GUEST LAUNDRY AND DRY CLEANING

Goal : GUEST LAUNDRY AND DRY CLEANING

SCOPE:

• To define policies and procedures to be followed when guest laundry and dry cleaning services are contracted with an outside operator.

• To ensure that guest laundry and dry cleaning services are provided in a high quality and professional manner.

  
  

RESPONSIBILITY:

The Rooms Director/Director of Operations has the responsibility for selecting the outside operator, negotiating agreement terms and monitoring service.

REQUIRED SERVICES

The selected operator must be capable of providing first-class, professional cleaning services including but not limited to the cleaning, pressing, laundering, dry cleaning, and repairing of wearing apparel and other similar items. These services must be performed in a first-class manner, competitive with similar cleaning establishments and consistent with the highest standards of the industry.

In addition to providing services for guests, the operator will, on a complimentary basis, pick-up daily, launder, clean, and return articles of clothing belonging to the hotel Executive Committee and Executive Chef. These managers will monitor the quality of the work performed in the interest of guest

satisfaction. Services for other hotel employees shall be performed at a fee which does not exceed the operator's store counter prices. Where necessary and feasible, the operator should be able to provide

commercial laundry services (table linens, bed linens, terry, etc.) on an emergency or as needed basis.

The operator must be able to provide additional cleaning services such as table skirting, hotel uniforms, etc.

REQUIRED SUPPLIES AND EQUIPMENT

The operator must furnish, at his/her expense, all supplies and equipment necessary for operation, including "Master Sheets", pre-printed laundry/dry cleaning tickets, plastic laundry bags imprinted with the hotel name, hangers and other items required for the transport of all garments and items to and from the hotel.

Each guest room must have at least two laundry bags and tickets. These items must be made available by the operator and will be placed in the guest rooms by the hotel Housekeeping staff. Laundry/dry cleaning tickets, plastic garment bags, boxes, etc. should be imprinted with the hotel name and logo, not the name of the operator (can be included).

PROCEDURE:

The guest completes the laundry/dry cleaning ticket and places it in the bag along with garments to be laundered/cleaned. The bell staff will collect the garments to be cleaned from the guests, either at the Bell stand, or, if requested, they will go to the guest's room to pick up the items. All bags/bundles must be logged on the "Daily Valet Summary Master Sheet" (provided by the operator) at the Bellstand as a control measure. All bags/bundles collected will be placed in a central, secure location, designated by the Rooms Director/Director of Operations.

The operator will pick up all bags/bundles from the designated location, along with the laundry/dry cleaning tickets by 9:00 A.M. every business day. "Business day" is defined as Monday through Saturday, excluding national holidays.

The operator must return the cleaned and/or pressed garments to the hotel by 5:00 P.M. on the same business day as the pick up and tailored and/or repaired garments must be returned by 5:00 P.M. on the business day following pick up.

Each guest's garments must be packaged in boxes or on hangers with plastic bags with a copy of the laundry/dry cleaning ticket (priced and extended) attached to the package.

It is the responsibility of the Rooms Director/Director of Operations to ensure that the returned garments are delivered to the guest's room by the bell staff immediately upon return to the hotel. Each business day, the operator will provide the property with a daily summary listing all garments picked up and delivered (returned) by the operator ("Master Sheet"). The Master Sheet will list all garments and the services provided (laundered, dry-cleaned, tailored, repaired, etc.), the guest's room number, name and the price to be charged to each guest for services provided. The bellstaff should compare the operator's Master Sheet with the Log completed by the bellstaff prior to the morning pick up to ensure that all garments are returned.

The Front Desk should post all laundry/dry cleaning charges to the guest’s folio and must ensure that the total amount posted to all guest folios is equal to the total on the Master Sheet. It is the Shift Manager's responsibility to ensure that the postings balance to the Master Sheet.

SUGGESTED PRICING AND COMMISSION

While it is recommended that guest laundry/dry cleaning be priced at 35% over the operator's normal counter prices, the local market and competition will usually be a determining factor in pricing. All pricing decisions are to be negotiated and agreed to by the operator and the Rooms Director/Director of Operations.

Commission received by the hotel should also be a consideration in pricing. Commissions normally range from 25% to 50%, depending on pricing and other required extras. Each property is responsible for negotiating the best possible pricing and commission.

All prices must be pre-printed on the laundry/dry cleaning ticket. Any changes in pricing must be approved by the Rooms Director/Director of Operations in writing, in advance. Where there is more than one Kalihara Hotel in a city, it is recommended that the properties use the same vendor, negotiating jointly for better commissions.

LOSS OF GARMENTS

Provision for settlement/payment in case of lost or damaged garments should be part of any agreement with a vendor. In the event of loss or damage to any garments belonging to a guest, for which the guest's claim does not exceed $50.00, the hotel may, at its discretion, make restitution to the guest on behalf of the operator, so long as the hotel notifies the operator of the amount of the restitution and the circumstances surrounding the loss or damage.

In the event of loss or damage to garments belonging to hotel guests, employees or the hotel in excess of $50.00, the operator must agree, upon notification, to immediately investigate the situation and take any and all steps to correct within five business days, including replacement of or full cash reimbursement for any lost or damaged garments. While investigating any claim for loss or damage to garments, the operator will deal directly with the guest and keep the property informed of the status.

When the operator determines the extent of its liability, if any, with regard to alleged lost or damaged garments(s), the operator should take appropriate action and notify the property of the disposition.

If the operator fails to make satisfactory settlement of a claim, or refuses to do so, and the property determines that the garment is in fact lost or damaged, the property may settle, to the satisfaction of the hotel and the guest, any such claim on the operator's behalf and expense in order to protect the reputation, good name and business image of the property. In this case, the operator must reimburse the property for the amount of the settlement.