STEPS HOW/ STANDARDS TRAINING QUESTIONS Pay attention   Pay attention to the complaint.  It should be well understood what the problem exactly is Listen carefully and NOD head. Don’t try to interrupt the guest. Don’t argue with the guest. Maintain eye contact with the guest if not on the phone. Write down all the details What are the points to take in consideration when a guest complains? Why do I need to write this down? Apologize Apologize to the guest even if the problem i

Why is this task important for you and our guests? Answers:  I understand that if the guest has to complain about the Laundry posting it is not good for the image. This shows our professionalism. STEPS HOW/ STANDARDS TRAINING QUESTIONS Know our prices Be familiar with laundry, dry cleaning and pressing list and prices. Understand each line including Express Service charge rate and surcharge rate. Calculate the amount of each item accurately - No mistake on calculation 1. Why

Guest Expectation : I expect laundry items to be washed with care. I expect laundry staff to know what to wash by machine and what items to wash by hand.  I expect hand washing handled with extra care to avoid shrinkage and color loss.   Why is this task important for you and our guests? Answers:  I understand the importance of washing items with care It is my responsibility to ensure guests have confidence in our department’s ability and rely on us for future use.  This can

Guest Expectation : I expect dry cleaning to be professionally managed. Dry Cleaning is a service which is offered by upscale hotels and I expect staffs who work in these areas to be competent in dry cleaning. Why is this task important for you and our guests? Answers:  I understand the significance of accurately adhering to this procedure. This can increase our GSI. If we do our job well, this shows that we are professional. STEPS HOW/ STANDARDS TRAINING QUESTIONS Sorting Se

Guest Expectation : I expect my laundry items to be returned. I don’t expect items to go missing or someone else’s items to be returned to me. Why is this task important for you and our guests? Answers:  I understand the importance of counting Guest Laundry. It is my responsibility to ensure that guests are satisfied with our laundry service. I can save money for the hotel to ensure no items are lost or forgotten. His shows our professionalism. STEPS HOW/ STANDARDS TRAINING Q

Guest Expectation : I appreciate additional services the Hotel provides such as Laundry Deposit which enables me to travel lightly and collect my laundry items on my return to the hotel at a later date. Why is this task important for you and our guests? Answers:  I understand additional service is Laundry Deposit, which means we keep their Laundry until the guest returns. It is my responsibility, that guests can rely on our service and we will give Laundry back as the guest e

Guest Expectation : If mistakes happen, I would like to have them handled properly and be communicated with by one senior person who knows what they are doing. Why is this task important for you and our guests? Answers:  I understand the importance of professionally handling mistakes. It is my responsibility that guests are confident to rely on our service and will use our services again.  This shows our professionalism. This can increase our GSI. It is my responsibility to e

Guest Expectation: If mistakes happen, I would like to have them handled properly.  I like to be kept informed. Of progress on lost items. Why is this task important for you and our guests? Answers:  I understand the importance professional handling of mistakes. It is my responsibility to ensure that guests can confidently rely on our services and use our services again. This shows our professionalism. This can increase our GSTS. STEPS HOW/ STANDARDS TRAINING QUESTIONS Discre

Guest Expectation : I like it when my Laundry is nicely packed. I don’t get this service at home and it is a special treat for me when staying in an upscale hotel. Why is this task important for you and our guests? Answers:  I understand the importance of nicely packed Laundry. It is my responsibility that guests feel confident to rely on our service and use us again Effective laundry packing demonstrates our professionalism. STEPS HOW/ STANDARDS TRAINING QUESTIONS Collection

Guest Expectation: I expect my laundry items to be returned. I lose confidence in the hotel if I receive another guest’s laundry or my items go missing. Why is this task important for you and our guests? Answers:  I understand the importance of marking Guest Laundry. It is my responsibility to ensure that guests are confident in our abilities and can rely on our service. I can save money for the hotel to ensure no items are lost or forgotten. This shows our professionalism. S

Guest Expectation: I expect my laundry items to be returned. I don’t expect items to go missing or someone else’s items to be returned to me. Why is this task important for you and our guests? Answers:  I understand the importance of counting Guest Laundry. It is my responsibility to ensure that guests are satisfied with our laundry service. I can save money for the hotel to ensure no items are lost or forgotten. His shows our professionalism. STEPS HOW/ STANDARDS TRAINING QU