DELIVERING GUEST LAUNDRY – DND ROOMS

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: 

1. I understand the importance of counting Guest Laundry.

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

3. I can save money for the hotel to ensure no items are lost or forgotten.

4. His shows our professionalism.

STEPS	HOW/ STANDARDS	TRAINING QUESTIONS
Check room Number	The laundry list carefully and confirm the room number to ensure that the list is filled in correctly.
Check Date	If there is no room number written, report immediately to the Laundry Supervisor Ensure the right date is written on the Laundry sheet.	What do I need to do when I have no room number?  What will the Laundry Supervisor do?
Check guest’s name	Read the guest name carefully and ensure that the right name corresponds to the right room number. If there is no name written on the Laundry list, reconfirm with Housekeeping office	Why do I have to compare name and room number? Where can I reconfirm?
Count items	Check the laundry piece by piece, and record description on the laundry list. Ensure the Laundry Manager signs discrepancies.。 Recount the Laundry items to verify items against guest count. If there are no discrepancies, proceed to marking.	Why do I need to recount? What do I do if there are discrepancies? Why do I need to mark?
Give the guests Laundry a mark	If there are any discrepancies, report them immediately to the Laundry Manager or Supervisor to contact and clarify with the guest concerned.  Proceed in accordance with “Discrepancy Procedure” Marking includes adding the number, date (be substituted by English   alphabet character) and items.	1. Is this necessary on every single occasion? What if the guest is a corporate guest and is out of the hotel??
Special instruction	Read the laundry list carefully, and note the guest’s instruction. Make a mark on the garment’s tag and laundry list.	1. Why do guest give special instructions?

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

Summary questions:

1. Do I have to check piece by piece?

2. Is it important, that name and room number correspond?

3. Why do we mark guest Laundry? How is this done without ruining the guest’s clothes?