Lost & Found Management System. What is affixed to the found item before it is securely stored?

• A printed summary of the record

• A barcode sticker for inventory

• A colored tag indicating urgency

• A security seal with a serial number

To claim an item, guests are required to sign a printed summary of the Chargerback record attached to the lost item and Lost and Found Report – Article Found.

• True

• False

When an item is found, it should be checked against the Chargerback system for any potential claims by guests. If there's a match, what should happen next?

• The guest should be contacted to confirm whether the item is indeed theirs.

• The item should be discarded immediately.

• The item should be put on public display.

• The item should be sent to the lost and found warehouse without contacting anyone.

Once an item is claimed, what will the Guest Relations staff do in the Chargerback system?

• Update its status in the Chargerback system.

• Delete the item from the system entirely.

• Transfer the item to another department.

• Ignore the item and take no action.

Items reported as lost by guests must be verified both at guest relations and within the Chargerback system's found item report and from Lost and Found Article Found Report.

• True

• False