GUEST LAUNDRY PICK UP

Guest Expectation:

It is important that employees take care of my Laundry. These are my personal belongings and I generally travel lightly so each piece of clothing is important.  I want my laundry requests to be actioned quickly.  I want my laundry to be presented in a manner in keeping with a 5 star service. 

Why is this task important for you and our guests?

Answers: 

1. I am able to increase the GSI score.

2. I can show my professionalism.

3. Laundry items can go astray so it is important that I handle this procedure properly.

4. I understand how important the Laundry is to our guests.

5. I can drive revenue with doing my job well.

STEPS	HOW/ STANDARDS	TRAINING QUESTIONS
Pick-up Laundry	Upon receiving a call from a Guest for Laundry Pick up the Guest Service Center notes down the request on the telephone logbook and informs the Laundry Department immediately.	Which button on the phone does the guest generally ring for Laundry Pick Up?
Room Attendants Check	Check all occupied rooms at 10:00am for laundry everyday  Do not check DND rooms.   Note DND rooms on the Work Sheet and check again at 11.00 hrs or when DND sign has disappeared.	Why can I not collect the Laundry from a DND room? Why do I have to check again at 11:00 hours?
Collect , Record and Send	For Hotels With Linen Chute: Where the guest has Laundry, the Room Attendant checks the laundry list to ensure it is filled correctly with guests’ name, room number, date and type of service required. Record the Laundry request on the Work Sheet Call the Laundry to inform them. Laundry staff is to record the room number and time in Logbook. Close the laundry bag securely and send it down to the Laundry via the linen chute. Always take care when using the linen chute.  . Never drop anything besides linen or laundry bags down the chute, For Hotels Without Linen Chute: Laundry Department is advised of linen via the Guest Service Centre or Room Attendant. The Laundry Attendant must respond directly and go to the Guest room to collect the laundry. They knock, wait and say “Laundry Service”.  Never leave the laundry bag in a public area unattended.	What do I have to check on the Laundry list? Why do I need to inform the Laundry? Why do I need to close the Laundry securely before sending it down the linen chute? What happens if no one answers?
Express service	For express service, call the Laundry staff immediately to inform them about the urgency.	What is express service?
Control	Laundry staff must re-check all laundry bags against the record in the Laundry Office to make sure they are securely tied and there are no discrepancies.

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

Summary questions:

1. Do all Hotels have linen chutes?

2. What is important when sending Laundry bag down the linen chute?

3. Why do guest need express laundry service?

4. How does a Laundry Attendant collect Laundry from a Guest Room?