CHECK DAMAGED GUEST LAUNDRY

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: 

1. I understand the importance of professionally handling mistakes.

2. It is my responsibility that guests are confident to rely on our service and will use our services again.

3.  This shows our professionalism.

4. This can increase our GSI.

5. It is my responsibility to ensure that guests are satisfied with our laundry service.

STEPS	HOW/ STANDARDS	TRAINING QUESTIONS
What is a “damaged” item	A damaged item may be sent to the laundry for cleaning from a guest or it may be damaged as a result of the cleaning process.   Be on the lookout for any of the  following: 1. Discolor or spots 2. Heavy stains 3. Cuts or tears 4. Deformity 5. Heavy wear 6.Shine patches	What is a “damaged” item?
Reporting	Any damage found must be reported to the Supervisor and a decision made whether it is   necessary to inform the guest or not.
Contacting the guest	Report what is found to the supervisor The supervisor should inform the guest to get confirmation. Phone the guest:  By explaining politely Good Morning/ afternoon/evening Mr./Mrs.…… unfortunately we have found a damage on your ……………can we show you the damage. Proceed to guest’s room to verify with the guest.	Contacting the guest
Damage report	Fill in a damage report and inform the Exec. HK.	Damage report
Returning the Laundry	If the guest is not available, pack the garment with the “Damage Card” inside and return it    to the guest room and wait for the call from the guest. It could be possible that the item was damaged already. Separate the damaged item from the rest of the guest Laundry.	Returning the Laundry
Fill in the logbook	Fill in logbook with complete record: which item what damage Date Time Report damage to EAM for decision of replacement next day.	Fill in the logbook

Now ask the trainee to practice the task from start to end to test competency.

 Summary questions:

1. What is important when you find damaged Laundry? 

2. Why do I need to fill in a report?

3. Can I return the Laundry even so there is damage?

4. Can I put all the Laundry together?

5. What is important about the follow up?

6. What do you need to do when your superior is not available?