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SOP - Laundry Collection and Delivery, Handling Special Request

The document provides standard operating procedures for laundry collection and delivery services. It outlines steps such as greeting guests politely by name, confirming order details, informing guests when laundry will be ready and where to leave it for collection. It also describes how to collect laundry from guest rooms respectfully and check the items against the order form before processing. Overall the procedures aim to provide high quality, personalized service to guests.

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9K views14 pages

SOP - Laundry Collection and Delivery, Handling Special Request

The document provides standard operating procedures for laundry collection and delivery services. It outlines steps such as greeting guests politely by name, confirming order details, informing guests when laundry will be ready and where to leave it for collection. It also describes how to collect laundry from guest rooms respectfully and check the items against the order form before processing. Overall the procedures aim to provide high quality, personalized service to guests.

Uploaded by

sabeerssr
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPT, PDF, TXT or read online on Scribd
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SOP – Laundry Collection and

Delivery
Housekeeping Training
Laundry Service Order
 Answer 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 Order
 Professional 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 Request
Desk 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 Request
Desk 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 Request
Desk 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 Request
Desk 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 Request
Desk 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

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