Housekeeping Training

SOP – Laundry Collection and Delivery

Laundry Service OrderAnswer the telephone within 3 rings

Greet the callers in a warm courteous manner with a smile: “

Housekeeping, Good Morning, Afternoon, Evening, Mr. James,

how may I help You?”

Explain the range of services including cost and benefit of each.

Obtain and use the guest name at least twice during the

conversation.

Verify the name and room number, name and order, say: “

Your Room number is 323, would you like normal or express

service, Mr. James”.

Laundry Service Order If the guest requires normal service, say:

“ Your laundry will be returned by 5pm, Mr. James”.

Ascertain where the guest is leaving his laundry for collection

and whether the guest would like delivery in a basket or in a

hanger.

If the guest requires express service, explain the additional cost

of the laundry and that the laundry will be returned within 1

hours, say:

“ Your laundry will have an additional charge of XXX and will

be returned within 1 hours.

Laundry Service Order Inform the guest what he should do with his laundry. Say:

“ Please put your laundry bag on your bed or hang it outside

your door, Mr. James.”

If the guest prefers, offer to sent someone to collect his/her

laundry from the room. This is to be done within 15 minutes.

Thank guest for calling and inform when the laundry will be

collected.

guest will be informed immediately when any counting

discrepancies or damages, stains that the cleaning processes

could effect.

Laundry Service OrderProfessional marking system will be used for identification..

Leave a copy of order with guest (both at collection and

Delivery).

SOP – Laundry Service Collection and Delivery

1. Knock on the door using the index finger or ring the doorbell

once. Identify service. “ Say Laundry”. Wait for 15 seconds

before knocking or ringing again.

2. Greet the guest warmly with a smile “ Good Morning,

Afternoon, Evening Mr. James, May I pick up your laundry?”

3. Use the guest name.

4. Exchange pleasantries when in the guest room: “ Are you

enjoying your stay, Mr. James?”

SOP – Laundry Service Collection and Delivery

5. Offer additional help, “ How would you like your laundry

returned, on a hanger or folded in a box, Mr. James?”

6. Thank the guest and wish a pleasant day, don’t wait for a tip: “

Thank you Mr. James. Have a Pleasant stay with us.”

7. Laundry pick up from the guest room should not be later than

15 minutes after receiving the request.

8. The room number should be checked and laundry bag content

should be checked against the form.

SOP – Laundry Service Collection and Delivery

9. Place the laundry in the wardrobe or on the bed depending

upon the guest’s request.

10. If the guest is not in the room, place the laundry card in the

room informing the guest that the laundry is in the wardrobe.

11. The laundry bill will be included with the clean laundry.

Handling Special RequestDesk Operator and Supervisor

1. Answer telephone within 3 rings

2. Smile and greet the guest warmly in a courteous manner,

“Housekeeping , good morning, Mrs. Smith, Suresh speaking,

how may I help you”? Use the name of the guest during the

conversation.

3. Introduce the department and yourself.

4. Offer assistance and listen attentively.

5. Always handle guest requirements and contact other

departments on guest behalf.

Handling Special RequestDesk Operator and Supervisor

6. Summaries' requirements and check accuracy , Would you like

an adapter for your PC, is that right, Mrs. Smith”?

7. Give your name and responsibility for resolving the request,

“My name is Suresh and I will assure that get your adapter

within 15 minutes, Mrs. Smith.”

8. If the item requested is a standard one, eg, a toothbrush,

provide a replacement free. If the item is non-standard ,

provide a replacement or lend one to the guest, eg nail clippers

If request may not be possible to meet - explain why and offer

alternatives.

Handling Special RequestDesk Operator and Supervisor

9. Inform guest of your next actions and ensure guest that

requests will be handled and indicate how long before delivery.

10. If any delay in delivery, inform guest and remain in touch until

situation is resolved satisfactorily.

11. Follow up and check guest’s satisfaction after the request has

been fulfilled: “Mrs. Smith I am Suresh from Housekeeping,

have you received your adaptor?”

12. Thank the guest and wish a pleasant day. “Thank you and have

a pleasant day”.

Handling Special RequestDesk Operator and Supervisor

13. All requests should be resolved in within 15 minutes or less; if

not possible, communicate with the guest immediately and

agree on a satisfactorily: I’m sorry Mrs. Smith, but we will not

be able to send you an PC adaptor in your room within 15

minutes, because we have to purchase it. Would half an hour

be fine with you? I apologies for the delay”.

14. All staff members are encouraged to take personal

responsibility & meet/exceed customer expectations.

15. Standard toiletries should be replaced free of charge.

Handling Special RequestDesk Operator and Supervisor

16. Offer non-standard items should be provided on a loan basis or

sold at a reasonable price.

17. Take into consideration country / location particularities and

adapt supplies accordingly eg. Mosquito repellent, Multi plugs

etc,..

Thank You

Let’s Practice