Guest Service Standard s1

PROTEA HOTELS MINIMUM GUEST SERVICE STANDARDS – HOUSEKEEPING – GUEST ROOMS Page 1 of 3

HK3: Providing a Valet/ Laundry Service Job Position: Room Attendant

GUEST SERVICE GUESTS laundry will be collected within 10 minutes of the request being made, an indication will be given of when the items will STANDARD be returned, proper care will be taken and that the laundered items will be returned clean, in good repair and appropriately packaged/ protected. PERFORMANCE STANDARD

WHAT THE GUEST EXPECTS (ANTICIPATING GUEST MEETING AND EXCEEDING GUEST EXPECTATIONS WHAT YOU NEED TO BE ABLE TO DO  EXPECTATIONS) (GUEST SERVICE STANDARD) Collecting GUEST Laundry

 Where applicable, for the Housekeeping phone to be answered  The Housekeeping phone must be answered within 3 to 5 Assist the GUEST in completing the laundry list. within 3 to 5 rings. rings. Where the phone can not be answered in the required time offer an apology to the GUEST. Complete any required documentation where an  For their laundry valet requirements to be ascertained. outsourced laundry service is provided.  The department and service attendant is identified  For the laundry to be collected within 10 minutes of requesting this “Good Morning, Housekeeping, …. speaking, How may I service. help you?”

 To be given an indication of when the laundered items will be  Appropriate questions are asked to ascertain the GUEST’s returned. laundry/valet requirements.

 That proper care will be taken of their items. The following job tasks should be performed when collecting GUEST laundry for cleaning:-

 If the GUEST has left a door hanger requesting laundry service, remove the door hanger and follow the “Knocking and Entering Procedure” before entering the GUEST Room.

 If the GUEST answers the door, inform the GUEST that you will process their laundry request.

 If the GUEST has not already done so, request the GUEST to complete a GUEST Laundry Form and to place items in the provided Laundry bag for collection.

 If the GUEST places the laundry in the bag but a laundry slip has not been included, the laundry should not be taken out of the room.

 When collecting GUEST laundry, check that Room number coincides with Laundry list and that the GUEST’s name is legible.

 Check that Laundry List is correctly completed, i.e.:- - The date - The GUEST's room number - The GUEST's name - The correct items are listed - The correct number of items

HK3: Providing a Valet/ Laundry Service Job Position: Room Attendant GUEST SERVICE GUESTS laundry will be collected within 10 minutes of the request being made, an indication will be given of when the items will HK3:STANDARD Providing a Valet/ Laundrybe returned, Service proper care will be taken and that the laundered items will be returned clean, in good repair and appropriately Job Position: Room Attendant packaged/ protected. WHAT THE GUEST EXPECTS (ANTICIPATING GUEST MEETING AND EXCEEDING GUEST EXPECTATIONS WHAT YOU NEED TO BE ABLE TO DO  EXPECTATIONS) (GUEST SERVICE STANDARD) Collecting GUEST Laundry (Continued)

 Inform the GUEST of when the laundered items will be returned.

 In the laundry room/ housekeeping area, check off the contents of the laundry bag against the list filled in by the GUEST. If any articles are missing inform the GUEST immediately.

 Check the clothing thoroughly for any tears or ink stains and inform the GUEST before processing the items.

HK3: Providing a Valet/ Laundry Service Job Position: Room Attendant

WHAT THE GUEST EXPECTS (ANTICIPATING GUEST MEETING AND EXCEEDING GUEST EXPECTATIONS WHAT YOU NEED TO BE ABLE TO DO  EXPECTATIONS) (GUEST SERVICE STANDARD) Returning GUEST Laundry

 For the laundered items to be returned clean, in good repair and  GUEST laundry must be returned to the GUEST, in Accurately complete a check of the returned items against appropriately packaged. appropriate packaging, within the specified time. the laundry list.

 For the laundered items to be returned within the specified time.  Before returning the GUEST laundry, the returned items Check that items have been returned in good repair and not must be checked against the Laundry list and the laundry marked in anyway.  For all the items to be returned. bill included with the clean laundry.

 For a correct copy of the laundry bill to be delivered with the  If the GUEST has posted a "Do Not Disturb" sign, a card laundered items. informing the GUEST that the laundry is ready and where it may be collected, is slipped under the Room door.

 If the GUEST is not in the room, place folded laundry on the bed and hang up any garments on the coat hook where the items will be visible to the GUEST. Do not place the laundry in the wardrobe.

 No identification tags or labels must be stapled onto garments nor are garments to be marked in any way directly onto material. A copy of the laundry list or identification tags may be pinned with a safety pin to the garment label.