CRT LEARNING MODULE 14

Course Code HM102

Course Title Housekeeping Procedures
Units 3
Module Title Laundry Linen and Guest
Clothes

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 College for Research & Technology of Cabanatuan

HOW TO USE THIS DIGITIZED LEARNING MODULE

Welcome to the module in Housekeeping Procedures. This module contains

training materials and activities for you to complete this module.

The Unit of Competency “Laundry Linen and Guest Clothes” covers the
knowledge, skills and attitudes required as part of the competencies to complete so
as to qualify in the National Certification in Housekeeping NCII.

You are required to go through a series of learning activities in order to

complete each learning outcome of the module. Each of the learning outcomes is
provided with Modules. Follow these activities on your own and answer the self-
check at the end of each learning outcome. You may remove a blank answer sheet
at the end of each module (or get the answer sheets from the online facilitator) to
write the answers for each self-check. If you have questions, don’t hesitate to ask
your facilitator for assistance.

This module was prepared to help you achieve the required competency in
Housekeeping NC II. This will be the source of Information for you to acquire
knowledge and skill in this particular trade independently and at your own pace, with
minimum supervision of help from your instructor.

 Talk to your online facilitator and agree on how you will both organize the
Training of this unit. Read each through the module carefully. It is divided
into sections, which cover all the skills and knowledge you need to
successfully complete this module.
 Work through all the information and complete the activities in each section.
Read Modules and complete self-check. Suggested references are included to
supplement the materials provided in this module.
 Most probably your facilitator will be your supervisor or manager. Your online
facilitator will support and correct you.
 Your online facilitator will tell you about the important things you need
consider when you are completing activities and it is important that you listen
and take notes.
 You will be given plenty of opportunity to ask questions and practice on the
job. Make sure you practice new skills during regular work shifts. This way
you will improve both your speed and memory and also your confidence.
 Talk to more experienced workmates and ask for their guidance.

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 Kindly the self-check questions at the LMS (EDMODO) to test your own
progress.
 When you are ready, ask your online facilitator to watch you online via Zoom
or Google Meet to perform the activities outlined in this module.
 Ask your online facilitator work through the activities: ask for written feedback
on your progress. Your online facilitator keeps feedback/pre-assessment
reports for this reason. When you have successfully completed each element,
ask the facilitator to mark on the reports that you are ready for assessment.
 When you have completed this module, and feel confident that you have
sufficient practice, your online facilitator will arrange an appointment with
registered assessor’s to assess you. The results of your assessment will be
recorded in your competency Achievement Record.

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 HOUSEKEEPING PROCEDURES

Contents of this Learning Module

No. Module Title Topic Code

1 Laundry Linen Collect laundry Module 14.1

and Guest for laundering
Clothes

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 MODULE CONTENT
MODULE TITLE : Laundry Linen and Guest Clothes

MODULE DESCRIPTOR:
This course is designed to enhanced the knowledge, skills, and attitude in
housekeeping specifically it covers provision of housekeeping services to the guest,
preparing room for the guest, cleaning the premises, provision of valet service,
laundry linen and guest clothes.

Number of Hours:
6 hours

LEARNING OUTCOMES:
At the end of this module you MUST be able to:

1. Pick up guest clothes in accordance with enterprise requirements.

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 MODULE 14.1

PICK UP GUEST CLOTHES

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).

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 If collecting items from the guest‟s room:
Always knock on the door (or ring the
bell) and identify yourself (the guest
may be undressed early in the morning)
Knock again before entering the
room. As you enter the room, always
identify yourself in a loud and clear
voice (“Good morning, laundry
service”)
Collect the items quickly and leave the
room making sure the door is locked

Cross or tick off the room number on your collection list

Check in each of the bags that
there is a completed laundry docket
and secure the bag closed so no
items can fall out
If the guest has not completed a
laundry docket, write the room
number/name on the outside of the
bag to identify where it came from
Place the bags in your trolley for delivery to either the in-house
laundry or the point of collection.

SAMPLE LAUNDRY RUNNER SHEET

Date: 08/04/2012 Collected by: Samantha

Room Guest name Laundry Dry clean Press only Time collected &
number
Special instructions

402 Jones

506 Tan URGENT –needs 2

hour wash

1518 Nguyen

1822 Bell

2020 Singh

4921 Markel Guest is deaf

716 Murphy

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PICK-UP IN-HOUSE ITEMS IN ACCORDANCE WITH ENTERPRISE
REQUIREMENTS

There are many ways in which both soiled and clean linen is moved within a
hotel property. All departments that use linen must be familiar with both the
collection and delivery systems that exist so that the laundry can wash all soiled
linen in a timely manner and return it for use back to the relevant departments so
that there are never any shortages.
There are many methods of handling linen and this will be influenced by
several factors: The size of the hotel
The layout of the hotel
The logistics within the property
The number of rooms and bathrooms
The star rating
How often linen is changed
The amount of linen storage cupboards throughout the property
The number of par levels
The operating hours of the laundry
Whether or not the hotel has a separate linen room or uniform room or
both
The quantities and types of linen used
The number of restaurants and their operating hours
Whether there is a gym, hairdresser, spa, and swimming
pool or massage rooms
Whether or not the hotel operates 24 hours a day (as in
a casino property)
Whether there is a linen chute from the floors directly to
the laundry.

Internal Transportation

Where the laundry is on-site at the hotel (OPL), transportation of linen to the
laundry may be done by laundry, housekeeping or restaurant staff.

Soiled linen may be delivered directly to the laundry via a chute from the guest
floors. The room attendants will strip the linen from the rooms and then place the
soiled linen down the chute .This method does save time and ensures that the
laundry has a consistent flow of soiled goods at all times.

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 In other hotels the linen may have to be collected manually from each floor and
packaged into trolleys or bags and then transported to the laundry via lifts and
corridors
In widespread hotels as on some island resorts, transport of linen may be by way
of a buggy to which trolleys are attached. This circulates across the property,
collecting and delivering linen to the maids‟ stations several times throughout the
day
Restaurant staff may also deliver soiled table linen directly to the laundry in
trolleys and bags
In some hotels there may also be a separate linen room from where all soiled
linen is received and counted and from where clean linen is issued. In this case all
clean linen is returned to this location from the laundry for re-issuing of the same
quantities back to the guest floors and restaurants.

Methods of Managing Linen Stock

There are essentially three different methods of managing linen stock when there is
an on-site laundry;-.
a) 1 for 1
b) Top up system
c) Requisitioning system
1 for 1
Each floor or restaurant is issued with an agreed par level of linen. With
this system, all items are exchanged clean for dirty. e.g. If the restaurant
uses 200 napkins then 200 clean napkins will be returned
In some hotels, for example, guest room floor pantries are set with correct
par levels for that particular floor. As room attendants remove soiled linen
from each room, they count the linen. These quantities are recorded on
their work sheet next to each room number
At the end of the day, the quantities are totalled and checked by the
Housekeeping supervisor and sent to the linen room or laundry for
replacement in exact quantities onto these floors

e.g. If the room attendants on the 43rd floor use:

46 Queen sheets
48 pillow cases
36 bath towels
29 hand towels
52 face washers

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 24 bathmats
12 bathrobes.
Then this will be the amount that is replaced in to the floor pantry on the 43rd floor.

Top up system

This is a system where no par levels are established so stock levels are just
"topped up" daily
This may lead to overstocking of items and uncontrolled costs. It may also
lead to extreme shortages of linen because there is essentially little or no
control over the linen. One restaurant may be short of linen whilst others
may have a stockpile. Similarly one guest floor may have excess of one
item such as bath towels where another floor has none.
e.g. Room attendants use linen and rely on laundry or housekeeping staff to
replenish the stock.

Requisitioning system

This is a system where the hotel keeps a stock of linen items in the linen
room. Each restaurant will requisition only what they need on
www.eventlinen.com.au on a daily basis. If the hotel does not have the
required stock, they may need to arrange temporary hire of some items
from an outside company.

See www.eventlinen.com.au

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 SELF CHECK 14.1

SHORT ANSWER:

1. What are the methods in managing linen stock?

2. How do we pick up guest clothes?

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