HOUSEKEEPING DEPARTMENT

TRAINING PROGRAM FOR LAUNDRY

TRAINING PROGRAMME FOR LAUNDRY

1. Laundry organization.2. Laundry machines.3. Receiving and answering the phone call.4. How to pick up the guests’ laundry.5. How to check and record guests’ laundry.6. How to mark and sort the items.7. How to know the different fabrics.8. How to use the laundry chemicals.9. How to do hand washing. 10. How to operate the dry cleaning machine.11. How to operate the washing machine.12. How to operate the tumble dryer and pressers.13. How to press a shirt/ jacket/ trousers….

TRAINING PROGRAM FOR LAUNDRY (cont.)

14. How to fold and hang the items.15. How to know the quality of pressing.16. How to set up and package items before delivering guests’

laundry.17. How to calculate the laundry bill.18. How to deliver guests’ laundry.19. How to clean the laundry machine and equipment.20. How to observe and listen to the sound of the machines.21. When and why you have to inform and send work-order to

Engineering department on time.22. How and why we have to use log-book.

1. LAUNDRY ORGANIZATION

1- Laundry Supervisors.

2- Valet runners and checker.

3- Washer and dry cleaner.

4- Pressers.

2. LAUNDRY MACHINE

1. Washing machines.2. Tumble dryers.3. Dry cleaning machine.4. Dry cleaning presser.5. Laundry presser.6. Flat work ironer.7. Hand ironer.8. Form finisher.

3. RECEIVING & ANSWERING PHONE CALL

LA : Laundry, good morning/good afternoon/good evening Mr. Bill. Nam’s speaking, how may I help you.

G : Good morning, could you please pick up my laundry?LA : May I have your room number, Mr. Bill.G : Villa No. 18.LA : Thank you, Mr. Bill. We’ll come very soon.G : I am going out very soon, just open the door to get it. I’d like to ask something please tell your supervisor

coming. I’m waiting for you.LA : Thank you, my supervisor comes right away.

- Remember to let the guest hang up first.

4. HOW TO PICK UP GUEST’S LAUNDRY

1- Get the correct key.2- Knock the door or press the bell button the speak

“Laundry service”. If there is no answer, repeat 2 more times, 5 seconds between each time. If the guest is not in just open the door then pick up his/hers.

3- If guest opens the door, greet him/her :-Good morning Mr./Mrs..

- Good afternoon Mr.…May I pick up your laundry? Thank you and have a nice day.

4- If guest wants us to fill up the bill please be patient to help him/her. Record carefully his/her instructions.

5- Bring items to laundry as soon as possible for checking.

5. HOW TO CHECK & RECORD GUEST’S LAUNDRY

STEP 1 : Check the Laundry list first to find out all requests from the guest:

- Normal service or Express service.- Fold or hang items.- Dry cleaning or washing or pressing only.- Heavy or light starch.- Other special instruction.

STEP 2 : Separate and count each kind of items, for example:- Shirt 2pcs- Trousers 3pcs- Socks 2pair- Underpants 3pcs- Undershirt 3pcs.

5. HOW TO CHECK & RECORD GUEST’S LAUNDRY

STEP3 : Check one by one each items and record carefully in color, trade

mark, situation on the items. For example:3 trousers - 1dark blue, Polo, one button

missing. - 1 black, Piere cardin, stains on right

sleeve. - 1 brown, Dunhill, faded color.

STEP 4 : Count the total pcs then record in the “ Hotel count” coluum.

STEP 5 : Mark items follow the code: LA 1234/DC 1224…STEP 6 : Dividing the items into the buckets then inform

the washer all situations.

6. HOW TO MARK AND SORT ITEMS

Marking code : LA 09 – LA is items sent from 6am to 10.30am. - 09 is number of villa.LB 18 - LB is items sent from 10.30 to 2.00pm.LC 21 – LC is items sent from 2pm to 7pm.EX 27 - Express service.DC 09 - Dry cleaning.PO 08 – Pressing only.

Marking place :Trousers : Mark on the belt string in front.Shirt & other items mark on the label.

We should be very careful to choose the right place for marking avoid damaging guests’ laundry.While you are marking always prepare 3 big buckets for sorting items. One for DC, one for Laundry, the last one for PO. The buckets must be always clean.

Sort the items which got a lot of stains and send for spotting first. Specially for the dry cleaning ones.

7. HOW TO KNOW THE DIFFERENT FABRICS & HOW TO TREAT THEM

1- Material : 2- Treatment / Handling. - Cotton 100% - Dry cleaning & washing both can. - Wool - Dry cleaning & washing both can. - Velvet - Dry cleaning & washing both can. - Silk - Dry cleaning & washing both can. - Rayon - Dry cleaning & washing both can. - Felt - Dry cleaning & washing both can. - Feather - Dry cleaning & washing both can. - Leather - Dry cleaning - polish - Polyester - Washing & dry cleaning both can. - Satin - Washing & dry cleaning both can. - Nylon - Washing only.

On each garment there is always a label with the guiding symbol, we should see it you will know how to treat. But they are not correct 100%, we should study more and have feeling about fabrics.If you are not sure, please check with your Supervisor, your manager.

8. HOW TO USE LAUNDRY CHEMICAL

1- CHEMICAL FOR DRY CLEANING- Perchloroethylene:( filling in DC

machine) remove grease, oil & fat solvent

- Quick go : Remove blood, milk, vomit, ice-cream, candy, liquor,

chocolate, ketchup.- Bon go : Remove beer, coffee,

tea, wine, soft drink.- Tar go : Remove furniture polish,

crayon, grass grease, hair dressing,

ink, lipstick, tar, make up, mascara,

nail polish, ointment, paint, Asphalt,

Salad dressing, shoes polish.- Rust go : Remove rust.- Yellow go : Remove dyes and red

clay.

2- CHEMICAL FOR WASHING- Alkali builder (for white & colour

items)- Main wash detergent (for white &

colour items)- Oxygen bleach ( for white & strong colour)- Chlorine bleach ( for white items

only)- Emulsifier (for F&B, kitchen linen)- Sour (for all items)- Fabric softener (for all items)- Starch ( for F&B, cook jacket)

9. HOW TO DO HAND-WASHING

THE FABRICS NEED TO BE HAND-WASHED: (if we must wash them)

- Silk - Satin- Rayon - wool

STEP IN HAND-WASHING : - Check the instruction symbols for garment care or can realize with our eyes.- Separate the different coloured items, check all stains, holes, torn, button missing.- Deep the items in to fresh water make them all wet.- Use body soap, dissolve properly with warm water then soak them in 5-10 minutes.- Wash them in fresh water at least 4 time, make sure all soap must be remove.- Extract them softly then hang them perfectly on the rack separately avoid running colour.- We can dry them on the form finisher by blowing to avoid water ring..

10. HOW TO OPERATE DRY CLEANING MACHINE

BEFORE STARTING THE MACHINE :- Remember to separate -Same colour items.

- Delicate items.- Thick or thin items.

- Remember to check - All pockets.- Any damaging- Any stains or faded colour.- Any torn

- Check the drum to see any sharp thing left inside.- Put one by one in to the drum of dry cleaning machine.- Check the solvent see clean or dirty.- Close the door of dry cleaning machine properly .- Choose the correct program Ex : - Program 1 ( for the white items)

- Program 2 ( for bright items) - Program 3 ( for black items)

- Press the “ Start” button.

11. HOW TO OPERATE WASHING MACHINE

BEFORE STARTING THE MACHINE :- Remember to separate -Same colour items.

- Delicate items.- Thick or thin items.

- Remember to check - All pockets.- Any damaging- Any stains or faded colour.- Any torn

- Check the drum to see any sharp thing left inside.- Put items has been weighted in to the drum of washing machine.- Close the door of washing machine properly .- Choose the correct program Ex : - Program 1 ( for coloured uniform)

- Program 2 ( for bed sheets and towels)

- Program 3 ( for F&B, cook linen )- Press the “ Start” button.

12. HOW TO OPERATE TUMBLE DRYER

BEFORE STARTING THE TUMBLE DRYER :- Remember to separate -Same colour items.

- don’t dry Delicate items.- Remember to check

- Any damaging after washing.- Any stains or faded colour.

- Check the drum to see any sharp thing left inside.- Put items into the drum of washing machine.- Make sure do not put over load.- Close the door of tumble dryer properly .- Choose the correct temperature and correct time.- check the cotton dust lint under the drum.

- Press the “ Start” button.

13. HOW TO PRESS A SHIRT

- DON’T LET THE SHIRT TOO WET OR TOO DRY.- PRESS THE COLLAR PROPERLY- PRESS THE CUFF, THEY MUST BE ROUND.- SET THE SLEEVES PLEAT CORRECTLY BEFORE PRESS THEM.- PRESS THE SHOULDERS.- PRESS THE BODY ROUND FROM RIGHT TO LEFT OR LEFT TO

RIGHT.- MAKE SURE THE SUFACE AND SEAMS MUST BE STRAIGHT.- HEM OF SHIRT MUST BE EVEN AND STRAIGHT.- PAY ATTENTION TO THE BUTTON AS IF ANY BROKEN OR MISSING

AFTER PRESSING.- USE HAND-IRON TO TOUCH UP IF IT’S NECESSARY.- HANG THE FINISHED SHIRT ON HANGER WITH TOP-BUTON CLOSE.

13. HOW TO PRESS A JACKET

- PREPARE THE FORM- FINISHER MACHINE.- PRESS THE COLLAR ON THE DRY CLEANING PRESSER FIRST.- WEAR THE JACKET PROPERLY ON THE FORM FINISHER.- SET THE SLEEVES SUPORTER INSIDE THE SLEEVES CORRECTLY.- USE THE HEM CLIPS TO PULL THE BODY OF THE JACKET DOWN.- PRESS THE STEAM AND BLOW BOTTON.- AFTER STEAMING LET IT BLOW INTILL THE JACKET IS FLAT AND

SMOOTH.- CHECK THE BUTTONS, HEM, POCKET AND FLAPS FLAT AND WRINKLE

FREE.- NEVER PRESS CREASES ON THE SLEEVE OF JACKET.- HANG THE FINISHED JACKET ON THE WOODEN HANGER PROPERLY.

13. HOW TO PRESS A TROUSERS/SLACKS

- ALL OF THEM MUST BE DRRIED.- CLOSE THE ZIPPERS THE PRESS ROUND WAISTBAND AND HIP.- MAKE SURE SEAMS MUST BE STRAIGHT, HIPS SHAPED

CORRECTLY, POKETS PRESSED FLAT.- SET UP TWO TUBES TOGETHER THEN PRESS ONE BY ONE.- MAKE SURE NO DOUBLE CREASES, NO SEAM IMPRESSIIONS.- FRONT PLEATS MUSTBE STRAIGHT, THE BACK ONE TOUCH TO

THE I/3 BUTTOCK.- HANG THE FINISHED ONE ON TWO- CLIP- HANGER OR WOODEN

HANGER WITH ROUND BAR.- MAKE SURE THE TAG OF ROOM No. STILL LEFT ON THE FRONT

BELT.- NO PLEAT ITEMS SHOULD BE PAID ATTENTION TO.

14. HOW TO FOLD AND HANG ITEMS

Practice on the job training.Socks, underpants, undershirt are all folded and put in one small plastic bag.

15. HOW TO KNOW THE QUALITY OF PRESSING GUEST’S LAUNDRY

(pictures)

16. HOW TO SET UP & PACKAGE GUEST’S LAUNDRY BEFORE DELIVERY

Practice on the job training. - Divide the clean items each box on the shelf with correct room number. - Looking for all small items: socks, underpants…. - Count the items in the basket and hanging items. - Record room number, number items in the basket,

put hanging items in plastic bag, then tick the bill on

the left of the plastic bag or stick on the top of basket (if

all items are folded).

17. HOW TO CALCULATE LAUNDRY BILL

Practice on the job training.- Calculate each section- Calculate totals of all sections - Add 10% of service charge- Add 10% of the total of all sections and service charge.

18. HOW TO DELIVER GUEST’S LAUNDRY

Practice on the job training.- Hang the items follow the villa number depend on

which villa first, priority for express service.- Put all basket under the hanging items, which one need

to be delivered first put it on the top.

19. HOW TO CLEAN LAUNDRY MACHINE & EQUIPMENT

Practice on the job training.- Clean from the top down- Clean from inside to outside- Which need to be clean daily and which one need to be clean monthly.

20. HOW TO OBSERVE AND LISTEN TO THE SOUND OF THE MACHINES

While you are working try to see what is happening around us. If you see some strange symptom on the machines you have to inform supervisor or manager immediately. When the machines are operating normally the sound is very nice, but a strange noise appears you should know and inform to supervisor or you have to switch off the machines right away.

21. WHEN & WHY WE SHOULD INFORM OR SEND WORK-ORDER TO ENGINEERING

You should know when there is no air: the door of washing machines and dry cleaning machine can not open, the presser can not do as normal.

- Why the water from the washing machines can not drain: the line stuck at the drain pipe or the problem with the automatic valve.

- Why it takes long time for tumble dryer to dry items: check the steam valve income.

22. THE LOG-BOOK

Log-book gives all information, helps the smooth operation of Housekeeping department, that is precious diary for the machines.

Log-book is also a history book to look for the event happened in the past when our guests want to check something like un-delivered items, lost and found items…

The communication will be perfect if the record in the log-book is detail.