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End of practicum
In this week, I was assigned to backup a reservation for a while. So this week I learn to make a booking for a guest by call.

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Learn how to set PARAMETER at lock set door :
1. Ensure PARAMETER CARD has been issue correctly.
2. Ensure re-issue GUEST CARD after issue PARAMETER CARD.
3. Proceed to room to set PARAMETER.
4. Touch PARAMETER CARD until "bib" sound stop. ( Green light will be appear)
- if Red light appear, card cannot read or PARAMETER is invalid. Please re- issue the new PARAMETER CARD.
5. Touch again PARAMETER CARD to set the lock set and remove card after long "bib" sound.
6. Touch GUEST CARD to open the door.

Learn on how to use METAL KEY :
1. Ensure correct MASTER METAL KEY before proceed to guest room.
2. Issue guest card (if guest card deleted)
3. Proceed to guest room together with
- Security (Witness)
- Maintenance ( to open Metal Key cover at door and also identify the problem)
4. Use METAL KEY to open the door.
5. Wait until maintenance identify the problem.
6. Follow up with maintenance either problem fixed or not.
7. Issues new GUEST CARD and open thr door again by GUEST CARD to ensure lock set can be use.

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On this week, at Adya Hotel Langkawi, we got more event at ballroom which is one of them are having proper night dinner which need to be serve course by course. I have been transferred to food and beverage department for a while because they need more staff to handle that dinner event. After finishing the event l, on the next day. I am having department exchange from housekeeping to front office deparment.

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Handling Customer Complaint at Jelapang Restaurant

1. Listening
Allow the customer to express their complaint fully and attentively, showing that their voice matters. Acknowledging their concern educates them about the restaurant's commitment to addressing issues

2. Apologizing sincerely
Regardless of fault, offering a heartfelt apology demonstrates empathy and the restaurant's dedication to guest satisfaction.

3. Investigate the issue
Asking clarifying question and involving the trainer and staff to gain a deeper understanding of the problem

4. Resolving problem
Offering practical solutions, whether it's replacing a dish, providing a discount, or another appropriate remedy.

Lost and found procedures in Jelapang Restaurant

The goal is to establish a chain of custody for final procedures. Employees are not liable for any guest belongings left in the restaurant.

The procedure :
1. Informed to person in charge on that shift.
2. Give all the details about the guest belongings that found in the restaurant, the place you found, the estimated time the guest is in the place you meet the items or very easy if you can identify the guest like remember guest room, etc.
3. Person in charge must take action
- Give the details about the guest belongings to the         front office
- Take the picture of guest belonging and inform to the group so all the staff can know it.

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After Ramadhan buffet promotion end, in Restaurant Jelapang there will have steamboat and Grill promotion. As a trainee, I need to know how to setup for steamboat and what is required.
In this table setup, required

Portable stove

Cutleries

Chopsticks

Saucer

Soup cup

Tea cup

Serving gear

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Reported for duty at Human Resources Department.

Submission of important document to be registered as practical student.

Briefing and description of dress code from Human Recources Manager, Puan Nurlida.

Food and Beverage Restaurant.

Get to know about Restaurant Jelapang

Know about the Ramadhan buffet promotion.

Learn how to set up a table based on the number of guest that have made reservations for that day.

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Bed sizes in Adya Hotel
At Adya Hotwl, there are only three types of beds.

1. Single bed
- This is a smaller bed than a queen bed. This single bed has a width of 53 inches and a length of 75 inches, or approximately 4 1/2 feet by 6 1/4 feet.

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On my first day at front office, I learn on how to greet the guest and learn on how to use IFCA system as main operating system for front officr at Adya Hotel. In my first week, I also learn on how to check in guest, check out process, learn on pickup call and take note of the guest room request.

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Condiment for the steamboat menu. When setup a steamboat, there are several condiment that need to be prepared for steamboat menu.

Tomato sauce

Cilli sauce

Blackpepper sauce

Butter

Garlic oil

Thai sauce

Cut chilli

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On May 1, 2023, Encik Farizul (F&B Manager) was conduct an exam for all trainees to assess our knowledge and skills in everyday restaurant operations, including the food products and prices on the menu.
The test is around 45 minutes and must be completed in person at the office.

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Learn what is K.O.T

Add photo
K.O.T stand for kapten order ticket

3 copies ( yellow, pink, and white)

First write the number of item, then items must be written, last the cover number of seating

The item must be written as per the abbreviation

Learn how to set up for room service

1. After we get order from the guest to send at their room. We must key in at K.O.T, and send to the kitchen to prepare the food.

2. While waiting for the food, we must set up cutleries according to what guest order. For example Nasi Goreng Jelapang ( table spoon, table knife and table fork)

3. All this cutleries must be put in the tissue pocket to look tidy. In this pocket also can put extra condiment such as cilli sauce, salt and pepper.

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My name is Nur Ikhma Binti Mohd Razali. My matric number is 271926. I'm now enrolled in semester 8 and working at the Adya Hotel Langkawi for my practicum. I will post my weekly reports from my internship from April 3 through October 4, 2023, in this padlet. Let's have a look!

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At front office department at Adya Hotel, there are two taxes that we need to collect from guest when checking in. The taxes are tourism tax and Langkawi tax. The tourism taxs rates are RM 10, while for the Langkawi tax rates is RM 3 only. The Tourism tax must be collected for those outside guest or international visitors, and they also need to pay Langkawi tsx goo. So, the total amount of taxes that they need to pay for 1 night js RM 13.

While for our Malaysian guest we only need to charge them with Langkawi tax only which costing RM 3 per night. All of taxes payment csn be done either by cadh or cards only. Official receipt must be given to them after they have done paid for taxes and the copy must be save for futher report and audit.

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When it comes to hotel beds, a queen bed falls somewhere in the middle. This type measures 60 inches side to side by 80 inches up and down, or 5 feet horizontally and 8 23 feet vertically.

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Work as morning shift at this day (7: 00 am until 3 :00 pm)

The responsibility assigned to me that day is to maintain the station that has been set up and clear the remaining plate on the table that has not been used by the guests.

After the guest has finished their breakfast, the table and any remaining plates must be cleared.

If the clearing trolley is full, it must be cleared. After breakfast, the buffet area should be cleared as usual.

Wipe down all equipment, including the plate, cutlery, high ball, goblet, and soup cup, until it is dry.

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Morning shift duties to set up for buffet breakfast (6 a.m. to 2 p.m.). At the moment, En Suhail and En Saufie asked me to ask the chef in the kitchen about the breakfast menu on that day, and to put on food tagging to put beside the buffet round. Then I must arrange cutlery in accordance with the menu.

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The purpose of clearing the dish is to keep the area clean, orderly, and tidy

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The Procedure :
1. Pull the clearing trolley to the dish washing area (steward area) once it is full of dirty dishes.
2. Empty all soiled dishes into the garbage bin before sorting them to the appropriate location.
3. Arrange all of the dirty dishes neatly.
4. Arrange glasses in glass racks.
5. Place all cutlery in the tub washing area and all tea spoons and Chinese spoons on the bar counter.
6. Wipe down the trolley with a damp cleaning cloth and wash or replace the insert.
7. Return to the station with a trolley to finish clearing the tables.

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On 7 May 2023
In morning shift, after finish task for the breakfast buffet, I and others was responsibility to set up for buffet dinner for 90pax Kementarian Pelajaran Malaysia ( PPD)

In that day, I learn how to tie a ribbon and folding the red napkin.

I also have to overtime (7pm -11pm) on that day to backup, I was take responsibility to always alert if guest want to refill drinks.

Get a permission ( Excuse me Sir /Madam) to take their plate after finish eating.

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Learn how to greet the guest on morning shift.

Jelapang Restaurant's breakfast buffet hours are typically from 7 a.m. to 10:30 a.m. When a guest enters the restaurant at such time, we must welcome them with "Good Morning Sir/Madam" with a smile and eye contact, and inquire about their room number, as well as their name.

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Start work as a evening shift (3:00 pm until 11:00 pm) for Ramadhan buffet operation (6:30pm -9:30pm ). The task on this day to hold on the station that has be arranged and clear remaining plate doesnt use by the guest on the table.

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I also learn how to polish equipment, cutlery and goblet.

Cutlery

First, fill the water pitcher with hot water.

Then, soak all of the cutlery in the water pitcher.

After a few seconds, take out all the cutlery and wipe it down one by one.

Lastly, put the clean cutleries on a clean tray.

Goblet

Fill the water pitcher halfway with hot water.

Soak the goblet head in water without using your hands. Using a wiping cloth, grip the goblet's tail.

Using a wiping cloth, cover the entire glass to ensure that the interior of the Goblet quickly filled with steam.

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Learn on how to fold the napkin for pocket fold to put on cutleries in it. This suitable for room service to make the service given neat and perfect.

Lay down the napkin infront of

Fold the napkin in half again from the bottom to the top.

Fold the top right corner down to the bottom left corner.

Then take the top right corner of the next layer and fold it down, tucking it in behind the last fold, but still leaving about 1″ showing.

Repeat one more time, taking the top right corner of the third layer, and folding it down and tucking it in with about 1″ still showing.

Flip the napkin over, and fold in the left side about 2″.

Then fold the right side in to meet the left edge.

(Add photo )

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Learn how to answer a phone calls at restaurant

When a phone ringing, first of all, I need to pickup a call as possible and start with greeting. For example " Good Morning, Jelapang Restaurant. Ikhma speaking, how may I assist you "

The voice tone must be clear.

If their ask for order the menu, dont forget to take noted their room number.

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Try to understand and remember the price of ala carte menu and roome service menu including service charge.

For steamboat grill

For adult RM 38.50 including 10% service charge

For child RM 22 including 10% servicr charge ( 7y - 12y and above)

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Take order for ala carte menu

If the guest come to the restaurant, first, I need to give them ala carte menu and take their order according with the chair seating. Repeat the order again.

Then, serve them ice water while their waiting for their food.

After their food finish cooked at the kitchen, I will take and send to the guest and pronouce their menu names.

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Learn on how to setup Chinese Dome Set Dinner.
Its require a lot of cutleries and dinnerware.

The setup is like a normal table setting but require more dinnerware like bowl, dessert plate, chopstick, soup spoon, and with a dome set at the center of the table.

Food are pre set in dome limited 6 dishes and the dome place in the middle of the dining table.

Guest will help themselves from the dome and the waiters will refill the drinks. No refill meal in the dome set

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In morning shift, I was responsibility to be a buffet manager.

The thing that need to do as a buffet manager is

Manage all aspects of the buffet including seating, station arrangement and food and beverage offering.

Ensure food and beverage are enough, if finish it must be refill

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Backup server & clearing & MEP Hi Tea Group BDB
I was responsibility to double check if the set up and all the cutleries and equipment is enough.

I also learn from Mr Saufie on how to make sure the table setup is perfect.

Mr Hafiz also teach me on how to folding the napkin peeling banana. Below is the step of folding napkin.

Start with the Napkin prefolded as a triangle. Fold one corner up and then the other. Fold the bottom corner up towards the others and back down again. Turn the napkin over.

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1. Ensure the safety of staff and customers. If the broken item includes glass or any hazardous material, cordon off the areato prevent injuries
2. Inform staff immediately about the breakages. Use a designated signal or call for help if necessary.
3. Clean up. For minor breakages like glassware, use appropriate cleaning supplies to safety pick up amd dispose of the debris. For larger breakages or spills, use absorbent materials to contain and clean up the mess.
4. Keep records of the incident, including the dates, time, and details of the breakages.
5. Prevent Future Incidents. Conduct staff training on safe handling of items to reduce the risk of future breakages.

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Setup meeting room
I learn from Mr Hafiz on how to set up meeting room.

A pencil

A paper

Meeting table glass bottle ( go green bottle)

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Usually the biggest bed you will find at a hotel. A king is the same lenght as a queen 80 inches but is 76 inches wide

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In this week, I learn a correct way to handle a call, wether internal call or external call.

1. Pickup call
"Good ( Morning/ Afternoon/ Evening), Adya Hotel Langkawi, ( Name) Speaking, How may I help/ assist you?"

For example " Good Morning, Adya Hotel Langkawi, Ikhma speaking, How may I assist you "

2. Transfer the Call
When transfer a call :
"One moment please"

3. Get name of caller
When get the name of caller
" Please May I know who's on the line ?"

4. End the Call
When ending the call :
"Is there anything else I can help you with? Thank you for calling , Have a nice day "

When get call from the guest inhouse the hotel
"Reception , Name ( Speaking), How may I assist/ help you "

For example, " Reception, Ikhma speaking, How may I assist you "

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Store / Purchase Request and Inventory
1. There will be one staff that will be assigned to handle one store request and purchase request for front office equipment like A4 paper, Merchant paper rolls, toner printer and many more in every month.

2. Need to fill in request form, ask for Front Office Manager's signature and send to Purchasing Department.

3. Need to write in record book of how many units of item ordered and how many units of item receive from Purchasing Department followimg with date.

4. Need to snap pictures of the stocks or item received and need to send the pictures in WhatsApp group.

5. There will be one staff that will be assigned to handle the inventory management in every 1st month to calculate and record the inventory at Front Officr Department.

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If guest request a milk to put in their coffee or tea take out a box of Dutch Lady cream milk. Then need to put the heated milk into the water pitcher and place it near the coffee and tea area.

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At Hotel Adya, we were given 6 working days and 1 offday.
The shift will be rotated each week and the symbol of "I" is for morning shift and "B" is for evening shift.

NIGHT SHIFT ROUTINE
1. For evening shift duty, usually the supervisor who are on duty on that day, will inform to the WhatsApp housekeeping group, which evening shift staff need to assist at which floor and which maid on that day.
2. After helping the assigned task to help and remaining room on that day, we as evening shift staff will collect the dirty linen from each floor and gatheref it at housekeeping store to do linen counting task which later will be packed and send to the laundry.
3. After finishing the linen counting and packing, we standby to do any guesy request task if needed to do so.
4. Any guest request must be write down and an evening assignment or knows as report must be sebd at the end of the day

Example of Report Evening Shift
10/07/2023

On duty PM Shift

Staf - Nuraminira -Staf
Ikhma - Trainee
Syawal - Pa Lobby
Shidi - Pool Attandant

Request Guest

3015 - Duvet -1 /pillow-1
3017 - Duvet -1
4020 - BathGel -1
4022 - BathGel -1
4022 - Dressing chair longgar tukar dgn 4021
7001 - Mineral water-2
8001 - Mineral Water-2
8014 - Combine bed
8018 - Kettle tak function
* Tukar dgn 8021
1016 - Tisu box -2

Request Extrabed

5013 - Extrabed move 6020
6001 -1 unit
8006 -1 unit

Move Room ( Touchup)

-5011 & 5013 move  6020 & 6022 ( Done to VC )

VD to VC

-4011 & 8002

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MORNING SHIFT ROUTINE.
1. The morning shift began at 9:00 a.m. and ended at 5:00 p.m.
2. There was usually a schedule created by the housekeeping supervisor for maid floor tasks and who would assist them that day, especially for trainees like me.
3. My supervisor assigned me to assist maids from the ground floor to the seventh floor in cleaning up the rooms in the morning.
4. The supervisor then assigned me to one of the upper floor staff from the 8th to the 11th floor to finish the remaining room until 5pm.
5. The trainee is also assigned to complete a room project, which entails cleaning a specific area of the room.
6. I also do some detail cleaning in the lavatory, such as putting on amenities, arranging towels and other tasks related to the lavatory.
7. I also assist the maid by adding on coffee and tea sets, cleaning the tea cup, and vacuuming the room after wiping.
8. While cleaning the room, we must inspect everything to determine if any guests left their belongings behind when they checked out.
9. If a guest leaves something, it will be labelled "Lost and Found" and placed in the housekeeping store. The staff must record the room number, the name of the employee who discovered the item, and the date.

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Evening shift must collect all dirty linen from each floor

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This week, I'm working on middle shift which is from 11am until 7pm. There are many arrivals from certain group from government agency and My Passion Travel from Taiwan guest. I have been given a job to scan some room cards to running the air conditioner for these group. Besides, Im also giving some additional tasks from the staffs, to fill in the list of names from these arrival group in the system for room reservation.

Other than that, I am also having some normal daily process of check in and check out from the guests. For checked out process, I need to beware if there are any pending payments that need to be settled down before clicking the checking out button in thr system. There are only two payment that can be acceptef in this hotel, which is by cash and credit cards only.

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Cleanliness of Reception Counter and Lobby

-Every staff of Front Office Department are responsible need to take care of reception counter and lobby area including back office.
- Morning shift staff need to make sure that Reception counter area are well cleaned and arranged at every morning
- Need to send the picture of Recpetion counter coundition at every morning in WhatsApp group. Picture above is the example of it.

Hotel Vehicle

-Every usage if company vehicle either sedan car or van from any staff need to be recorded in vehicle record logbook and need to be update in WhatsApp group and listing the details including of time of borrow, time of return and purpose of use.

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For evening shift, normally I have to handling check in process wether the guest come from group or individual. While waiting guest to come check in, the staff will waiting for the request from inhouse of the hotel. Then, we will inform to the housekeeping, security, maintanence according to what guest request. Above picture, is the example of request from guest in the hotel.

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DAILY TASK LIST OF ROOM  ATTENDANT/ MAID
1. Use Room Assignment sheet
2. Get guest amenities for assigned rooms.
3. Get cleaning supplies for assigned rooms work areas organized.
4. Keep your cart and work areas organized.
5. Enter the guestroom.
6. Prepare the guestroom for cleaning.
7. Begin to clean the bathroom.
8. Clean the toilet.
9. Clean the Sink and Vanity
10. Clean the Bathroom Floor
11. Clean the guest closet
12. Make a bed
13. Dust the guestroom.
14. Replenish supplies and amenities
15. Clean windows and mirror
16. Put finishing touches on the guestroom
17. Vacuum the guestroom and report room status.
18. Exit the guestroom
19. Correct cleaning problems found during inspection
20. Complete end of shift duties.

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On this week, something when staff male or bellman not in there or busy with many group coming, I have given the duty on being a bellman on some certain times. As a bellman I need to assist guest on pickup their luggage and put un on trolley which need to be send in front of their room. If there are more luggage, I need to be smart to arrange then properly on the trolley to prevent from falling down due to heavier weights.
When handling the trolley, I need to balance them by pushing them by knowing their head gear so the wheel doest stuck. If Im lucky enough, sometime the guest will give me some tips as my assistance.

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Feedback / Guest Comment Form

- Morning shifts staffs need to give Guest Comment Form to the guest and need to be filled for those who are checking out on that day.
- Need to encourage the guest to give their personal review in hotel online website in example like Trip Advisor, Agoda and Booking.com
- Need to inform of guest complaint in Front Office group.

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Room Status Cycle In Housekeeping Department 

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Room Status Cycle In Housekeeping Department 

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Vacant/ Ready (V/R)
Available for sale. A "V/R" room status is the only status a room can be sold in.

Occupied / Clean (O/C)
Guest currently occupies the room, and the room has been serviced by housekeeping. Typically, there is no inspection for rooms cleaned during the lenght of an individual guest's stay. The expectation is that all rooms are cleaned well, but an occupied room js generally easier to clean than one from which the guest has checked out.

Vacanted / Dirty ( V/D)
A "V/M " room has been taked out of inventory for some reason. This is the code assigned to out of order rooms.
A guesy checked out, not serviced by housekeepong yet. "V/D" codes take top priority in housekeeping as they must be readied for resale.

Vacant / Clean ( V/C)
Cleaned room, not yet inspected. All sleeping rooms are cleaned by a housekeeper and then inspected by a supervisor or manager to ensure it is ready for sale. These inspector then change the code from "V/C" to "V/R"

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Send trolley overnight end of the evenight shift

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Type of linen at Adya Hotel Housekeeping Department. 

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Type of linen at Adya Hotel Housekeeping Department. 

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Type of Towel
1. Bath Towel
2. Face Towel
3. Hand Towel
4. Bath Mat
5. Pool Towel

Type Of Bedsheet
1. Bedsheet Single
2. Bedsheet Queen
3. Bedsheet King

Type of Duvet Insert
1. Duvet Insert Single
2. Duvet Insert Queen
3. Duvet Insert King
4. Pillow case stripe

Wiping
1. Wiping Cloth
2. Mop

Sarung
1. Kain Batik
2. Kain Pelikat
3. Kain Telekung
4. Sejadah

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Week 3 (15th- 21th July 2023) Two type of hotel room in Adya Hotel

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Week 3 (15th- 21th July 2023) Two type of hotel room in Adya Hotel

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Standard Room
- This hotel's regular rooms come with either two single beds or a queen bed. Standard rooms include a restroom as well as a desk, chair, dresser and television. Everything is contained in one room, excluding the bathroom.

Suite Room
- This suite room has a lot greater square footage. The area is broken up into many sections, resembling a little one-bedroom flat. There will be more living quarters, a lounge area with a couch and a TV, and perhaps a small pantry. It will frequently additionally have a private bedroom and bathroom in a different area.

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Executive and Suite Room Toilet Aminities setup 

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Face towel ( rolled)
2 Toothbrush
1 Shaving Kit
2 Sanitary Bag
2 Shower Cap
2 Cotton Buds
1 Comb
2 Bath gel ( Bodywash)
2 Shampoo
2 Body Lotion
2 Round Soap

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Deluxe and Superior Room Toilet Aminities Setup 

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1 Sanitary Bag
1 Shower Cap
2 Bathgel
2 Shampoo
1 Round Soap

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There are some differents when setup the towel in Adya Hotel depends on he troom balcony view

View facing MAHA Tower setup
- 2 Bath Towel
- 2 Hand Towel
- 1 BathMat

View facing sea view setup
- 2 Bath Towel
- 2 Face towel
- 1 BathMat

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Week 4 (22th- 30th July 2023) A problem has arisen in the Adya Hotel's Housekeeping Department.

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Week 4 (22th- 30th July 2023) A problem has arisen in the Adya Hotel's Housekeeping Department.

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There have recently been more complaints and guest feedback about this hotel's service. Many improvements have been made to improve the quality of service in this hotel in order to keep the hotel's star ratings.
1. Clean the mirror, windows, and balcony
When cleaning the room after the room status changed to check out, some of the mirror mistakes were that the mirror and windows of the sliding door were not properly cleaned, leaving some fingerprints. There were some stains on the balcony due to dust from cigarettes, among other things.

2. Toilet issue cleaning
Concerning toilet cleaning, some floors have a small stain or moss at the edge of the shower, and the toilet bowl is not clean. The maid who is in charge of cleaning the room must go above and beyond to wash off and rub the stain and make it look neat.

3. Clean the dust from the electrical appliances
Some electrical appliances, such as televisions, kettle, irons, and telephones, have residual dust that must be cleaned thoroughly and frequently.

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On this week, almost one month I have stayed at front office department at Adya Hotel. Usually Iam having some normal job of handling check in and check out process with some calls that need to be answered properly with better improvement. When handling check out process, I need to inform the housekeeping department through walkie talkie to mention them about the check out roomn status.
Besides, Iam also learn a new knowlegde on how to check if there are any available room for reservation on some certains dates depending on the guest request through phone calls. For this work, I need to understand the types of room in this hotel like executive, superior, deluxe and suite rooms. Other than that, Iam also need to know which room have twin, queen, king bed or connecting room.

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On this week, there are several changes on room rates and menu pricing at Adya Hotel Langkawi with some promotion to promote the tourism in Langkawi

1. Room rates
- The room rates now are increasing due to competition of prices from various hotel in Kuah town at Langkawi. This include the changes of room rates in online booking too but depends on room occupancy. For example, previous price for superior town view room are RM 172, but now is increasing to RM 182.

2. New menu promotion from Jelapang Restaurant.
- Right now, there are various new menu that has been established by Jelapang Restaurant which is

Shellout menu
- Operation hour (3pm - 10.30pm)
-  RM 49 for 2 person ( price include 10% service charge)

Malay set menu
(Citarasa Hotel Harga Marhaen)
- Operation hour (12pm - 10.30pm)
- Set 1 ( 2pax) RM 39.90
- Set 2 ( 4pax) RM 69.90
- Set 3 ( 6pax) RM 109.90

Private romantic dining menu
- Executive Lounge ( Level 12)
- RM150 for special romantic dining for 2 person

3. Increasing price of ala carte menu and breakfast rate
- There are some changes of breakfast rate, which is the price from per person ( adult) , previously from RM 25 to RM 30 . While the price for children remain the same.
For ala carte menu there are some changes of each item list which increase around RM 5 - RM 10 just now due to increasing of food ingredients at market.

4. Launching of Adya Privilege Card
- Adya privilege card is being launch and promoted at this week with opening ceremony with Kedah Exco of Tourism, Culture and Entrepreneurship, YB Dato Haji Mohd Salleh Bin Saidin.

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Then, sometime I also have to handle lost and found by call.
The previous guest call the hotel and inform that they leave something in their rooms. As receptionist, I will get their name, date of check out, and their room number. Then, I will inform to the housekeeping who have on duty on that time to find out the lost and found at their stores. This lost and found detail must be recorded on the book for make sure that lost and found issues have been resolved.