BVLG - HSK - Laundry 23.07.23

1. Was the telephone answered within 3 rings or 10 seconds with an appropriate greeting or in the case of digital communication, was a response received within 3 minutes?

2. Was the laundry/pressing collected within 10 minutes of request for urban hotels and 15 minutes for resort hotels?

3. Did the employee knock on the door/ring the doorbell and if required wait 10 seconds, and then knock on the door/ring the doorbell again and announce their department before asking to enter the room?

4. Was all the laundry/pressing delivered within specified time?

5. If laundry delivery was requested, was it delivered to the room within 10 minutes for an urban hotel and 15 minutes for a resort hotel?

6. Where guest requests are made via in-house digital technology, was the functionality intuitive and seamless and were any requested items delivered within 10 minutes for an urban hotel and 15 minutes for a resort hotel?

7. If any delay in the delivery time, was the guest informed immediately?

8. If a 'privacy' sign/light was present was a calling card/door knob card left under/on the door or a silent message/digital communication left on the telephone?

9. Were all collected items returned and if so were they returned as requested (i.e. folded, on a hanger, etc.)?

10. Were all laundry items appropriately cleaned, pressed and free of odor?

11. If a stain could not be removed from a garment was the guest informed through a printed card or via a telephone message?

12. Were any personal items left in clothes (e.g. money, business cards, etc.) returned and was the guest informed verbally or in writing?

13. Were all hanging garments returned on good quality hangers (i.e. not wire) and if covered was this either reusable (i.e. canvas) or biodegradable (i.e. not plastic)?

14. Were folded garments delivered in a box/basket/tray?

15. Were minor repairs automatically carried out where required (e.g. buttons replaced if fallen off or loose, collar stays replaced, etc.) and was the guest informed verbally or in writing?

16. Were the garments free of any staples, pins or laundry tags?

17. Were any shoes given for cleaning returned on time, cleaned/polished to a good standard and well presented?

18. Was same-day laundry and 2 hour pressing available on week days?

19. Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?

20. Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?

21. Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?

22. Did the employee use the guest's name naturally and discreetly without overusing it?

23. Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?

24. Did the employee actively listen, avoid interrupting and give the caller their undivided attention (i.e. the guest should not have to repeat themselves)?

25. Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?