GUEST LAUNDRY DEPOSIT SERVICE

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: 

1. I understand additional service is Laundry Deposit, which means we keep their Laundry until the guest returns.

2. It is my responsibility, that guests can rely on our service and we will give Laundry back as the guest expects.

3. This shows our professionalism.

STEPS	HOW/ STANDARDS	TRAINING QUESTIONS
Guest asked to deposit his/ her laundry, and check out for long or short travel.	Proceed with the Laundry service as usual.	Why does a guest ask to deposit his/her Laundry?
Fill in the deposit logbook.	Record:   -  date    -  room number -  Guests’ name  -  given marking -  the number of hangers   - the number of bags  -  posting or not. -  date of guest return  Give this information to FO to ensure delivery on arrival day.	What is important to record in the book? Why do I need to give this information to FO?
Storing Laundry	If the guest checks-out before Posting, keep the full set of Laundry lists attached to the cleaned laundry waiting for the Guest to re-check in.     Make a record in the deposit logbook (including the date of the guests’ return). Store laundry in the wardrobe, carefully and properly. Make sure this is done in a dry area. Keep the laundry list with the posting list together.	Why is it important to look after the Laundry weekly? Why is it important, that the area is clean? Why do I need to keep the Laundry list together with the Laundry?
Checking	Check the wardrobe weekly, to ensure it is clean and in good condition and that mould or mildew hasn’t formed.	Why is it important to check weekly?
Delivering	If the guest maintains the room, return the Laundry to the guest room. If the room is double locked, call Security to help you with the Laundry return. When the guest returns and requests the laundry to be delivered, take out the laundry, check the    laundry‘s condition and deliver it to the new   room.	Why does a guest keep a room? Why the door is double locked and I have to call Security?

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

Summary questions:

1. What is important when recording “Deposit Laundry”?

2. What happens if I store the Laundry in a damp area?

3. Is it possible that the guest may keep their room? 

4. What is the procedure for returning Laundry when the Guest maintains their room?