INFORMATION SHEET NO. 4.4-1

INFORMATION SHEET NO. 4.4-1
COLLECT LAUNDRY FOR LAUNDERING

Learning Objectives:

At the end of this Information Sheet, the trainee is expected to:

1. Follow the procedure in collecting guest clothes in accordance with
enterprise procedures.

Pick-up guest clothes in accordance with enterprise
requirements

When a guest makes a request for guest laundry and dry-cleaning service,
the guest will usually ring either Housekeeping, Reception, the laundry or the
porter. Every hotel must have a defined procedure for the collection of guest
laundry and all relevant staff must be aware of this procedure so that the service
is seamless.
It is not uncommon in hotels for the waiter who delivers the room service
breakfast to be handed laundry by the guest. The waiter must also know how to
handle this situation.

It is common practice, for example, that guests will hand in laundry for
processing the night before to the night porter or to Reception when the laundry
or Housekeeping is closed. It is absolutely imperative that these laundry items
are delivered to the correct location the following morning so that they may be
processed.

It is not uncommon for the night porter to go off duty and overlook these
items and Housekeeping will receive a call the next evening from the guest to say
he has not had his laundry returned. After a thorough search of all areas, the
unwashed laundry is then found at the porter’s desk, causing inconvenience to
the guest and embarrassment for the hotel for the lapse in service!

Answering the telephone

Always answer the telephone in line with your hotel’s procedures using the
correct phrases and the guest name wherever possible:

• Always greet the guest with a pleasant voice.
(“Good morning Mr. Jones”)

• Always identify the department and yourself
• (“Laundry department, Mary speaking”)

• Advise the guest of when the items will be collected.
(“John will be along shortly to collect your items
Mr Jones – please leave them on the bed if you are leaving the hotel”)

• Answer any questions that the guest may have in relation to the service
e.g. “What time will my laundry be returned?” or “Is it possible to have the
zip replaced on my trousers?”

• Have a thorough knowledge of the services that are available to the guest
(a two hour pressing service, for example, may incur a surcharge).

PICK UP OF GUEST LAUNDRY

• Always knock on the door (or ring the bell) and
identify yourself (the guest may be undressed early
in the morning)

o Knock again before entering the room. As you
enter the room, always identify yourself in a loud
and clear voice (“Good morning, laundry service”)

o Collect the items quickly and leave the room
making sure the door is locked

1. Room attendant, room boy or valet runner (whoever is in charge) shall pick
up the guest laundry together with the laundry list from the guestrooms.

a. Guest shall fill up the laundry list and may request for pick up either
through the Housekeeping or laundry office guest phone or through the Front
desk or to any room supervisor or room attendant.

NLPC Hostel

LAUNDRY DEPARTMENT
Voucher No. 1

(Partial list of items only)

Name Guest: Mr. Jones Room No. 206 Date/ Time: September 10, 2016. 11:00 A.M.

Guest Hotel Articles Price Total Damages if
Count Count Amount any

FOR PRESSING (PARTIAL LIST)

2 Suit 35.00
2 Trousers 40.00
1 Jacket 35.00
2 Barong Tagalog 50.00
3 Shirt Long Sleeves 50.00
2 Sport Shirt 45.00
1 Vest 25.00
1 Necktie 5.00
1 Silk Shirt 30.00

Others
FOR WASHING OR DRY CLEANING

2 Suit 35.00

2 Trousers 35.00
1 Jacket 25.00

2 Barong Tagalog 20.00

2 Sport Shirt 20.00

1 Vest 10.00

1 Necktie 5.00

Silk Shirt 20.00

Others Total P ___________

Remarks or Extra charge __________
instructions from
guest, Sub Total __________

Sales tax __________

Service Charge 10% ___________

Total Charge ________________

This laundry list shall be filled up by the guest when he wants his
garments to be laundered. In the list, guest counts are indicated. This should
always be reconciled to prevent misunderstanding.

2. Validate actual counts of items against the one listed in the laundry list.

NLPC Hostel

LAUNDRY DEPARTMENT
Voucher No. 1

(Partial list of items only)

Name Guest: Mr. Jones Room No. 206 Date/ Time: September 10, 2016. 11:00 A.M.

Guest Hotel Articles Price Total Damages if
Count Count Amount any

FOR PRESSING (PARTIAL LIST)

22 Suit 35.00 70.00
40.00 80.00
2 2 Trousers 35.00 35.00
1 1 Jacket 50.00 100.00
2 2 Barong Tagalog 50.00 150.00
3 A3 Shirt Long Sleeves 45.00 90.00
25.00 25.00
2 2 Sport Shirt 5.00 5.00
1 1 Vest 30.00

1 1 Necktie 35.00
- - Silk Shirt 35.00
25.00
Others 20.00
FOR WASHING OR DRY CLEANING 20.00

2 2 Suit

2 2 Trousers

1 1 Jacket

2 2 Barong Tagalog
2 2 Sport Shirt

1 1 Vest 10.00

1 1 Necktie 5.00

- - Silk Shirt 20.00

Others Total P 795.00

Remarks or Extra charge __________
instructions from
guest, Sub Total __________
Sales tax __________

Service Charge 10% 79.50

Total Charge P 874.50

❖ In the list, the hotel count and the guest count are indicated. This should
always be reconciled to prevent misunderstanding. It already contains
the prices for the laundry service.

3. Check for possible damages like missing buttons, discoloration, etc. Indicate
the damage in the laundry list.

NLPC Hostel

LAUNDRY DEPARTMENT
Voucher No. 1

(Partial list of items only)

Name Guest: Mr. Jones Room No. 206 Date/ Time: September 10, 2016. 11:00 A.M.

Guest Hotel Articles Price Total Damages if
Count Count Amount any

FOR PRESSING (PARTIAL LIST) 35.00 70.00 Double creases
2 2 Suit 40.00 80.00 in sleeves
2 2 Trousers 35.00 35.00
1 1 Jacket 50.00 100.00
2 2 Barong Tagalog
50.00 150.00
3 A3 Shirt Long Sleeves 45.00 90.00
2 2 Sport Shirt 25.00 25.00
1 1 Vest 5.00 5.00
1 1 Necktie 30.00
- - Silk Shirt
35.00
Others 35.00
FOR WASHING OR DRY CLEANING 25.00
20.00
2 2 Suit 20.00

2 2 Trousers 10.00
1 1 Jacket
5.00
2 2 Barong Tagalog
2 2 Sport Shirt 20.00

1 1 Vest Total P 795.00
Extra charge __________
1 1 Necktie
Sub Total __________
- - Silk Shirt Sales tax __________

Others
Remarks or
instructions from
guest,

Service Charge 10% 79.50

Total Charge P 874.50

4. Inform the guest (if he is around) of the noted damage. If stains or damage
are found in the item, the valet runner or room attendant who picks up the

laundry will fill up the guest notification form (see damage advice) to notify the
guest of noted damage or any discrepancy. This notification is brought to the
guest by the room boy or bellboy. The guest shall acknowledge receipt of said
notification by signing his name. If the guest is not around, he checks it in the
presence of a floor guard or room boy/ supervisor who will be serving as
witness for damages.

NLPC Hostel

CP No.: 09353955314/ 09293589469

LAUNDRY DEPARTMENT
DAMAGE ADVICE

NAME OF GUEST: Mr. Mark Jones

ROOM NO: 203 DATE: September 30, 2010 TIME: 8:30 A.M.

We are constrained to return to you the attached laundry items in as much as we
have noticed the following on the garment when it was sent to us for laundry.

( ) Discolored areas spots (√) double creases

( ) stains ( ) deformity

( ) with shrinkage ( ) worn- out

( ) has shiny patches ( ) with cut/ tears

( ) not fit for the processing you requested ( i.e. not for machine wash out but for
dry cleaning to avoid damage.)

As these are in excess of what is normal, we cannot guarantee that the garment will
be laundered/ dry cleaned, pressed to your satisfaction. Please let us know what
you would like us to do.

(√) The other items are being processed to avoid further delay and will be
delivered to you shortly.

Your comments:

Thank you,
LAUNDRY DEPARTMENT

_______________________________
Guest Signature

Pick up items are place in plastic laundry bag (must be segregated to avoid
contamination) then place directly at the linen chute, then records in the logbook
all soiled linen were gathered from the chute, indicating the number of pieces for
each item and damages if any.

6. The soiled items are turned over to the linen in the charge. The latter shall
acknowledge receipt of the item by signing in the endorsement form in the
logbook.