Laundry Service SOP

Procedure Steps

Step 1: Receiving Laundry from Guests

1. Guest Drop-Off:

   • Guests deliver laundry to the front desk.

   • Offer a laundry bag if they do not have one.

   • If the guest has any special requests (e.g., hang drying, delicate wash, separation of colors), charge these items as a separate laundry service.

2. Tagging the Laundry:

   • Record the service in Loyverse POS:

     • Select the guest’s room number or "Airbnb" if applicable.

     • Input the laundry details and generate a service ticket.

     • Print the ticket and staple it to the bag.

   • Multiple Bags:

     • Tag each bag individually in Loyverse, generating a separate ticket for each.

3. Handover to Laundry Staff:

   • Deliver the bag(s) to the laundry area.

   • Notify the Cleaning and Laundry Staff via WhatsApp with picture of the laundry and Via the radio, wait until confirm receipt.

Step 2: Processing Laundry

1. Standard Procedure:

   • Wash all laundry in cold water.

   • Machine dry and fold neatly.

2. Special Treatment Requests:

   • Treat special items separately (e.g., hang drying, delicate washing, separating colors).

   • Charge these items as a separate laundry service.

3. Timing:

   • Standard Turnaround: Laundry is ready by the next day.

   • Same-Day Requests:

     • Notify laundry staff immediately.

     • Confirm availability from laundry staff depending on the day’s workload.

Step 3: Delivery and Billing

1. Delivery for Hotel Guests:

   • Deliver the completed laundry to the guest’s room.

   • Notify the guest via WhatsApp or in person.

   • Add the laundry charge to the guest’s final bill for payment at check-out.

2. Pick-Up for Airbnb Guests:

   • Notify the guest to pick up their laundry at the front desk.

   • Payment Required: Ensure the guest pays for the service at pick-up via card, cash or paypal

Step 4: Handling Disputes or Issues

1. Lost or Damaged Items:

   • Document the issue in the Incident Diary Book and notify management immediately.

   • Offer to investigate and communicate the resolution with the guest promptly.

2. Special Requests Not Met:

   • Apologize and redo the laundry if necessary, prioritizing guest satisfaction.

Best Practices

• Ensure every bag is tagged individually to avoid mix-ups.

• Double-check special requests and communicate them clearly to laundry staff.

• Maintain professionalism and empathy when handling guest concerns.

Reference Material

• Loyverse POS Guide.