Course: HOUSEKEEPING OPERATION Instructor/s:

Course Code: Units: Date Revised:

LESSON NO. 3

I. COURSE CONTENT: PROVIDING LAUNDRY SERVICES

II. OBJECTIVES:
At the end of this module, you will be able to:
a) Understand the roles and responsibilities of a laundry attendant;
b) Perform proper collection of laundry;
c) Perform standard laundry procedures;
d) Processing laundered items; and
e) Perform returning of laundered items.
III. SOURCES:
a)
IV. LESSON:
I. Laundry Attendant
RESPONSIBILITIES OF A LAUNDRY ATTENDANT
The Laundry Attendant is responsible in collecting and washing
dirty clothes of customers and hotel beddings and uniforms. They
also perform ironing, folding and the distribution of laundry items
to its designated destination.
Duties & Responsibilities:
 Counts articles to verify quantities on laundry requisitions.
 Tag, sort and pre-treat guest’s laundry items in accordance
with organizational requirements.
 Inspect guest items for damages and stains and report any
damages to the laundry supervisor.
 Ensure the proper use, storage and maintenance of laundry
equipment, tools and supplies.
 Perform spot cleaning procedure on heavy soiled/ stained
and contaminated articles.
 Perform washing of guest items according to property’s
standard procedures.
 Perform mending and repair of guest garments.
 Fold and place laundry item in appropriate storage area.
 Operate laundry machinery such as washers, driers and
ironers.
 Perform pressing / ironing according to prescribed
procedures.
 Responsible for sewing or mending of guest clothes.
 Figure bills to be attached to guest laundry.
 Clean and maintain work areas.
 Transport clean laundry to storage areas.
 Perform other duties as maybe assigned by the supervisor
II. Collect Laundry
ON PREMISE LAUNDRY (OPL)
This is where the laundry is situated somewhere within the hotel
premises. The hotel will be able to process all hotel linens for use
in hotel rooms and restaurants. In some cases, the hotel may also
have a dry cleaning facility which will enable them to process all
items needing to be dry-cleaned including guests’ clothing and
hotel soft furnishings.
Where there is an OPL, the hotel will own all the laundry
equipment, all linen items and employ all laundry staff. The hotel
will also be responsible for maintaining all laundry equipment.
These are advantages and disadvantages to having on OPL
ADVANTAGE OF OPL
 The hotel has total control over the quality of linen used
because they can select and buy the quality and quantities
required
 The hotel has total control over the quality of the
laundering and finishing processes
 The hotel has total control over the scheduling of staff
working hours and the scheduling of maintenance and
repairs i.e. Staff may be rostered off during quiet periods
and rostered for extended hours if necessary during very
busy periods
 Where the OPL also processes guest dry cleaning and
laundry, the revenue generated from this will help to offset
some of the operating costs.
DISADVANTAGES OF AN OPL
 The hotel will have to outlay a large amount of initial capital
expenditure to purchase all laundry equipment including its
installation and ongoing maintenance
 The hotel will have to outlay a large amount of capital
expenditure to purchase all hotel room and restaurant
linens and its ongoing replacement
 The hotel will need to find a location for the installation of a
laundry facility. This may mean that space that could be
used for revenue generation, such as a restaurant or
additional guest rooms, may be sacrificed for this purpose
 There will be additional staff to recruit, train and manage
 The hotel will need to purchase all laundry supplies such as
chemicals, trolleys, packaging, and coat-hangers
 The hotel will incur additional utility costs including gas,
electricity, water and sewage costs
 There will be a “noise and vibration” factor associated with
washing machines and dryers. The laundry will need to be
located well away from guest rooms and guest areas
 The hotel will need to have ample storage areas to store
both clean and soiled linen
 In the case of major machine breakdowns, laundry staff
may be idle and production halted, causing disruption and
linen shortages to the operation.
ADVANTAGES OF OFF-SITE LAUNDRY
 All capital expenditure of machinery and linen is the
responsibility of the laundry service provider
 All utility, maintenance and staffing costs are borne by the
laundry service provider
 Regular scheduled deliveries and collection times
 The hotel will know all unit processing costs and can budget
accordingly
DISADVANTAGES OF OFF-SITE LAUNDRY
 Off-site laundry providers may not accommodate requests
from hotel owners to purchase specific styles of linen items.
(Five star hotels may have to use the same quality linen as
a two star property, for example)
  The hotel operator does not have full control over the
quality of linen processing
 The hotel will need staff to count all clean linen received
and check against the delivery docket. Shortages and
damaged linen will need to be managed so that pre-
determined stock levels can be maintained
Because the laundry is located off-site, there is less flexibility and,
should there be a need for certain items such as additional
napkins, the level of service to the guests may be compromised
because of an inability to make an extra delivery to the hotel or to
make an urgent delivery when there are shortages.
DEALING WITH OUTSIDE LAUNDRY CONTRACTORS
Should the hotel decide to use contractors for the supply of
laundry or dry cleaning services, it is extremely important that
initial negotiations cover all aspects of servicing the hotel’s
operation and that a written contract is agreed upon for a
definitive time. It is also prudent for the key Hotel operations
personnel to inspect the laundry to ensure that volume can be
handled and to ensure a high standard of cleanliness and hygiene
is maintained. References from current clients should also be
reviewed.
Issues that should be covered in a contract should include but are
not limited to:
 The quality of linens provided specifying fibre content and
sizes of all items
 The items that are to be provided or washed. This will
depend on whether linen will be leased from the laundry or
owned by the hotel and washed by the laundry
 The par levels to be maintained by either party
 Days of the week that soiled laundry will be collected and
clean items delivered including frequencies of these e.g.
twice a day or three times a week
 Approximate delivery times – these must meet the needs of
the hotel
 The provision of transport equipment – whose responsibility
is this? Will trolleys or bags be used?
 Provision of service in the case of major equipment
breakdowns or emergencies (e.g. fire at the laundry)
 Procedures for rewash of linen received with stains (to
avoid additional costs)
 Procedures for replacing linen that is worn or damaged
(what is and isn’t acceptable)
 Procedure for charging the hotel should there be abuse of
linen by hotel staff
 Procedure for incorrect deliveries or shortages
 How linens will be packed (consider logistics of the hotel)
 Procedure for compensation should the laundry damage
hotel linen, staff uniforms or guests’ laundry and dry-
cleaning. This is usually stipulated on the guest laundry
docket to protect all parties
 Provision of the necessary summary sheets, guest laundry
dockets and laundry bags for placement in the hotel rooms
(who will pay for these and what do they look like?). How
will processed guest laundry and dry cleaning be presented
and packaged?
 Pricing for guests and staff laundry including possible
discounts
  Procedure for stocktakes
 Unit price per item processed
 The security of all hotel linens
 Contact persons at the laundry and/or hotel to deal with
issues arising from the contract
 Payment terms
 Length of contract
 Termination and renewal of contract.
IDENTIFY THE EQUIPMENT THAT MAY BE FOUND IN AN ON-
PREMISE LAUNDRY
Depending on the size of the laundry premises and the size of the
hotel it needs to service, equipment types and sizes will vary
considerably.
The following is a list of the main types of equipment used for
processing hotel linens:
 Washer-extractors (also known as washing machines).
These vary in size and can hold between 5kg and 200 kg of
soiled linen. They wash linen and also extract most of the
residual water content by spinning in the last cycle
 Continuous batch washers. These are only used where
there is a large volume of washing such as in a five star 500
room hotel where linen is changed every day. The machine
resembles a tunnel and is controlled via a computer
programme which can direct the loading, unloading, and
drying of linen through automation, reducing the need for
several staff members
 Tumble dryers. These are used to dry towels primarily and
can again vary largely in their capacity – from 5 kg to 80kg
 Flatwork feeders. Used to assist in feeding sheets and table
linen on to the flatwork ironer. They are comprised of a
series of clips which automatically feed sheets on to the
ironer
 Flatwork ironer. This is a machine that irons and dries
sheeting and table linen in one pass
 Flatwork folder-this is attached to the flatwork ironer and is
pre-programmed to mechanically fold sheets and table
linen. The folding mechanism can be switched off when
ironing small items like napkins
 Roller irons. These are found in small laundries for ironing
small items like napkins and pillow cases. Larger versions
can be used for ironing sheets. The item is passed through
the ironer and returned to the operator for manual folding.
The final result is inferior to the larger flatwork ironer but in
motels where the sheets are a blend of 50%polyester and
50% cotton the result may be satisfactory. They are labour
intensive. They would not usually be suitable for ironing
sheets made of 100 % cotton
 Towel folding machines. These are machines where dry
clean towels are fed manually on to the towel folder and
automatically folded. They may be single lane or multi-lane.
The towel folding machines can be pre-programmed for
producing different folds
 Presses. Hothead presses are used mainly to press clothes
but can also be used to press small items like napkins and
pillowcases. Pressing in this way, however, is labor
intensive and not recommended for large quantities.
The following is a list of the main types of additional equipment
needed if processing hotel soft furnishings, guest dry cleaning,
and staff uniforms
 Polymark machine. This is a machine that is used to identify
guest garments by attaching heat stamp labels on to each
garment. These labels withstand the laundry and dry
cleaning processes but can be easily removed and do not
damage the garments if used correctly
 Spotting board. This is a specially designed table used for
spotting garments prior to being washed or dry cleaned.
Stains are treated according to their classification with
specific spotting chemicals. The spotting table uses a steam
hose which can be used to assist in the removal of stains
and can also generate air to dry the fabric after stain
removal. It is operated by using foot pedals. This piece of
equipment should only be used by experienced and trained
staff
 Dry cleaning machine. This is a machine that is used to dry
clean items that cannot be washed in water. They operate
similarly to a washing machine but use a solvent to clean.
The main solvent in use today is perchloroethylene. The
machine cleans and dries the garments in one cycle
DIFFERENT TYPES OF PRESSES
These are many and varied. There are presses designed
specifically for pressing trousers and others designed to press
shirts
 Small trolleys and weigh scale. Trolleys are needed to
collect guest dry cleaning bags from guest rooms and also
for sorting garments into categories for washing and dry
cleaning. A scale is needed to ensure machines are not
overloaded
 Mobile trolley with hanging rack for delivering guest items
back to the rooms
 Sorting table for receiving and marking items
 Shelves or pigeon holes for sorting and collating finished
items
 Shirt folding machine. This is a template that can be used
to fold shirts and tee shirts only.
MISCELLANEOUS EQUIPMENT THAT WILL BE NEEDED FOR THE
LAUNDERING OPERATION OF LINEN
This includes the following:
 Trolleys for transporting soiled linen from the rooms to the
laundry
 Trolleys for transporting clean linen within the laundry.
Please note that clean linen should NEVER be transported in
the same trolleys in which soiled linen has been carried. If
the trolleys are to be used for both purposes, they must be
fully sanitised between each use or have the fabric liner
changed and washed
 Trolleys for transporting linen back to the floors
 Weigh scales. These are used to weigh soiled linen before
placement into the washing machines so that they are not
overloaded. If washing machines are overloaded or under
loaded, the wash result will be inferior
 Fabric bags for collection of linen
 Shelving for linen storage
 Chemical pumps and chemicals
  Press pads. Covers on the ironing machines and presses
need to be clean and regularly changed.
MISCELLANEOUS EQUIPMENT THAT WILL BE NEEDED FOR THE
LAUNDERING AND DRY CLEANING OF SOFT FURNISHINGS AND
GUESTS’ CLOTHING AND STAFF UNIFORMS
This includes:
 Packaging materials such as baskets or cardboard boxes,
plastic bags, coat hangers
 Marking tape and tags
 Dry cleaning dockets and plastic bags
 Spotting chemicals, spatulas, and tamping brushes.
GUEST CLOTHES ARE PICKED UP
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).
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.
LAUNDRY RUNNER SHEET
The sheet is completed as items are collected and room numbers
should be crossed off once they have been collected with the time
written in the last column.
If it is a large hotel, the runner may carry a pager or mobile phone
so that they are readily accessible for urgent collections.
IDENTIFY THE LINEN ITEMS THAT MAY BE LAUNDERED IN AN ON-
PREMISE LAUNDRY
Hotels have many items that will need to be laundered or dry-
cleaned. The most common items requiring laundering will
include:
 Sheets (all sizes)
 Pillow cases
 Pillow protectors
 Duvet covers
 Mattress protectors
 Mattress toppers
 Duvets
 Pillows (polyester or microfiber fill)
 Bath towels
 Hand towels
 Colored towels (used in hairdressers or in massage rooms)
 Bathmats
 Face washers
 Bathrobes
 Table cloths (all sizes)
 Colored table linen
 Napkins
 Tray mats
 Staff uniforms
 Guest laundry
 Cleaning cloths
 Tea towels
 Glass polishing cloths
 Mops
Meanwhile, the most common items in a hotel that will require dry
cleaning are as follows:
 Curtains
 Cushion covers
 Table skirting
 Chair covers
 Bedspreads and bed skirting
 Blankets
 Pillows (feather fill)
 Staff uniforms
 Guest dry cleaning.
IN-HOUSE ITEMS ARE PICKED UP
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, 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.
 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
 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 totaled and
checked by the Housekeeping supervisor and sent to the
linen room or laundry for replacement in exact quantities
onto these floors
Example: If the room attendants on the 43rd floor use:
 46 Queen sheets
 48 pillow cases
 36 bath towels
 29 hand towels
 52 face washers
 24 bathmats
 12 bathrobes.
Then this will be the amount that is replaced in to the floor pantry
on the 43rd floor.
b) 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.
Example:
Room attendants use linen and rely on laundry or housekeeping
staff to replenish the stock.
c) 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.
III. Perform Laundry
RECEIVING LAUNDRY
1. Place the laundry bag that contains dirty clothes in
the receiving area
2. Note the time when guest item is being receive
3. Check laundry list accordingly
 Name of the Guest
 Room Number
 Specific instructions/request
4. Check laundry items against the laundry list
 Count number of each item
  Make sure that the numbers of the laundry items
correspond with the laundry list
 Write down any correction in the laundry list
 Ask your supervisor to sign the corrected document
5. Tag each laundry Item
6. Record guest laundry according to company procedures.
You should write the following in the control record book:
 Name of the Guest
 Room No.
 Record express service with required delivery time
 Place guest date of departure (if needed)
 If the guest is expected to depart on the same day,
charges should be made immediately and send a receipt
to the Front Office
7. Report any discrepancies to your supervisor, e.g.
 Shortage of guest items to documentation
 Heavily stained or damaged items
8. Check each garment for damage such as: fading color,
stains, missing buttons, tears
9. Shake out any loose items or soils wrapped up in the
garment
10.All express items must immediately be handed over to
the washer or dry cleaning operator
11.Put all dirty items to the various sorting baskets
supplied for this purpose
12.Report to the Laundry Manager or to the person
concerned any unusual condition, including valuable
items left by the guest
II. LINEN SORTING
 Dry soiled linen is easier and quicker to sort than damp linen
as linen that has been washed may become twisted in the
wash
 All linens must be sorted by fibre type. Sheets and tablecloths
may be constructed of 100% cotton, or a polyester/cotton
blend or 100% linen fiber. Tablecloths may also be constructed
of 100% polyester. Sorting by fibre type helps to expedite
production by washing all same items together
 Linen must also be sorted by the degree of soiling. Kitchen
cleaning cloths, for example, will be much greasier than those
used by Housekeeping staff to clean the rooms. As such they
will need to be washed separately with a much harsher wash
formula
 Colored linens are sorted separately from white linens
 It is necessary to open out linen to ensure there is no waste
within it that may get into the washing machine. Shaking,
however, should be kept to a minimum so airborne bacteria
will not be dispersed into the atmosphere
 Linen used in hotels is often referred to as "flatwork” as most
of it is finished on a flatwork ironer.
LINEN SORTING CATEGORY
1. Sheeting
When sorting through sheets and pillow cases, it is not uncommon
to find soiled tissues, or guest clothing (usually nightwear)
removed in error by the room attendant when stripping the bed.
On occasions pillows may be inadvertently wrapped up in sheets
and children’s soft toys may also be found. It is important that
these items be removed from the linen before washing, noted and
returned to the client at the end of the day. In the case of
nightwear being found, this should be laundered separately as a
courtesy before being returned.
2. Pillowcases
These must be separated from sheets as they are washed
separately .It is much easier to separate them when dry. If they
are washed with sheets, they will get twisted in the final
extraction and will be much more difficult to sort. This wastes
time and slows down production.
3. Duvet covers
These need to be sorted from the sheets as they are also
processed differently.
4. Towels
These will need to be sorted from sheets as they are washed on a
different wash cycle because of fiber type and degree of soiling. In
a hotel environment towels are usually more heavily soiled than
sheeting. Items found mixed with towels may include soap and
tissues and these all need to be removed prior to washing.
Whilst all sizes of toweling can be washed in the same wash cycle
(bath towels, hand towels etc.) white towels should always be
washed separately from colored towels.
5. Colored towels
Sometimes if there is a spa area, massage rooms or hairdresser
within the hotel, colored towels are used. These may be heavily
soaked in massage oils or hair dye and must be washed
separately. Colored towels will always fade over a period of time.
6. Bathrobes
These will need to have the belts removed before washing
otherwise they may get tangled in the wash causing damage to
the belt loops on the robes. If there are pockets in the bathrobes,
these will also need to be checked for guests' personal items or
old tissues etc. Bathrobe belts will be placed into a mesh laundry
bag before being placed in the machine.
7. Table linen
This must be sorted to remove food scraps, cigarette butts,
cutlery and sometimes even pieces of crockery! Cutlery that
circulates in a washing machine may cause extensive damage to
the mechanics of the machine and may necessitate the machine
being out of service for an extended period due to repairs. It may
also cut and damage the linen that is being washed. This will add
pressure to the laundry operation if a machine has to be placed
out of service.
8. White table linen
Must be sorted from colored table linen to prevent dye runs
Sometimes in hotels that have a high volume of functions and
events, colored paper napkins may be used alongside white linen
napkins to create a certain ambiance .It is absolutely essential
that these be removed prior to washing .One red paper napkin
overlooked can cause a whole wash load of white linen to turn
pink! This pink wash load will then need to be rewashed with
stronger chemicals to remove the pink tint. This will add cost and
time pressures to the processing of linen. The necessary rewash
of these items will require large amounts of bleach at high
temperatures. This wash formula may damage this linen.
When an excess of these items are found regularly in table linen,
this must be reported to the client or restaurant manager for their
action and follow up in order to eliminate this practice
9. Tea Towels
Those from the kitchen should be washed separately than those
from the guest rooms and bar areas due to the grease content. It
is recommended to have different colors for different areas of a
hotel a) for identification and b) to reduce cross contamination.
For example, a greasy tea towel used by kitchen staff will leave
smears on polished glasses.
10. Cleaning Cloths and Mops
All hospitality operations require cleaning and so will have a
supply of cleaning cloths and mops .These may require laundering
daily. Kitchen cloths should always be laundered separately from
those of Housekeeping due to having higher levels of grease and
fat contained within. Where color coded mops are used for
Housekeeping and Kitchen areas, these must also be washed
separately.
SPECIAL NOTE REGARDING BODY FLUIDS
If bed and bath linen are found with large amounts of blood,
faeces, vomit or urine, this linen should always be treated as
potentially infectious linen. This linen should always be kept
separate from other lightly soiled linen.
The room attendant or cleaner should wear rubber gloves when
handling such linen. Solids should be flushed from the linen
wherever possible prior to sending to the laundry. This linen
should then be placed directly into a soluble bag which is a heavy
duty polythene bag which is usually red in colour and tied with its
own soluble tie. These bags can be placed directly into the
washing machines and are designed to dissolve in water. Where
blood is present the water temperature should be low as hot
water will set the stain. This will then require additional special
treatment before rewash. The red bags alert laundry staff of
potentially infectious linen and reduce its handling. The bags are
designed to dissolve from the outside on contact with water in the
first flush of the wash cycle.
COMMON STAINS ON LINEN
The most common stains found on table linen are:
 Red wine
 Coffee and tea
 Lipstick (on napkins)
 Food coloring and food residue
 Salad dressings and butter
HOW ARE CLOTHES AND UNIFORMS SORTED
Once items have been received, checked for quantity and marked
per each guest, they are then sorted in to categories for
processing .It is important that all care labels on all garments be
read when doing so.
Items are sorted for:
 Washing
 Dry cleaning
 Press only.
Items for washing are then sorted into:
 Whites
 Colors
 Dark colors
 Delicate items
Items for dry cleaning are then sorted into:
 Light colors
 Dark colors
  Lighter weight
 Heavier weight
FABRIC CARE LABELS
Most garments worldwide have care labels which are sewn into
the garment. In some countries, this is mandatory but in other
countries the care instructions may be simply written on a paper
tag attached to the garment when purchased. This tag is removed
when worn never to be seen again.
As many hotel guests are from overseas countries, the origin of
garments may never be known. This presents a problem to the
dry cleaner to try to establish what type of fabric he is dealing
with.
WASHING GUEST ITEMS
Similar to the wash room, guest items should be weighed before
being placed into the washing or dry cleaning machines so that
machines can operate at maximum capacity through not under or
overloading.
COUNT ITEMS LODGED FOR LAUNDERING
Guest laundry and dry cleaning items are counted when received
at the sorting stage. Linen items that are received into the
laundry are counted at the finishing stage. The finishing process
involves ironing, folding and packaging.
COUNTING GUEST LAUNDRY ITEMS
When guest laundry bags are delivered to the laundry, the
quantities of items in each bag are checked and compared to the
quantities that the guest has itemised. On occasions, the guest
may miss items or written the incorrect quantity. The hotel’s
count must be taken as final and this is usually stated on the
guest laundry docket.
These quantities are marked as checked and in many hotels the
sorter will also write the colour of each shirt or trousers on the
docket. This will help later after the laundry process in the
matching of washed items back to each guest.
All guest items are checked for damage and for items left in
pockets or pinned to the lapel. These items must be removed and
stored for safe keeping before returning to the guest later in the
day. If a biro is overlooked in a pocket, for example, this can
damage the whole wash load of garments creating additional
work to restore all the garments and may lead to financial claims
against the hotel for damage and negligence.
Guest items are then marked by tags or tape and then sorted into
the categories for washing or dry cleaning.
COUNTING STAFF UNIFORMS
Staff uniforms are usually identified either by each staff member’s
name or number or by department and size. This will vary from
property to property and the method used will be influenced by
the quantities of uniforms and the system of issue that the hotel
employs.
Staff uniforms are counted by the laundry and sorted into
different categories for washing or dry cleaning .These records are
kept for internal cost analysis.
Where staff uniforms are processed in the hotel laundry, priority
will always be given to the guest items due to the revenue it
produces and the service ethic.
COUNTING LINEN ITEMS
Linen items are not usually counted when soiled. The exception to
this would possibly be in a laundry where there are no scales for
weighing linen prior to washing. In this case it is important to
know the approximate weight of each item so that the washing
machines are not overloaded e.g. if a pillow case weighs 200
grams and the washing machine takes 50 kgs. of linen, then 250
pillow cases would need to be counted to fill the machine:
 Most counting is done in the finishing area – i.e. at the
flatwork ironer and towel folders
 Before processing each type of item on the flatwork
ironer, the counter on the folding machine is turned back
to zero
 As items are ironed and folded, the counters record
quantities processed
 These quantities must then be manually recorded on an
internal record sheet kept at the end of each machine
 Similarly on the towel folder the counter is used
 At the end of the working day, all records from both the
towel folders and flatwork ironers are then either totaled
and then posted to a computer so that production records
are kept. This will help with cost analysis at a later stage.
In the case of an external laundry:
 If using an external laundry, the production records are
posted to a computer which will then produce a delivery
docket/invoice which is forwarded to the customer along
with the clean processed linen
Any items that are not returned to the customer due to rewash
should be duly noted
 These delivery dockets are attached to the trolleys for
transportation to the customer
The customer should check that the delivery docket matches what
is delivered and report shortages as soon as practicable.
ASSESS STAINS ON ITEMS
The most common types of stains found on guests clothing and
uniforms are:
 Food stains
 Oils and fats
 Ink
 Perspiration
 Blood and body fluids
 Cosmetic stains
 Food coloring and dyes.
Identifying stains
It is important to try and establish what each stain is and treat
accordingly. An experienced dry cleaner will be able to recognize
many common stains and treat them easily. Some stains may be
a combination of products and so may require several treatments.
Many stains can be identified by appearance or smell.
Stains can be:
 Water soluble (salt and sugar)
 Solvent soluble (oils and fats)
 Insoluble (clay, carbon, sand)
 Dye. Many foods and soft drinks have coloring added and
in many cases the dry cleaner is faced with the challenge
of removing localized color from a garment whilst
retaining the color of the body of the fabric
 Chemicals (nail polish, paints, inks).
SPOT CLEAN STAINS AS REQUIRED
Anybody who attempts the pre-spotting of clothes and uniforms
must be qualified. It is absolutely essential that this person has a
thorough knowledge of fibers and fabrics and stain removal
techniques.
PRE-SPOTTING IS CARRIED OUT ON THE SPOTTING TABLE
Pre-spotting chemicals used on the spotting table usually include
the following:
 Ink remover (for wet and dry ink)
 Protein remover (for blood, feces, egg, milk, perspiration
and soil stains on collars)
 Paint , oil and grease remover (for paint, lipsticks, oils and
greases)
 Rust remover (for residual blood stains)
 Tannin remover (for coffee, tea, red wine and some fruit
juices)
 All-purpose spot remover (for general light soiling stains).
Spotting chemicals are all kept in individual small bottles with a
pouring spout. These bottles must always be correctly labelled. To
not do so may result in unintentional damage to garments. They
are placed on the side of the spotting table along with spatulas
and spotting (or tamping) brushes for easy access. The spatula is
to break up any solids and the brush is used to loosen stains by
tamping. Tamping is the gentle massaging of fibers rather than a
vigorous scrubbing motion. If the scrubbing motion is too heavy,
this could break some fibers and cause damage to the garments.
Most chemical companies who provide spotting board chemicals
will also provide a stain removal guide chart which can be pinned
to the wall for easy reference.
SELECT APPROPRIATE METHOD TO CLEAN CLOTHES ACCORDING
TO THE CARE LABEL, FABRIC, STYLE, DEGREE OF STAIN, ETC.
All items in a laundry and dry cleaning environment will either be
washed or dry cleaned. Experienced laundry hands and dry
cleaners will be able to recognize different fabrics and know
immediately how they should be treated.
Whilst garments may be pre-spotted, linens will usually be
washed and checked for stains after washing. Stained linen may
then need to be soaked or rewashed using a different wash
formula specifically for stain removal.
As previously mentioned, all garments should be washed or dry
cleaned as per the care label.
Some fabrics will be washed on a low temperature whilst others
will be washed in hot water. Similarly other fabrics must never be
bleached and others must be pressed at a very low temperature.
A good knowledge of fibres and fabrics is essential in the laundry
process. A hot iron for example will melt some synthetic fibres.
If a staff member is unsure as to what the fibre is there are some
“burn tests” that can be used where ash residue will help to
identify the fibre .This must only be carried out by an experienced
person. However in a hotel environment, this is not always
possible!
If unsure how to treat certain garments it may be better not to
wash or dry clean them to avoid a compensation claim. You will,
however, need to advise the guest of this.
Garments with leather trim, fancy buttons or sequins, for
example, may be damaged in the normal cleaning process.
Buttons and sequins may melt in the dry cleaning fluid. These are
just some examples of what you should be aware of.
THE WASHING PROCESS
The washing of linens and garments will be done in different types
and sizes of washing machines. For example, you would not wash
eight shirts in an 80 kg washing machine nor would you wash 500
sheets in a 5 kg machine. The volume of soiled linen or clothes
will determine which size of machine to use.
A washing machine washes, rinses and extracts water in the final
cycle. Washing machines in a commercial laundry have the wash
cycle programmed in several ways:
 Pre-programmed card reader - Where a washing machine
uses the card system there will be a different card for
each item to be washed. The card is made of a heavy
duty plastic. There will be a different card to use when
washing white sheets than when washing red napkins for
example, these cards will be clearly marked as to which
items they are to be used for. These cards have a series
of holes punched into them usually by the chemical
supplier who designs the wash cycles according to the
chemicals required. These cards are then inserted into the
card reader before switching on. These cards programme
the machine to call for different water levels at different
temperatures and different chemicals at different times
within the wash cycles. When towels are washed, then the
card marked" towels" will be used. These cards do wear
out so it is recommended to have several sets of cards for
the same wash cycles and a set of cards for each machine
that uses them
 Micro-processor - These are slowly replacing the cards
discussed above. The micro- processor is attached to the
machine and is also usually programmed by the chemical
supplier for each item to be washed. It is more efficient
than a card reader but the operator must remember to
punch in the correct number assigned to each wash load
prior to starting the machine.
Some items may need to be dried in a tumble dryer whilst others
are dried, ironed and folded on an automatic flatwork ironer.
Sheets, for example, will be removed from the washing machine
and go directly on to the ironer.
Towels will need to be dried in the tumble dryer and then folded
either by hand or by a towel folding machine.
Cotton polyester garments, such as large quantities of staff
uniforms, may be placed on coat-hangers and then dried and
pressed by passing through a tunnel press.
When using any machine in the laundry, you must always follow
the manufacturer’s instructions. Follow all safety precautions and
never use a machine you have not been trained to use.
LAUNDRY EQUIPMENT IS USED
During the course of your employment in the laundry you will be
trained to operate all kinds of machinery. It is important however
to never to use a piece of equipment for which you have not been
trained. This may lead to damage to the machine, the linen it is
processing, and possible injury to yourself.
The following are general procedures you should use when
operating any general laundry machinery:
 Always check that the power is switched on before use
and that all utilities are connected (water, steam or gas)
at the beginning of your shift
  Always check that the machine is clean and empty before
loading and that nothing has been overlooked since the
last cycle
 Always check the drains are clear (washing machines) and
the lint trap has been cleaned (in tumble dryers)
 Check all switches are in working order and not broken
 Check that all doors on washing machines and tumble
dryers can be locked
 Always use the correct wash programme for the items you
are washing
 Make sure all chemical drums and pumps are in working
order and there are sufficient chemicals for the day
 Always weigh wash loads according to the machines used
wherever possible so they operate at full capacity.
 Never overload or under load a washing machine or dryer.
This practise will result in an inferior wash result and may
damage linens. It is also uneconomical
 Never remove protective guards off machines. These are
designed as a safety feature if something malfunctions
 Always use the ironer at the correct speed and
temperature for the items being ironed. A temperature
that is too low or an ironer that is too slow will not dry or
iron items correctly. They may need to be passed again
through the machine which will slow down the whole
finishing process
 Never use the ironer if there are damaged tapes or belts.
Report this immediately so that they may be repaired
promptly
 Always use the safety functions on hot presses and make
sure all press pads are clean and in good repair
 Report any items that malfunction to your supervisor and
ask for assistance if you are not sure
 Never stand in water – always clean up spillages
immediately
 Always wear the correct protective equipment and
clothing with which you have been issued
 Correctly follow all handling and usage instructions for all
chemicals.
 Report any damage to the clothes during the laundry
process
CLEANING AGENTS ARE USED ACCORDING TO SPECIFICATIONS
The choice of washroom chemicals is very important. It is
absolutely vital to use a reputable company who can provide the
training to staff and support to the laundry operator for solutions
to problems in the wash. If the correct chemicals are not used,
this may result in a large amount of items needing to be rewashed
because stains remain, adding to the overall cost of laundering
linen. Using too little or too much chemical in the wash cycle may
result in damaged linen and complaints from hotel guests.
TYPES OF LAUNDRY CHEMICALS
Water
 Water by itself is not a good cleaner but the chemicals
that are added to the water makes it a medium to allow
the chemicals to penetrate the soil and hold it in
suspension. Water also allows the chemicals to be
transported to the wash load and to carry away the soiled
solution. It is an excellent rinse aid.
  Water quality is important in determining which
washroom chemicals will be chosen. Water may have a
high iron or calcium content or even a high volume of
vegetable dyes from plants located by the supplying dam.
All these minerals will affect the effectiveness or not of
washroom chemicals chosen. Water testing must be
carried out at regular intervals by a reputable company.
 The results of the water testing must be shared with the
chemical supplier who will consider these findings when
recommending the choice of chemicals necessary to
produce good wash results.
 Hard water will have an impact on the type of detergents
selected and the cleaning quality of the linen will
decrease if unsuitable chemicals are chosen. Water
treatment of the boiler may be necessary by a qualified
company.
Water temperature
Washing at a temperature of 70C for approximately 25 minutes
will kill most bacteria in hotel linen (except spores). This is known
as thermal disinfection. This temperature is however not
recommended for woollens or synthetic fabrics.
Alkalis
Most soil in linens is acidic in nature and alkalis are used in the
first part of the wash cycle to neutralise the soils in the linen prior
to the main washing process. They also assist the detergent to
"wet" the linen, thereby penetrating the soil and holding it in
suspension. Alkalis also assist in converting fats and oils to soap
so that they become water soluble.
Builders
Builders can be added to both alkalis and detergents. Their
function is to assist in water softening and to increase the function
of the detergent to get better wash results. Common builders
include phosphates, silicates and carbonates.
Detergents
These are used to wash the linen, allowing water to penetrate the
soil and hold it in suspension before rinsing. All detergents used in
a commercial laundry are synthetic, combined with builders to
allow fats to emulsify. Detergents have a high tolerance to hard
water and can be efficient at all temperatures. They are more
suitable for commercial laundering than soap which can produce a
film when used in hard water.
Chlorine bleaches
These are used to whiten linen and remove residual stains.
Chlorine bleaches must only be used on white linen. Chlorine
bleaches if used in excess can cause fabric damage and loss of
tensile strength in linens. They also act as a sterilising agent
leaving linen in a sanitary condition. Chlorine bleaches are
available in both liquid and powder form. The most common
chlorine bleach is sodium hypochlorite.
Oxidising bleaches
These can also be used to remove stains. Examples include
hydrogen peroxide and sodium perborate.
Antichlors
These are used to inactivate any residual traces of chlorine
bleaches and they prevent linen from yellowing. Some contain an
optical brightener which makes white linen seem whiter by
increasing light reflection. They are usually added to the second
rinse cycle with a high water level.
Fabric softeners
These are used to soften towels and reduce lint, but are also used
in the wash cycles of sheets to assist in the ease of ironing by
reducing static electricity on the flatwork ironer. They are
absorbed into the fabric and form a protective coating. They make
towels softer to the feel and also assist the washman as linen will
be easier to pull from the washing machine when emptying.
Starch
Starch is added to the final rinse in the washing of cotton table
linen and chefs’ jackets to present a crisp and fresh appearance.
Starch lays down a protective barrier on the fabric to help prevent
stain absorption. This makes stain removal in the next wash cycle
easier. Starch should never be used for sheeting due to the
stiffness and itch factor!! Care must be taken not to over use. It is
usually in a powdered form and must be pre-dissolved. Starch will
not be absorbed by polyester fibres.
Sours or Acids
These are added in the final rinse to neutralize residual alkalis. If
alkalis are not removed, white linen can turn yellow or grey. Some
sours also contain optical brighteners.
TYPES OF DRY CLEANING CHEMICALS
The main types of chemicals used for dry cleaning are the dry
cleaning fluids and the pre- spotting chemicals. The most common
dry cleaning solvents in use today are:
Perchlorethylene
A non-flammable chlorinated solvent. It should be stored in a cool
dark place when not in use. It is instrumental in removing solvent
soluble soil such as oils and greases etc. It may however also
dissolve decorative items on clothing such as sequins, beads,
some buttons and synthetic trims. This is the most common dry
cleaning solvent in use.

White spirit
An original dry cleaning fluid and has been widely used for many
years. With the outlawing of fluorocarbons for environmental
reasons, it is regaining popularity. It is a paraffin based spirit, has
good grease removal properties but is flammable.
Hydrocarbon
A petroleum-based solvent which is flammable. It is more suitable
for use on delicate garments but needs a longer wash cycle to
allow it to work.
Pre-spotting chemicals used on the spotting table usually include
the following:
 Ink remover (for wet and dry ink)
 Protein remover (for blood, feces, egg, milk, perspiration
and soil stains on collars)
 Paint, oil and grease remover (for paint, lipsticks, oils and
greases)
 Rust remover (for residual blood stains )
 Tannin remover (for coffee, tea, red wine and some fruit
juices)
 All-purpose spot remover (for general light soiling stains)
Most chemical companies who provide spotting board chemicals
will also provide a stain removal guide chart which can be pinned
to the wall for easy reference.
PRECAUTIONS WHEN HANDLING CHEMICALS
All chemicals must be treated with respect. If they are not used,
stored or handled correctly, all chemicals have the potential to be
hazardous to long term health and compromise daily safety in the
workplace. It is important as an employee to know all aspects of
the chemicals before you use them.
 Every chemical is designed for a specific purpose. Each
chemical that is manufactured must have a technical
bulletin and a Material Safety Data Sheet (MSDS)
 The technical bulletin will have specific information on
recommended usage and packaging size, along with a
description and characteristics of the product
 The M.S.D.S. of each chemical contains lots of critical
data. It seems like too much information but it contains:
o Hazardous nature of the chemical
o The composition of the chemical
o Long-term health exposure consequences
o Safe handling
o Product information
 A copy of all MSDS must be available for staff to read and
also in case of an emergency such as an accidental
spillage. They must be available for the emergency
services so that they know what they are dealing with
should there be a fire or leak.
 It is important to use the correct personal protective
clothing and equipment when handling chemicals. This
should always be readily available and of the correct size
for individual employees.Safety goggles or face mask
 When handling chemicals it is important to always wash
your hands after handling them and never to smoke, eat
or drink
 Never mix chemicals at any time. To do so may cause a
chemical reaction which may give off toxic gas and may
harm your health. The action of mixing will also negate
the action of a chemical e.g. Alkali + Acid = neutral
 Always clean minor spills up immediately to prevent falls
and slips. This may be possible by hosing down the spill to
the nearest drain or using a mop and bucket
 Always use chemicals at the correct dilution rates. To use
a chemical that is too strong will damage the linen and
increase costs because of over usage (less is best)
 Always add chemicals to water and not water to
chemicals. If some should spill, there will be less harm
this way
 Always store chemicals correctly at the right temperature
and preferably in a secure area
 Always use correct equipment for transporting and lifting
chemical drums
 Chemicals must always be correctly labelled for easy
identification and never stored in soft drink bottles
 Empty chemical drums must be disposed of as per local
regulations.
What to do in case of a chemical spill
 The size of a spill will affect how you deal with it
  If the spill is large, all staff should be evacuated from the
immediate area
 Ventilate the area as much as possible
 Call the relevant emergency services to assist and advise
 Wear protective equipment at all times in this situation -
gloves, face mask, protective clothing and rubber boots
 Try to stop the spill if possible-turn off the tap or place the
container on its side. The use of sand or an absorbent
compound is particularly helpful in this case. This can
then be swept up as a solid matter and disposed of later
 Wash the area down completely after clean up
 Investigate how the spill occurred in order to review all
handling procedures. Record the incident and retrain
staff.
IRONING CLOTHES
1. Prepare the materials needed:
 Flat Iron
 Ironing board
 Water sprayer (optional)
 Clean damp cloth
 Hanger
 Cloths rack
2. Check the cleanliness and condition of flat iron and ironing
board before starting to work.
3. Set the ironing board.
4. Consult care label of the fabric for ironing temperature.
IRONING SHIRT
1. Take note of the correct order of ironing a shirt:
 Collar part of shirt
 Yolk/ shoulder part
 The cuff
 The sleeves
 The body of shirt
2. Put a damp cloth on top of the ironing board. Clean the iron
by rubbing it on the damp cloth.
3. Start the process by ironing the collar:
 Flatten the back of the collar on the surface of the board
 Run the iron over the back of the collar several times until
you are sure it is correctly pressed.
 Turn the shirt over and iron the front of the collar, follow
the same ironing procedure used for the back of the collar
4. Next iron the sleeves:
 Lay the back of the sleeve on the ironing board
 Stretch the fabric by using the palm of your hand
 Iron the back of the sleeves
 Flip the shirt over and iron the front of the sleeves
5. Iron the body part of the shirt:
 Start with the left upper side of the shirt; flatten the fabric
by using the palm of your hand.
 Iron straight upwards keeping good tension all the time.
6. Iron the seam by running the edge of the iron over the
stitching while pulling with the other hand.
7. Continue moving the shirt towards you bit-by-bit, ironing one
section at a time.
8. Move in and out of the buttons taking care not to hit the
buttons by going too fast.
9. Continue this way remembering to hold the shirt by the collar
all the time while pulling against the force of the iron to give a
crisp finish.
10. Hang the pressed shirt with a hanger.
IRONING PANTS
1. Turn on the iron and set to correct temperature
2. Clean the iron by putting it on top of a damp face towel
3. Iron the pockets
4. Iron the fly, seams and hems
5. Iron the waist band
6. Hold the pants on the lower part of the leg
7. Fold the leg of the pants together
8. Lay the folded pants on the ironing board
9. Pull out the pockets and iron it
10. Fold one leg up, allow it to overlap the waist
11. Iron in a circular motion, start working from the cuff to the
pocket
12. Iron down to the leg smoothly creating only one straight line
13. Fold the other leg back down and iron as you did on the first
leg. Make sure in seams are align with each other
14. Turn the pants over and lay the pants on the ironing board
15. Match up the in seam and the side seam so that they are
directly over each other
16. Iron down the leg to create a permanent crease
17. Turn off the iron and let it cool down before putting it away.
18. Hang from the waist or fold the pants
IRONING DRESS
1. Iron all parts that have a double thickness such as collars,
hems, cuff, sleeves, bows, ties and pocket and other parts that
have double thickness.
2. Iron non flat portions like ruffles, shoulders, and puffed
sleeves.
3. To iron puffed sleeves, stuff them with whiter cloth or towel.
4. Iron the body of the cloth starting on the upper portion of the
garment
FOLDING CLOTHES
Folding is an art and doing it correctly can help us to become
organized. It helps to prevent garments from wrinkling and
therefore it can also avoid re-ironing, re-washing and drying.
Before you start folding, the garment must be flat and wrinkle-
free, and the fabric must remain nicely spread out throughout the
folding process to keep garments free of creases.
1. Button the top and third button.
2. Lay the shirt face down.
3. Smooth out the shirt so it is flat on the front and back.
4. The first fold is right side:
 Fold about one-third of the body towards the center of the
shirt.
 The fold line starts at the center of the shoulder and ends
at the tail.
5. Neatly fold the sleeve forward, creating an angled fold at the
shoulder. The sleeve should line up with the edge of the first body
fold.
6. Fold the left side in the same manner.
7. Make a fold of several inches of the shirttail.
8. Fold up the bottom half of the partially folded shirt. The tail
should be just behind the collar of the shirt.
 9. Turn the entire shirt over.

PACKING LAUNDERED ITEMS

When delivering guest articles, some will be folded while others
are placed on hangers. Folded articles are put together in a
laundry bag or box with the room number written on it, for
hanging articles put a label indicating the name of guest and
room number.
1. Check for quality of the finished laundry / dry cleaning /
pressing
2. Make sure that the correct number of pieces on guest laundry
list is ready to be returned.
3. Follow complete records and billing information in accordance
with enterprise procedures.
4. Package and present guest laundry in accordance with
enterprise standards and procedures. Wrap the laundry box and
put a piece of your property’s giveaway (optional).
5. For folded items, attach the laundry slip by sticking on the
box, in a visible manner.
6. For hanged items, put a tie label indicating the name of the
guest and room number.
7. Return finished items to guest in accordance with required
timeframe.
8. Store processed guest laundry when required, according to
guest requests or when returning the laundry item to guests is not
possible.
IV. Process Laundered Items
V. POST CLEANING ACTIVITY IS PERFORMED
VI. The finishing process involves:
 Checking for stains-when guest laundry has been washed. It is
important before it is pressed and dried that it be checked to
ensure all stains have been removed. Pressing can sometimes
permanently set stains. If items are found to be stained, they
should be sent for re-processing
 Stains on sheets, pillowcases, tablecloths and napkins are
usually checked during the feeding process of the items on to
the flatwork ironer. If stains are seen, the operator can push a
reject button which then sends the item into a basket under the
ironer. This will then be sent to be rewashed at the end of the
day
 Checking repairs have been carried out. It is important that
requested repairs to guest items have been completed before
the pressing process. Once repairs are completed then the item
should be pressed
 Pressing. There are many different types of presses in a laundry
environment but the pressing process for both linen and guest
clothing require that the items are usually damp. Where items
have been dried (dry cleaning machine) these are pressed using
steam
 Drying. It is usually only towelling that is dried in the tumble
driers. Once dried they are then sent to be folded
 Folding. This can be done by either machine or by hand. Items
such as bathrobes may need to be folded by hand or placed on
coat hangers. Face washers are usually stacked in piles. Sheets
and towels are folded by machine and stacked automatically by
the machine
  Packaging. Most guest clothing is packaged before delivery back
to the guest. Shirts can be folded and placed into a bag or box
or they may be pressed and placed on hangers (this is usually at
the request of the guest). The coat hangers and plastic covering
are provided by the hotel and protect the garments in transit
from accidental soiling. Suits, trousers and dresses would also
be placed on cost hangers and covered in plastic wrapping
VII. Linen from an in-house laundry is not usually packaged. It is
neatly stacked on clean trolleys for transportation
 Storage. In some cases where hotels have regular guests,
laundry and dry cleaning may have to be stored until the guest’s
next visit. This must be secured and a note made on the guest
account so that the cleaned laundry may be placed into the
room before his next arrival. The accounts department will also
need to be notified so that the late charge is handled
appropriately
 Clean linen may need to be stored before being delivered back
to the relevant department. This storage facility may be in the
laundry, the linen room or the Housekeeping area
 Delivery. All items need to be delivered to the relevant area.
RESULTS ARE CHECKED AND ACTED UPON
Once all garments and linen is clean, it is important to check that
all instructions have been followed. This includes checking for:
 Guest items
 Residual stains - If these are found prior to pressing then the
items must be returned for rewash or stain removal treatment.
If stains cannot be removed then it is wise to attach a card to
the garment to this effect so that the guest understands that
every effort has been made to remove the stain to no avail
 Repairs - If guests have requested minor repairs and
alterations, it is important to check that these have been
carried out and charged for accordingly if necessary. Repairs
are completed after cleaning but before pressing or folding
 Pressing. Check that all garments are well pressed with
creases in the correct place. For example, trousers that have
two creases down the leg look unsightly and will result in guest
complaints
 Folding. If the guest has requested that items be folded, check
this procedure has been adhered to and that clothes are folded
as per enterprise procedures
 Packaging. Some guests will request that shirts be hung on
coat hangers for easy transportation and again it is important
to double check that all instructions have been followed. Any
shortcomings should be attended to before delivery back to
the guest.
 Linen items
On occasions, stains and tears are found by the operational
department. If this is the case, the items should be kept separate
from all other linens so that they may be treated accordingly and
not just kept circulating.
PROCESS INTERNAL RECORDS
Whilst the operation of the laundry and dry cleaning plant is very
important, one of the vital daily tasks is to record and maintain
records for cost control purposes. All laundy's documentation
programs will be different and will depend on the types of
machines that are in use and the type of items processed.
What internal records need to be kept?
  Daily production records of all washing machines (How many
kilograms per day of each item is washed)
 Daily production of all tumbler dryers
 Daily production records of the flatwork ironer/folder
 Daily production records of all folding machines (Quantities of
all folded items and their type)
 Daily production records of all dry cleaning machines (How
many kilograms per day are dry cleaned)
 Daily and monthly guest laundry and dry cleaning revenues
 Monthly production records of all items processed (record of all
items washed and ironed)
 Total monthly chemical cost (based on purchases and
consumption)
 Cost of chemical per kilogram of washed item
 The percentage of rewash items (vital to know so that costs
can be controlled and procedures reviewed)
 Preventative maintenance records of all machinery
 Machinery repairs
 Boiler service records
 Water treatment records
 Sewage , water and power costs
 Chemical company's regular report(so action may be taken if
necessary)
 Guests daily summary sheets
 Invoicing
 Staff rosters including sick days and holiday schedules with all
relevant administrative paperwork.
 Payroll costs
Truck driver schedule and transport costs (petrol, truck servicing)
 Condemned linen figures
 Purchase orders for all goods purchased
 Replacement stock put into circulation
 Records of abused linen per customer or per department
 Monthly stock takes of all miscellaneous supplies such as
hangers, pins, poly mark tape, packaging materials
Record keeping and proper analysis of all records will assist in
determining if production can be improved in certain areas of the
operation. It will also assist in calculating profit margins and is a
history of expenses.
Prices charged for dry cleaning and laundry must demonstrate
competitiveness whilst maintaining profitability.
INTERNAL LAUNDRY REPORTS ARE PRODUCED
Whilst the operation of the laundry and dry cleaning plant is very
important, one of the vital daily tasks is to record and maintain
records for cost control purposes. All laundries’ documentation
programmes will be different and will depend on the types of
machines that are in use and the type of items processed.
What internal records need to be kept?
 Daily production records of all washing machines (How many
kilograms per day of each item is washed)
 Daily production of all tumbler dryers
 Daily production records of the flatwork ironer/folder
 Daily production records of all folding machines (Quantities of
all folded items and their type)
 Daily production records of all dry cleaning machines (How
many kilograms per day are dry cleaned)
 Daily and monthly guest laundry and dry cleaning revenues
  Monthly production records of all items processed (record of all
items washed and ironed)
 Total monthly chemical cost (based on purchases and
consumption)
 Cost of chemical per kilogram of washed item
 The percentage of rewash items (vital to know so that costs
can be controlled and procedures reviewed)
 Preventative maintenance records of all machinery
 Machinery repairs
 Boiler service records
 Water treatment records
 Sewage, water and power costs
 Chemical company's regular report(so action may be taken if
necessary)
 Guests daily summary sheets
 Invoicing
 Staff rosters including sick days and holiday schedules with all
relevant administrative paperwork.
 Payroll costs
Truck driver schedule and transport costs (petrol, truck servicing)
 Condemned linen figures
 Purchase orders for all goods purchased
 Replacement stock put into circulation
 Records of abused linen per customer or per department
 Monthly stock takes of all miscellaneous supplies such as
hangers, pins, polymark tape, packaging materials
Record keeping and proper analysis of all records will assist in
determining if production can be improved in certain areas of the
operation. It will also assist in calculating profit margins and is a
history of expenses.
Prices charged for dry cleaning and laundry must demonstrate
competitiveness whilst maintaining profitability.
VIII. Return Laundered Items
IX. GUEST CLOTHES ARE DELIVERED
Once all guest clothes have been processed, packaged, checked
for stains and all the guests’ instructions have been followed, the
items must be delivered back to the guest room.
Always follow your property’s guidelines when delivering items
back to the guest room:
 Always knock on the door (or ring the bell) and identify
yourself (the guest may be resting or working)
 Knock again before entering the room. As you enter the
room always identify yourself in a loud and clear voice
(“Good afternoon/evening, laundry service”)
 Check that the items you are about to deliver match the
room number you are in. It is easy to make an error in
delivery, particularly if there are many parcels for the
same floor
 Place the items in the room according to your property’s
guidelines and leave the room making sure the door is
locked. Folded laundry is usually placed on the bed and
clothes on hangers are placed in the wardrobe leaving the
wardrobe door slightly ajar so that the guest can see this
 Cross or tick off the room number on your delivery list
 If the room has a “Do not disturb” sign on, you may need
to return later. In some hotels, a card may be left under
the door advising the guest that an attempt was made to
 deliver his laundry and to call when he is ready for
delivery.
IN-HOUSE ITEMS ARE DELIVERED
Once all guest clothes have been processed, packaged, checked
for stains and all the guests’ instructions have been followed, the
items must be delivered back to the guest room.
Always follow your property’s guidelines when delivering items
back to the guest room:
 Always knock on the door (or ring the bell) and identify
yourself (the guest may be resting or working)
 Knock again before entering the room. As you enter the
room always identify yourself in a loud and clear voice
(“Good afternoon/evening, laundry service”)
 Check that the items you are about to deliver match the
room number you are in. It is easy to make an error in
delivery, particularly if there are many parcels for the
same floor
 Place the items in the room according to your property’s
guidelines and leave the room making sure the door is
locked. Folded laundry is usually placed on the bed and
clothes on hangers are placed in the wardrobe leaving the
wardrobe door slightly ajar so that the guest can see this
 Cross or tick off the room number on your delivery list
 If the room has a “Do not disturb” sign on, you may need
to return later. In some hotels, a card may be left under
the door advising the guest that an attempt was made to
deliver his laundry and to call when he is ready for
delivery.
V. ACTIVITY:

VI. EVALUATION:

Adapted and modified rubrics from:

https://www.pearl.k12.ms.us/cms/lib/MS01810570/Centricity/Domain/218/
languagecritic.pdf