Front Office Operations Guide 1177 Guest Laundry and

Front Office Operations Guide, 1177 Guest Laundry and Dry Cleaning A. Overview Most MMI hotels offer valet pick-up and drop-off service for guests’ laundry and dry cleaning. Check your Hotel-specific Guest Services Guide for the service details for your Hotel. The purpose of this policy is to assure we handle guest laundry and dry cleaning services without delays or losses to our guests. For prices, see the in-room laundry and dry cleaning price list. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

Front Office Operations Guide, 1177 Guest Laundry and Dry Cleaning B. Responsibilities Guest service agents and night auditors are responsible for handling all aspects of guest laundry and dry cleaning services, including informing guests of laundry schedules, accepting incoming guest laundry bags, making entries to the Laundry Log, releasing laundry bags to the laundry company, receiving clean laundry and dry cleaning from the laundry company, returning clean laundry and dry cleaning to guests and posting guest laundry charges to the PMS. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

Front Office Operations Guide, 1177 Guest Laundry and Dry Cleaning C. Receiving Laundry and Dry Cleaning from Guests Guestrooms have laundry bags and forms. The laundry forms have the prices for each garment type. Guests may use our laundry and dry cleaning services by filling out a laundry form and placing it into a laundry bag with their garments. Guests may drop off their clothing for laundering or dry cleaning at the front desk before the scheduled time for same-day service. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

Front Office Operations Guide, 1177 Guest Laundry and Dry Cleaning C. Receiving Laundry and Dry Cleaning from Guests (cont. ) When guests drop off laundry bags at the front desk, use the following procedures: 1. Thank the guest and tell him or her when the clean laundry will be ready. For example, 2. "Thank you Ms. Hansen, you may pick this up after 6: 00 P. M. Monday evening. " 2. Check that a laundry slip is in the bag. 3. Enter the guest drop-off on the Laundry Log form. Enter the date, time (if it is after the laundry company has picked up for that day), the room number and the number of bags. 4. Place the laundry bag in the room behind the front desk where it will not be a tripping hazard. Do not leave the laundry bag in guest view. 5. GUEST SERVICES GUIDE © Marin Management, Inc. Continue ►

Front Office Operations Guide, 1177 Guest Laundry and Dry Cleaning D. Reported Discrepancies Sometimes the laundry company reports a discrepancy in the count or other aspects of guests' laundry. When this happens, call the guest's room to tell the guest of the reported discrepancy or, if the guest is not in, leave a voice-mail message. Make sure that you put this information into both the Guest Services Shift Log and Laundry Log. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

Front Office Operations Guide, 1177 Guest Laundry and Dry Cleaning E. Pick-up by the Laundry Company When the laundry company's representative picks up the guest laundry bags, be certain he or she does not block the Hotel's front entrance with the laundry truck. Ask him or her to sign the Laundry Log for the number of bags picked up. (Note this number may be different if employees have dropped off laundry bags that have not been entered in the Log. ) Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

Front Office Operations Guide, 1177 Guest Laundry and Dry Cleaning F. Delivery by the Laundry Company When the laundry company's representative returns the cleaned guests' garments be certain he or she does not block the Hotel's front entrance with the laundry truck. Note that all laundry picked up has been returned by comparing the names on the laundry and dry cleaning slips attached to the bags and boxes to those on the Laundry Log for the day. Bring any discrepancies to the driver's attention and note them in the Log. Hang the laundry and dry cleaning (those pieces that are on hangers) in the back office. Count and verify the laundry tickets. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

Front Office Operations Guide, 1177 Guest Laundry and Dry Cleaning G. Post the Laundry Charges Each evening, after the laundry company has delivered the guest laundry and dry cleaning, post the charges to the property management system (PMS) from the laundry slips. Place one copy of the laundry slip into the bucket for each guestroom being charged. If you receive laundry from the laundry company without a tag indicating the room number, wait until the guest has picked up the laundry to find out the room number and then post the charge. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

Front Office Operations Guide, 1177 Guest Laundry and Dry Cleaning H. Returning Clean Laundry and Dry Cleaning to Guests As time allows, guest service agents deliver clean laundry and dry cleaning to guestrooms, hanging it in their closets. When delivery to the guestrooms is not possible, call guests to tell them that their dry-cleaning is back and can be picked up at their convenience. If the guest does not answer the call, leave a voice-mail message. When you deliver clean garments to a guestroom and when guests pick up their laundry at the front desk, note the events in the Laundry Log. Continue ► GUEST SERVICES GUIDE © Marin Management, Inc.

Front Office Operations Guide, 1177 Guest Laundry and Dry Cleaning I. Employees’ Personal Laundry and Dry Cleaning Check your Hotel-specific Guest Services Guide regarding whether team members may use the Hotel’s laundry-valet service. End GUEST SERVICES GUIDE © Marin Management, Inc.

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