As12 Launder Guest Clothes 5l2d3w

LAUNDER GUEST CLOTHES

LEARNER GUIDE

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Launder Guest Clothes Learner Information Details Name of Learner

Please Complete details

Name of Assessor Site Name Name of Facilitator Date started Date of completion & Assessment

© Tourism, Hospitality and Sport Education and Training Authority (THETA), 2003

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Table of Contents Launder Guest Clothes...............................................................2 Keys to Icons...........................................................................................................................5 .....................................................................................................................................................5 .....................................................................................................................................................5 Purpose..................................................................................................................................6 Specific Outcomes.............................................................................................................6 Assessment Criteria...........................................................................................................6 To qualify..............................................................................................................................6 Range of Learning...............................................................................................................6 Responsibility.......................................................................................................................6 Specific Outcomes and Range of Learning.......................................................................7 Demonstrated Knowledge and Understanding: ...........................................................7 Demonstrated ability to make Decisions about practice and to Act accordingly: .................................................................................................................................................7 Demonstrated ability to learn from our actions and to Adapt Performance:......8 .......................................................................................8 Related units.........................................................................8 ...................................................................................8 .....................................................................................8 ..................................................................................9 Practical Tasks.......................................................................9 Credits of this Module.........................................................................................................10 Learner ...................................................................................................................10 Learning Assumptions .........................................................................................................10 Purpose of this Module........................................................................................................10 1. Launder Guest Clothes..........................................................11 Collect and Sort Guest Laundry........................................................................................12 1.2 Launder Linen..................................................................................................................15 1.3 Laundry Equipment.........................................................................................................17 1.4 Laundry Chemicals..........................................................................................................19 1.5 Laundry Care Labels......................................................................................................20 1. Launder Guest Clothes..........................................................23 © Tourism, Hospitality and Sport Education and Training Authority (THETA), 2003

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4 1.6 Finish and Deliver Laundered Items.........................................................................23 1.7 Packaging guidelines......................................................................................................25 2. Efficiency........................................................................29 2.1 Organisational Requirements......................................................................................29 3. Situations and Challenges......................................................30 3.1 Provide a Laundry Service in a Hospital Environment...........................................30


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Keys to Icons The following icons are used throughout the study guide to indicate specific functions: DON'T FORGET/NOTE This icon indicates information of particular importance. EXERCISES Practical activities to do, either individual or in syndicate groups during the training process

VIDEOS The videos are recommended as a further training tool and are available for hire from providers SELF ASSESSMENT QUESTIONS. Self evaluation for learners to test understanding of the learning material PRACTICAL TASKS An important part of the assessment process is proof of competence. This can be achieved by observation or a portfolio of evidence. These tasks meet this component of assessment. ACTIVITY TIP These help you to be prepared for the learning to follow and must be added to the module content/portfolio of evidence.


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Launder Guest Clothes Introduction Purpose

In order to achieve the credits and qualify for this appropriate ed standard, determined by the Sector of Education Training Authority, you are expected to have demonstrated specific learning outcomes.

Specific Outcomes

Specific outcomes describe what the learner has to be able to do successfully at the end of this learning experience.

Assessment Criteria

The only way to establish whether a learner is competent and has accomplished the specific outcome, is through the assessment process. Assessment involves collecting and interpreting evidence about the learners’ ability to perform a task. This module includes assessments in the form of selfassessments, group exercises, quizzes, projects and a practical training programme whereby you are required to perform tasks on the job and collect as portfolio of evidence, proof signed by your supervisor that you have successfully performed these tasks.

To qualify

To qualify and receive credits towards your qualification, a ed Assessor will conduct an evaluation and assessment of your portfolio of evidence and competency.

Range of Learning

This describes the situation and circumstance in which competence must be demonstrated and the parameters in which the learner operates.

Responsibility

The responsibility of learning rest with you, so . . . • Be proactive and ask questions. • Seek assistance and help from your coach, if required.


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Specific Outcomes and Range of Learning Demonstrated Knowledg e and Understa nding:

1. State the organisation’s control procedures for guest laundry. 2. Stress the importance of laundering and returning guest laundry within the agreed time frames. 3. Stress the importance of adhering to manufacturer’s instructions when laundering guest laundry 4. Stress the financial impact on the organisation of damaging guest laundry. 5. Explain the importance of working in an efficient and organised manner.

Demonstrated ability to make Decisions about practice and to Act according ly:

1. Sort items correctly and describe the cleaning process. 2. Select correct laundry methods in accordance with textile labels, fabric and amount of soilage. 3. Check items for laundering for stains and use the correct process to remove the stains. 4. Use the correct cleaning agents and chemicals specific to their function. 5. Operate the laundry equipment.( Range of laundry equipment: washing machine, tumble dryer, iron, steam press, sorting basket) 6. Inspect and check items after laundering process to ensure quality cleaning. 7. State the procedure for reporting any damage to laundry items. 8. Carry out pressing and finishing procedures. 9. Explain the importance of correct, neat packaging and presentation of guest laundry. 10. Keep record and billing systems, following correct procedures. 11. Return finished items to customer or store safely within the required time frames. 12. Carry out all work as per work schedule in an efficient manner.


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Demonstrated ability to learn from our actions and to Adapt Performa nce:

1. Demonstrate how performance would be adapted when providing a laundry service for patients in a hospital environment.

Related units

AS05 Handle and Store Cleaning Equipment and Materials AS09 Provide an On Premise Laundry Service AS13 Provide a Valet Service AS15 Provide a housekeeping service AS18 Maintain the housekeeping service XX16 Maintain health, hygiene and a professional appearance


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Practical Tasks As part of this module you will be required to complete the following tasks. An assessor must be present to observe you as you complete the tasks OR you can provide a portfolio of evidence proving your competence. Practical Exercise Task No. 1

Task No. 2

Task No. 3

Task No.4 Task No 5. Task No 6.

Task No 6.

Task Type

Date Completed

Comments and initials of observer

Receive, check and sort guest’s dirty laundry according to type of laundry, type of fabric and washing instructions Use various laundry equipment, i.e. washing machines, tumble dryers, steam irons, presses and sorting baskets or containers Use the correct cleaning agents and chemicals for different types of laundry, e.g. satin, cottons, polyester Identify and correctly remove stains from various soiled garments Press and finish guest laundry items according to company procedures Package, return or store guest laundry according to procedures Record guest laundry according to company procedures


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Credits of this Module The Unit Standard AS12: Launder Guest Clothes has a total credit value of 2.

Credits

Learner Resources

The following is recommended as a further training tool and resource: 1. AH&MA Housekeeping Management, by Margaret M. Kappa, Second edition 2. Principles and Practices of Hygiene by Lisa Gordon-Davis 3. Practices of Occupational Health and Safety by Lisa Gordon-Davis

Learning Assumptions Learning

assumpti ons

It is assumed that the learner has completed AS09, Provide an On Premise Laundry Service.

Purpose of this Module Overall Outco me

The learner must be able provide a guest laundry service while understanding the importance of taking care of guest property and working according to work schedules.


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1. Launder Guest Clothes Specific

Outco mes

•

Collect and deliver guest laundry

•

Check that the quantity of guests dirty laundry complies with documentation

•

Sort and store guests laundry in accordance with organisational requirements

•

Tag, sort and pre-treat guest’s laundry items

•

Check that laundry equipment is clean, free from damage and ready for use

•

Load, use and unload washers

•

Clean and maintain work areas

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Iron and press linens

•

Fold linens by hand

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Use correct types and quantities of detergents/chemicals

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Ensure that guests laundry is laundered according to procedures

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Dry laundered linen in the appropriate manner

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Check laundered items and report any damage

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Make sure that laundered items are finished according to organisational requirements

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Transport clean laundry to storage areas

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Figure bills to be attached to guest laundry

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Secure storage areas from unauthorised access


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Collect and Sort Guest Laundry Find out if there is, and then get a copy of your unit’s procedure for operating a guest laundry service. File this with this module. Procedures

Following are typical procedures for collecting and sorting guest laundry:

Importance

Guests have a certain expectation when sending their clothes for laundry, this being that it will be done efficiently and timeously, as well as expecting that no damage or loss will occur. You need to ensure then that the guest’s laundry is delivered back to them according to their expectations.

Item Collecting guest laund ry

Collection car d

Action Collection times should have been established by your organisation already and you should follow these according to your organisation’s policies and procedures. Typical collection times would be in the evening for overnight laundry, which would then be delivered back to the guest the next day, or in the morning, which would then be delivered back the same day.

There would generally be a collection card in the guest’s room, usually in the form of a door knob card, which the guest would then hang outside his door, thus advising the housekeeping department that he has laundry to be collected.


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13 Laundry list

There would also be a laundry list in the room, which the guest would then fill in according to his requirements. The same laundry list would also be used for any valet that he/she would have. See below for an example of a typical laundry list.

Collecting laund ry from a guest room

On occasions, you might be requested to collect laundry from a guest bedroom.  Knock on the door and call “Housekeeping”  When the guest opens the door, inform the guest that you are from Housekeeping and that you have come to collect guest laundry  Check that the guest has filled out a laundry request form  to greet and to thank the guest • Place the dirty linen (in bags) in the receiving area. • Sort the laundry according to types, sizes, etc • Check labels of laundry for washing instructions • Check laundry against the laundry request slip and ensure that all items are correctly recorded. • Make sure that the numbers of items correspond with the documentation. • Take dirty linen to laundry area in the various sorting baskets that would be supplied for this purpose. • Once all the dirty linen has been sorted and packed, ensure that the receiving area is clean and tidy and all rubbish removed. • Make sure that dirty laundry is always kept separate from clean items • Secure the receiving area. • Report any discrepancies to your supervisor e.g. shortage of dirty linen to documentation, unauthorised entry by persons to receiving area, heavily stained or damaged items.

Receiving

guest laund ry

Get a copy of your establishment’s your procedures for cleaning laundry equipment and file at the back of this document, or write a checklist of what must be cleaned and how.


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1. Provide an On Premise Laundry Service Procedure

The following is an example of a typical laundry list. Your list may differ according to the type of establishment. In some cases, laundry lists are completed in duplicate (one for the guest, and one as a control for the laundry and for billing procedures).

DRY CLEANING/LAUNDRY Laundry should be handed in before 08h00 and will be returned the same day. Name:

Room No:

Laundr

Price

Expres

Blouses

R

Brassie

Guest

Hotel

Date: Dry

Price

Expres

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Dresse

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R

R

R

Costum

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R

Dresse

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R

Suits

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R

Panties

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R

Skirts

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R

Night

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R

Overco

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R

Pajama

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R

Rain

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R

Shirts

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R

Blouses

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R

Shorts

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R

Jerseys

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R

Socks

R

R

Jackets

R

R

Underw

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R

Tuxedo

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R

Guest

Hotel


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Skirts

R

R

Tro

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R

T-shirts

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R

Ties

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R

Jerseys

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R

Belts

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R

Fancy

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R

Track

R

R

Handke

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R

Shirts

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R

Towels

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R

Waist

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R

Track

R

R

Evenin

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R

SPECIAL INSTRUCTIONS

SPECIAL INSTRUCTIONS

1.2 Launder Linen Item

Action


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16 Check

e q ui p m e n t a n d c h e m ic al s

• • • •

All equipment must be checked prior to starting any of the laundry process to ensure that it is clean and operating correctly The filter of each machine must be checked to see if it is clean and free from lint and debris. The detergents/chemicals that are going to be used must be checked to see that there is enough for the laundry process. Any laundry that is very soiled or has particular stains needs to be pre-treated for these stains prior to washing.

Pretreatment Pret r e a ti n g o f s t ai n s

•

•

•

• • •

Different types of stains need to be pre-treated in order to ensure that they are removed during the laundry process. There are various types of chemicals on the market that will do the job, and you need to find out which chemicals are used in your establishment and when they are used, for which stains etc. You also need to be aware of the various kinds of stains that might soil garments and how these need to be treated, depending on the type of fabric. , when dealing with soiled linen and stains, it is important to wear protective clothing and rubber gloves, to ensure the prevention of spreading germs and other harmful bacteria. Never use harsh chemicals that may damage, burn or mark laundry items. Always check with your laundry supervisor or housekeeper if you are unsure what chemicals and processes to use. Rubber gloves and protective clothing should also be worn when dealing with chemicals and strong detergents


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17 Load

w a s hi n g m a c hi n e s

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• • • • • •

Place the correct quantity or weight of laundry in the washing machine (ing that the linen is washed according to how it has been sorted, e.g. whites with whites, delicate fabrics together etc. you must take great care in reading and understanding the labels on the garments and what they mean, as this is important as to how the garment is washed and what cycles to use on the washing machine.) Add the correct chemicals/detergents according to the operating instructions. Ensure that the door is closed properly, and activate the cycle according to the operating instructions. Once the cycle is complete, remove the laundry from the washer and place in the dryer. Ensure that the door is closed properly and activate the dryer according to the operating instructions. Some items cannot be tumble-dried: refer to the instructions on the label of the garment Once the cycle is complete, remove the laundry and take to the clean linen sorting area for ironing.

Wash cycle Drying cycle

1.3 Laundry Equipment Procedure

The following equipment may be used:

Washing Machine

A typical laundry wash process involves the following process: Flush 1 to 3 minutes Medium temperature High water level Dissolves and dilutes water soluble soils to reduce the soil load for the next steps •


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Break level

4 to 10 minutes

Medium temperature

Suds 5to 8 minutes High temperature level Washing detergent is added here for actual wash cycle •

Low water

Low water

• 1st Rinse 2 to 5 minutes High temperature Low water level Removes soil to help bleach/detergent to be more effective • Bleach 5 to 8 minutes High temperature Low water level Bleach is added, kills bacteria, whitens fabrics and removes stains 2nd Rinse 1 to 3 minutes Medium temperature High water level Two or more rinses occur to remove detergent and soil from linen •

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Intermediate Extract This is a high speed spin, usually after the first rinse, removing soil and detergent from linen. This step should not occur after the suds step as it could drive soil back into the linen

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Softener 3 to 5 minutes level

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There may be two or more washing cycles depending on your equipment

•

Extract 2 to 12 minutes This is the last high speed spin and removes most of the moisture from the linen. The length of spin depends on the fabric type and cycle used

Medium temperature

Low water

, never to overload machines, keep them clean at all times, Use the correct cycles for the wash load that is being done and use the correct chemicals as incorrect chemicals can damage linen. Dryer

Dryers remove moisture from the linen. This is done by tumbling linen in a rotating cylinder, through which heated air is ed. Air is heated and must flow freely, therefore it is important to


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19 ensure that the air flow is kept clean and free of dirt so as not to clog the vents. The drying process is followed by a cooling process to ensure that the laundry is not damaged by rapid cooling after drying. Linen should be removed immediately after drying and followed by the folding process. Steam press or hand iron

Linen should be moist when going into ironing as dry linen can cause static electricity to build up. Steam presses are used to iron the linen flat, whilst hand irons are used for more delicate ironing and to ensure that creases are kept in the correct places. Hand irons should really be used for all guest laundry.

1.4 Laundry Chemicals Procedure Water Detergents

Synthetics Alkalies

Bleaches

Softeners

The following chemicals are normally used in the laundry process: The main ingredient in the washing process Various liquid or powder cleaning agents that are used to wash the laundry, similar to the washing powder you use at home, but on an industrial scale Effective detergent on oil and grease Also acts as an anti bacterial agent Usually added to synthetic detergents to soften water and remove oil and grease Also helps to neutralise acidic stains (most stains are acidic), making the detergent more effective Bleaches help remove stains and whiten the linen There are two kinds of bleaches: Chlorine bleach and Oxygen bleach. Oxygen bleach is milder than chlorine bleach and is used in hot water on organic stains Chlorine bleach is best on white linen These make fabrics softer and easier to fold and dry Usually added in the first wash cycle


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20 Starches Pretreating chemicals And stain removers

Starches are used to stiffen cotton fabrics and are added in the final stage of the washing process These are chemicals that have been specifically manufactured for the pre-treating of various types of stains and soiling that will not normally be removed during the washing process. You need to be particularly careful when handling these chemicals, as they can be harmful to the skin and certain fabrics, so you need to ensure that the correct stain removers are used in this process.

Make a list of the chemicals used in your establishment, their uses or applications, and when you would use them in the washing process. File this at the end of this module.

1.5 Laundry Care Labels Tips on Care Labels


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21 Importance It is extremely important to know and understand the meaning of the various labels on different garments. These will determine the process to be used for washing as well as for ironing each garment. Some labels will also tell you what type of chemicals to use. You should be aware of all possible labels and understand what effect they have on your performance with regard to laundering guest clothes. Care labels provide helpful information that can save you time and money. Failure to read these labels carefully may result in damaged items, which will result in guest complaints. The establishment will also have to pay the guest for damaged items. Cleaner, fresher clothes means longer-wearing apparel. And clothes that are bleachable are easier to get clean. When a care label doesn’t mention bleach or says "Bleach when needed," it means it is safe to use a liquid bleach. When the label says "Non-chlorine bleach when needed" use a non-chlorine (coloursafe) bleach. Because clothes can be mislabeled, follow the easy directions on bleach container labels to test fabrics for colourfastness.


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Machine wash cold

Machine wash cold Permanent press

Machine wash cold Gentle cycle

Machine wash warm

Machine wash warm Permanent press

Machine wash warm Gentle cycle

Machine wash hot

Machine wash hot Permanent press

Machine wash hot Gentle cycle

Hand wash

Do not wash

Bleach as needed

Non-chlorine bleach

Tumble dry-no heat

Tumble dry-no heat Permanent press

Do not bleach

Tumble dry-no heat Gentle cycle


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23 Tumble dry-low heat

Tumble dry-low heat Permanent press

Tumble dry-low heat Gentle cycle

Tumble dry-medium

Tumble dry-medium Permanent press

Tumble dry-medium Gentle cycle

Tumble dry-high

Do not tumble dry

Drip dry

Dry flat

Iron-low heat

Iron-medium heat

Do not iron with steam

Do not iron

Dry clean only

Do not dry clean

Line dry

Iron-high heat

1. Launder Guest Clothes 1.6 Finish and Deliver Laundered Items Procedures

Following are typical procedures for the ironing, folding and


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24 packaging of guest’s laundered items: Item Ironing, pr es sin g an d fol din g

• • • • • • • • • • •

•

Procedure

Action Check that all equipment is in good working order, clean and free from damage Check that irons and presses are pre-heated and at the correct temperature for the item to be ironed. Check all laundered items are free from damage and stains Any stained or damaged items must be removed and this reported to your supervisor. The laundry must be pressed or ironed according to your establishment’s organisational requirements. The finished items should be free from wrinkles, marks and stains and must have a smooth appearance. All laundry must be folded, sorted and packaged according to your organisational requirements. Finished laundry must be checked against documentation to ensure numbers and items are correct Complete the documentation according to your company procedures to ensure that guests are billed correctly All laundry must be taken to the storage area and stored ready for delivery to the guest’s room. You may make use of trolleys or sorting baskets in your unit or the linen may be transported by hand depending on the size of your establishment and the amount of linen laundered. All areas must be kept clean and tidy and any debris removed and the area secured from unauthorised access

Procedures will vary for the delivery of guest laundry to the rooms.


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25 Delivery

• • • • • • • •

Guests expect laundry to be delivered within the promised time frames Deliver the guest’s laundry at the correct times according to your instructions and in an efficient and friendly manner. When delivering laundry to a room, use the knock and enter routine If the guest is in the room, greet the guest politely Make sure that all the items to be delivered are correct to the guest’s documentation. Ensure that the correct billing procedure has been followed according to your organisational requirements. Process the , e.g. it on to the correct person, according to your organisational requirements. Any undelivered laundry must be stored securely in a clean, neat and tidy area to prevent soiling, loss or damage.

1.7 Packaging guidelines Importance

The presentation of finished laundry is important for the image of the establishment or company. Guest laundry that is packaged correctly, clean and neat will ensure guest satisfaction with laundry services and the company in general.

Procedure

Your establishment will have specific procedures in place with regard to how various guest items must be folded and packaged, ready for delivery to the guest.


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26 • • • • • • •

Check that the clothing item is not damaged. Fold the item according to your organisational requirements, and according to the type of packaging. Boxes, tissue paper and plastic should be clean and undamaged Place the correct cardboard stiffener or tissue paper in between the folding according to your organisational requirements. Wrap the item according to your organisational requirements. Label the item or seal it according to your organisational requirements. Make sure that the guest name and room number are clearly visible on any packaging to prevent loss or mixing up of guest laundry

Briefly describe how items of guest laundry are folded or packaged in your establishment. File this at the end of this module.

Obtain a copy of your laundry list and file at the end of this module.


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Self-Assessment 01

Instructions

In the following test you will be required to answer all questions. • You are required to obtain 100% to . • If you do not obtain the mark, revise all the learning material and redo the test. •

Question 1 What are your company procedures for controlling guest laundry?

Question 2 Why is it necessary to adhere to the label instructions of laundry items?

Question 3 Why is it important to use correct types of detergents/chemicals?

Question 4 Why is it important to launder and return guest laundry within the expected time?

Question 5 Explain the procedure for reporting damaged items. What would happen if the establishment damaged guest laundry?


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2. Efficiency Specific

Outco mes

•

Complete work to meet schedules and specified deadlines according to company procedures.

2.1 Organisational Requirements Work schedules and efficie ncy

You are expected to work efficiently, and to follow laundry procedures to ensure customer satisfaction: •

•

•

• •

• • •

Dirty laundry: must be sorted correctly to ensure that the next step(the washing process) is carried out as quickly as possible. Securing the sorting area: this is important to ensure that linen is not stolen or misplaced as this would then cause losses which would effect the customer as well as the financial status of the establishment. Wash and dry cycles: this must be carried out as efficiently as possible to maintain a flow of linen. Slowing down at one point will cause delays at another point. The correct chemical usage is important to ensure that damage and soiling does not occur Ironing and folding: must be dealt with as fast and as efficiently as possible so that items can be finished and returned to guests within the expected time This will also ensure that the work cycle flows and that there are no delays in the laundry process Correct packaging and delivery: a professional product will be returned to the guest. Efficient packaging and delivery will also prevent loss and damage to finished items

Consider the following benefits of working according to and meeting work schedules: • •

You will work quickly and efficiently without wasting time by running around trying to find equipment and materials. You will be able to do your job thoroughly because all the steps will be covered and you will not miss anything by


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•

mistake. Guests will be happy because laundry will be completed and returned according to standard, and in time.

These requirements may vary from one organisation to the next, however, an understanding attitude towards time and attending to the laundry process has a direct impact on customer satisfaction and repeat business.

3. Situations and Challenges Specific Outco mes

•

Explain how you would adapt your performance when laundering clothes for patients in a hospital environment:

3.1 Provide a Laundry Service in a Hospital Environment Procedures

Below are some guidelines on how laundry processes would be adapted in a hospital:

Step 1.

Action You would need to ensure that the hygiene standards are specifically adhered to, as there are many more instances of infection and contamination within a hospital.

2.

Care would have to be taken with regard to your personal hygiene and the need for protective clothing and rubber gloves. Your protection from contamination is as important as the protection of the patients.

3.

You would have to ensure that the laundry process and the use of chemicals is strictly adhered to within the organisational requirements of the establishment, so as to ensure the items being cleaned properly and that all soiling is removed from all items.

4.

Most fabric items to be cleaned in a hospital laundry would be washed at high temperatures and disinfected to ensure that all bacteria were killed. Bleaches would also be used for pre-treatment or stain removal.


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31 5.

Timeous completion of laundry is essential for patients in a hospital as they may need certain items of clothing far quicker than other customers. The patients would have to have their laundry to be able to change clothes, which might occur frequently in a hospital.

Get a copy of your unit’s safety and hygiene standards and list the steps to be followed with emphasis on the laundering process.

Exercise


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Self-Assessment 02

Instructions

In the following test you will be required to answer all questions. • You are required to obtain 100% to . • If you do not obtain the mark, revise all the learning material and redo the test. •

Question 1 Explain why it is important to work in an efficient and organised manner when providing a guest laundry service.

Question 2 Give some examples of how laundry processes would be different in a hospital environment.


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SIGNATURES REQUIRED ON SUCCESSFUL COMPLETION OF THIS MODULE:

General

General

Co m me nts & Re vie w by as se sso r

co mm ent s fro m lea rne r

I …………………………………………… (Supervisor / Coach) hereby certify that I have examined the learners’ workbook and that the learner has successfully completed this section of the training programme.

_______________________ SIGNATURE SUPERVISOR

_________________________ SIGNATURE LEARNER

DATE: ___________________

DATE: _____________________


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