Guest Clothes are Picked Up

Introduction

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.