Laundry Service in Guest Rooms Standards
Respectful room entry protocol: Knock, wait 10 seconds, announce department, knock again if needed and enter only when appropriate.
Careful handling of guest garments: Treat all clothing with the highest care, ensuring no damage or loss and always read labels.
Accurate collection, return & charges: Ensure all items are collected, recorded, and returned correctly and on time. Exchange tokens for laundry sheets with the correct recipients and ensure reception logs service charges.
Immaculate cleaning quality: Garments returned clean, pressed, odor-free, and in excellent condition.
Refined presentation always: Items returned neatly folded or on quality hangers, presented in a luxurious manner.
Attention to personal belongings: Return any items found in garments and inform the guest appropriately.
Clear communication of issues: Inform guests promptly if stains cannot be removed or delays occur.
Timely & discreet service: Deliver and collect laundry efficiently while minimizing guest disturbance. Always identify order if express or standard and proceed accordingly to meet expectations.
Global Standards
Guest acknowledgment: recognise the guest by name, identify guest preferences, and create meaningful connections.
Eye contact: Maintain natural, confident eye contact to show presence and respect.
Smile and say “bom dia”: this is our meaningful warm interaction towards all.
Body language: Upright posture, calm movements, and composed, confident presence at all times.
Interaction/Engage with guests: identify golden nuggets and gather feedback.
Close every interaction with “thank you” and a wish: always thank a guest or employee and say something like, "Wishing you a great week ahead!"
Service recovery & communication excellence: Take ownership, resolve issues promptly, and communicate clearly with warmth and professionalism. You should say “certainly, let me come back to you...”