CRT Learning Module 14: Housekeeping Procedure NCII CRT
CRT Learning Module 14: Housekeeping Procedure NCII CRT
CRT Learning Module 14: Housekeeping Procedure NCII CRT
The Unit of Competency “Laundry Linen and Guest Clothes” covers the
knowledge, skills and attitudes required as part of the competencies to complete so
as to qualify in the National Certification in Housekeeping NCII.
This module was prepared to help you achieve the required competency in
Housekeeping NC II. This will be the source of Information for you to acquire
knowledge and skill in this particular trade independently and at your own pace, with
minimum supervision of help from your instructor.
Talk to your online facilitator and agree on how you will both organize the
Training of this unit. Read each through the module carefully. It is divided
into sections, which cover all the skills and knowledge you need to
successfully complete this module.
Work through all the information and complete the activities in each section.
Read Modules and complete self-check. Suggested references are included to
supplement the materials provided in this module.
Most probably your facilitator will be your supervisor or manager. Your online
facilitator will support and correct you.
Your online facilitator will tell you about the important things you need
consider when you are completing activities and it is important that you listen
and take notes.
You will be given plenty of opportunity to ask questions and practice on the
job. Make sure you practice new skills during regular work shifts. This way
you will improve both your speed and memory and also your confidence.
Talk to more experienced workmates and ask for their guidance.
MODULE DESCRIPTOR:
This course is designed to enhanced the knowledge, skills, and attitude in
housekeeping specifically it covers provision of housekeeping services to the guest,
preparing room for the guest, cleaning the premises, provision of valet service,
laundry linen and guest clothes.
Number of Hours:
6 hours
LEARNING OUTCOMES:
At the end of this module you MUST be able to:
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.
Always answer the telephone in line with your hotel’s procedures using the
correct phrases and the guest name wherever possible:
Room Guest name Laundry Dry clean Press only Time collected &
number
Special instructions
402 Jones
1518 Nguyen
1822 Bell
2020 Singh
716 Murphy
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, and 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.
There are essentially three different methods of managing linen stock when there is
an on-site laundry;-.
a) 1 for 1
b) Top up system
c) Requisitioning system
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 totalled and checked by the
Housekeeping supervisor and sent to the linen room or laundry for
replacement in exact quantities onto these floors
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.
e.g. Room attendants use linen and rely on laundry or housekeeping staff to
replenish the stock.
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.
See www.eventlinen.com.au
SHORT ANSWER: