1、DEVELOPMENT OF HOTEL SKILLS & STAFF PERFORMANCE SHERIF NOAMAN LAUNDRY MANUAL DEVELOPMENT OF HOTEL SKILLS & STAFF PERFORMANCE / SHERIF NOAMAN Laundry Department Manual Prepared by: Sherif Noaman January 1997 DEVELOPMENT OF HOTEL SKILLS & STAFF PERFORMANCE SHERIF NOAMAN LAUNDRY MANUAL DEVELOPMENT OF H
2、OTEL SKILLS & STAFF PERFORMANCE / SHERIF NOAMAN Page 1. Organization Chart 1 2. Working Hours and Vacation Plan 2 3. Job Description Outlines Laundry Manager Supervisor Guest Contact Coordinator Sorter Valet Attendant Dry Cleaning Operator Hand Washer Machine Washer Valet Presser Uniform Finisher Fl
3、at Worker 4. Operating Procedures for Guest Laundry Services Pick up Guests calls Collection Processes Delivery Express Service 5. Operating Procedures for Washing F&B Linen Room Linen Spring Cleaning 6. Operating Procedures for Dry Cleaning Guest Clothing Staff Uniforms Spring Cleaning 7. Operating
4、 Procedures for Hand Ironing and Pressing Guest Clothing Staff Uniforms DEVELOPMENT OF HOTEL SKILLS & STAFF PERFORMANCE SHERIF NOAMAN LAUNDRY MANUAL DEVELOPMENT OF HOTEL SKILLS & STAFF PERFORMANCE / SHERIF NOAMAN (Continued) Page 8. Operating Procedures for Flatwork Ironing F&B Linen Rooms Linen 9.
5、Equipment Introduction Maintenance Disposal 10. Chemicals Laundry Supply Items Dry Cleaning Supply Items 11. Special Procedures File Procedure Guest Laundry Hold Lost & Found DEVELOPMENT OF HOTEL SKILLS & STAFF PERFORMANCE SHERIF NOAMAN LAUNDRY MANUAL DEVELOPMENT OF HOTEL SKILLS & STAFF PERFORMANCE
6、/ SHERIF NOAMAN 2. Staff Working Hours Position Title Working Hours Laundry Manager 8:00 - 17:00 Guest Contact Coordinator 6:00 - 15:00 Supervisor 1 14:30 - 23:00 Supervisor 2 7:30 - 16:00 Sorter 1 (Shift monthly rotation) 6:30 - 15:00 Sorter 2 8:30 - 17:00 Sorter 3 14:30 - 23:00 Valet Attendant 1 (
7、Shift monthly rotation) 6:30 - 15:00 Valet Attendant 2 10:30 - 19:00 Valet Attendant 3 14:30 - 23:00 Valet Attendant 4 14:30 - 23:00 Hand Presser1 (Guest clothing - shift monthly rotation) 5:30 - 14:30 Hand Presser 2, 3, 4, 5 8:30 - 17:00 Hand Presser 6, 7 14:30 - 23:00 Dry Cleaning Operator 1 6:30
8、- 15:00 Dry Cleaning Operator 2 14:30 - 23:00 Hand Washer 1 (Guest Clothing) 6:30 - 15:00 Hand Washer 2 14:30 - 23:00 Machine Washer 1 & 2 (F&B Linen) 6:30 - 15:00 Machine Washer 3 & 4 (Rooms Linen) 14:30 - 23:00 Uniform Finisher 6:30 - 15:00 Flat Worker (am) 6:30 - 15:00 Flat Worker (pm) 14:30 - 23
9、:00 Vacation Plan: No vacations or Public Holidays are to be allowed during the high season. Staff will take their entitled vacations and public holidays during the 1st half of the year, if possible, they should finish their vacations entitlements before the end of September. All vacation leave appl
10、ications will have to be ultimately signed and approved by the Department Head. DEVELOPMENT OF HOTEL SKILLS & STAFF PERFORMANCE SHERIF NOAMAN LAUNDRY MANUAL DEVELOPMENT OF HOTEL SKILLS & STAFF PERFORMANCE / SHERIF NOAMAN 3. Job Description Outlines Laundry Manager Supervises daily operation, monitor
11、s quality and working performance of staff. Maintains the highest standard of Guest Laundry and House Laundry at all times, including the dry cleaning service. Maintains the prompt delivery of Guests Laundry at all times. Prepares work schedules. Issue work orders for defected equipment. Maintains c
12、ost within budgeted figures Handles guest comments and complaints properly and keeps the Executive Housekeeper informed. Operating Supervisor Works in close coordination with the Laundry Manager. Prepares working schedule for staff to ensure highest efficiency of time utilization. Maintains the Hote
13、ls standard by monitoring continuously the quality of the laundry products. Straighten out any discrepancy in guest laundry and dry cleaning. Directs the training of the new staff to meet Hotel standards as soon as possible. Ensures that all laundry equipment and machines are periodically maintained
14、 by the Engineering Department. Maintains stock in a way to have enough chemicals for weekly consumption. Guest Contact Coordinator Handles all telephone calls both from guests and other departments. Helps in dealing with guests concerning Laundry effectively and to consult with Laundry Manager and
15、Operating Supervisor when a decision is in order. Makes all clerical work in the Guest Laundry Service Section. Issues work orders for any defects in machinery and follows up. Handles all laundry left behind by guests. Handles Lost and Found properly Prepares guest laundry bills and makes daily summ
16、ary report. Assists other sections in the department whenever possible. Carries out other assignments given by Laundry Manager or Operating Supervisor. DEVELOPMENT OF HOTEL SKILLS & STAFF PERFORMANCE SHERIF NOAMAN LAUNDRY MANUAL DEVELOPMENT OF HOTEL SKILLS & STAFF PERFORMANCE / SHERIF NOAMAN Sorter
17、Handles all items received according to hotel policy and procedures by checking, marking and sorting all guests laundry including dry cleaning. Checks guest clothing for tears, faded colors or missing buttons and then reports any damages. He checks pockets for any valuable things and makes note on g
18、uest list for information. Checks and compares counts. Guest count and hotel count must be identical. If not he should report to his supervisor. Counts and checks items before returning to guest to ensure quality control and count. Picks up guest calls by names, occasionally. Valet Attendant Collect
19、s and delivers guest laundry, dry cleaning, pressing items in alternation, to and from the guest or floor pantries, according to the telephone record sheet. Inspects clothing before dispatch and report to supervisor any items found in pockets of guests or damages. Ensures that guest laundry, dry cle
20、aning and pressing are collected and returned as quickly and efficiently as possible. Checks carefully on the quality of guest items and the count before return to guests. Pick up guest calls by names occasionally. Dry Cleaning Operator Responsible for both dry cleaning of guest clothing and staff u
21、niforms. Handles spring cleaning items from Housekeeping if required. Helps pressers to carry out the finishing work and staff uniforms as well. Handles the cleaning jobs requested by Housekeeping. Hand Washer Responsible for cleaning the guest clothing, staff uniforms and other articles. Ensures ap
22、propriate separation and selection of the program and chemicals. Makes sure that guest clothing are being processed in a proper way, whether hand or machine washed. Machine Washer Responsible for washing all soiled linen of rooms and F&B. Makes sure that the linen is being cleaned in a proper way. D
23、EVELOPMENT OF HOTEL SKILLS & STAFF PERFORMANCE SHERIF NOAMAN LAUNDRY MANUAL DEVELOPMENT OF HOTEL SKILLS & STAFF PERFORMANCE / SHERIF NOAMAN Classifies the linen prior to cleaning, according to the timing of users needed. Always checks the automatic chemical dispenser is working properly and has enou
24、gh chemicals in the container. Handles stains removal if required. Keeps the Manager or supervisor informed in case of any defect in machinery. Valet Presser Presses all Hotels guest garments and dry cleaning up to the Hotel standard. Processes staff clothing should they require ironing. Folds guest
25、 shirts properly in preparation for return to guest. Reports any damages detected or buttons missing to supervisor or directly to sorter for fixing. Uniform Finisher Responsible for pressing, ironing all staff uniforms and other articles as assigned by Housekeeping. Flat worker Finishes all rooms an
26、d F&B linen by flatiron. Dry and folds towels. 4. Operating Procedures for Guest Laundry Pick Up Guests Calls When guests call down to send their laundry, the Guest Contact Coordinator will answer the phone. He should refer to the guest by his name and write down the guests requests and room number
27、in the telephone call control sheet. Collection Ordinary Service (Person responsible is the Valet Attendant) Collection Delivery 6:30 - 9:00 am 4:00 pm 9:00 - 11:00 am 5:00 pm 11:00 am - 3:00 pm 9:00 pm 3:00 - 11:00 pm Following day DEVELOPMENT OF HOTEL SKILLS & STAFF PERFORMANCE SHERIF NOAMAN LAUND
28、RY MANUAL DEVELOPMENT OF HOTEL SKILLS & STAFF PERFORMANCE / SHERIF NOAMAN Any outstanding requests are checked from telephone call Control Sheet and from Guest Contact Coordinator. The items are collected from guest rooms, floor butler, floor pantries and taken to the Laundry Department by using the
29、 service elevator No. 3 only. Processes All items being sent for laundry, dry cleaning and pressing have to be checked. Important Steps Key points Front Flat on table, pockets, overlap and buttons Back Flat on table, lengthwise rips, hotels Side Folds Square shoulders. Crease parallel to back seam.
30、Sleeves Short lay flat, long fold back Button Button edge to belt square, no cracks Final Fold To bottom edge of collar. Hold left hand a belt square. Collar neat. Laundry Procedures Marking: Sort them out according to the classification on the laundry list. Count number of each item. Detail shortag
31、es Write down the correction against the appropriate item in the laundry list. Check care instructions carefully. Check each garment for damage, color fading, stains, buttons missing, tears, etc. Report any unusual condition, including value items left behind to the Laundry Manager or person concern
32、ed. Ensure the mending items are repaired e.g. tears, buttons missing, etc. Separate machine washing from hand washing items according to fabric and color. All express items must be handed over to the washer or dry cleaning operator. Washing Wash all soiled items. Take great care that no damage occu
33、rs and be careful not to overload the machine. DEVELOPMENT OF HOTEL SKILLS & STAFF PERFORMANCE SHERIF NOAMAN LAUNDRY MANUAL DEVELOPMENT OF HOTEL SKILLS & STAFF PERFORMANCE / SHERIF NOAMAN Separate the clothes according to their colors and type of fabric and according to the program required. Check t
34、he pocket and damages or unusual condition of Guest Laundry and staff uniforms. Heavily soiled items need to have special chemical process before the normal washing process. All shirt cuffs and collars or any other dirty clothes must be brushed with chemical before being taken to the machine. The cl
35、othes which have to be extracted upon the decision of the washer: 1. Items which can be put into the Hydro-Extractor. It normally takes about 2 to 3 minutes. 2. Items which cannot be put into the tumble dryer, have to hang dry. 3. The washer must check the temperature and timing properly according t
36、o the fabric. Washer is also responsible for cleaning the machine and working area at the end of every working day. Pressing Processes all items up to the Hotel set standard. Ironing By machines such as ironing, steam pressing, etc. To be folded properly To be sent to the packing area Hand iron all
37、materials and items which cannot be processed by pressing machine. Reports any unusual condition of items such as missing buttons, discolored clothing, etc. to the Supervisor or Sorter directly. Always check the quality of own finished work before passing it to the packing area. Sorting When the clo
38、thes have been processed, they are passed to the sorting area. Sort out the clothes according to the Guest Room Number in the original Laundry List. Final check the standard of washing, pressing and ironing. Remove the marking tape of the number from the clothes Put the clothes properly into the pap
39、er box and attach the slip as well Items which are to be sent back on hangers will be kept on the rail and put together according to the number of items in the list. DEVELOPMENT OF HOTEL SKILLS & STAFF PERFORMANCE SHERIF NOAMAN LAUNDRY MANUAL DEVELOPMENT OF HOTEL SKILLS & STAFF PERFORMANCE / SHERIF
40、NOAMAN Put the paper tag over the cloth-hanger on each package to identify the room number to be delivered to the guest. Folding Fold guest items properly after washing and ironing processes, e.g. underwears, T-shirts, etc. to be returned to guests. Check again for repair / damage especially buttons
41、. Normally shirts will be folded except if requested on hangers. Packing Check for quality of the finished laundry / dry cleaning / pressing and make sure that the correct number of pieces on guest laundry list is ready to be returned. Wrap the Laundry box with the gift paper and put a piece of orch
42、id on the box. Attach the Laundry Slip by sticking on width of the box, in a visible manner. Dry Cleaning Procedures Dry Clean: All steps of the processes are the same as in Laundry procedures. Operating Items which are to be Dry cleaned are to be put into the Dry-Cleaning machine Check again the it
43、ems, especially, the pockets and damages before putting into the machine. Test the buttons with the solvents Protect the buttons with Aluminum Foil if required. Cry cleaning operator is also responsible to regenerate the solvents by cleaning the solvents filters daily. Pressing Procedures Items whic
44、h are to be pressed only, will be handled by both valet boys and pressers. Use the red marking tape for pressing service. After marking the room number on the clothes, hand it over to the presser. Valet and Sorter have to follow up all the pressing items in a way to make sure they return to guest as
45、 fast as possible. Valet boy is to check the quality of the pressing before returning items to the guest. DEVELOPMENT OF HOTEL SKILLS & STAFF PERFORMANCE SHERIF NOAMAN LAUNDRY MANUAL DEVELOPMENT OF HOTEL SKILLS & STAFF PERFORMANCE / SHERIF NOAMAN Items of VIPs should be carefully handled. Items pres
46、sed, will be returned on hangers, unless specified otherwise by the guest. Delivery Persons responsible for the guest laundry is the Valet Attendant. Schedules of the delivery are 4:00 pm, 5:00 pm and 9:00 pm and at noon next day for the items collected in the last three hours. Do not know on the do
47、or or phone when the Do not Disturb sign is hung at the door knob. Leave a Do not Disturb advisory card under the door for the guests knowledge. Items on hangers are to be put in the wardrobe and items folded are packed in the laundry box and will be left on the bed in a visible manner. For VIP gues
48、ts, delivery will be handled by Butlers, to avoid disturbing them unnecessarily. Express Service Valet Attendant collects from the guest or butler and passes to sorting area processing. Express Service will be recorded with the delivery time required in the control record book. Guest department date
49、 and time is to be checked, charges should be made immediately, if guest is expected to depart on the same day. When the sorter receives the express laundry, he will quickly sort them out and mark the number on the items. Sorter and Valet are responsible for follow up on express items and see to it
50、that they are returned as fast as possible. Express service items will be charged double the regular service, except for guests in suites and VIPs. 5. Operating Procedures for Washing: F&B Linen Sort out the linen according to the soil level. Classify the linen such as white napkins, colored napkins
