Objective
To ensure all laundry and housekeeping associates understand their role how to handle guest laundry. Appropriate handle of guest laundry.
Departments concerned
- Housekeeping
- Laundry
Procedure
A.Laundry Operation hours
1. Laundry and Dry cleaning service will operated for 24 hours
2. Laundry and Dry cleaning service for same day service delivering will be accepted, when laundry is picked up before 09.00 A.M and return it by 06.00 P.M.
3. Overnight laundry will be accepted and return it at the same time for the next day
4. Express service laundry will be charged 50% additional from the charge listed, and return it within 4 hours of request.
READ ANOTHER SOP : HOUSEKEEPING SOP MASTER KEY CONTROL
B. Pick Up Laundry
1. Upon receiving a call to pick up the guest’s laundry the guest service center should log the request into Job Tracking System and dispatch to laundry.
2. The runner should pick up the laundry directly from the guest or room attendant.
C. Check the laundry
1. After pick up the laundry, Runner should check the laundry form and ensure that all the information is filled out on the laundry form, making note of any special requests.
2. All special requests should be reported to the guest service center on duty.
3. Before the laundry send to the laundry department, any guest’s information should be added to the laundry form.
4. Fill the information that is on the first half of the laundry form (a page which keeps for hotel).Highlight the information and pass it to laundry.
5. When the laundry is returned, the information should be matched up with the information on the log / laundry form and all other areas should be filed out.
D. Laundry without list
1. Laundry which is found without list will be reported by room attendant to guest service center to be follow up by calling guest mobile phone number (if any)
2. If there is confirmation from the guest about their laundry, guest service center agent leave a message to guest room
E. Defect and damage laundry
1. Guest laundry which is found and considered as defect/ damaged laundry will reported to guest service center agent to follow up by calling the guest to get their confirmation.
2. If there is no confirmation from the guest about their laundry, guest service center agent should leave a message to the guest room and runner will return the defect laundry together with the Laundry defect note.
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