Title Page
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Conducted on
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Prepared by
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Audited Person
COLLECTION:
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Was the telephone answered within 3 rings or 10 seconds with anappropriate greeting?
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Was the laundry/pressing collected within 10 minutes of request for urban hotels and 15 minutes for resort hotels?
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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 entering the room?
DELIVERY AND PRESENTATION:
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Was all the laundry/pressing delivered within specified time?
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If laundry delivery was requested, was it delivered to the room within 15 minutes of the request?
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If any delay in the delivery time, was the guest informed immediately?
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If a 'privacy' sign/light was present was a calling card/door knob card left under/on the door or a silent message left on the telephone?
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Were all collected items returned and if so were they returned as requested (i.e. folded, on a hanger, etc.)?
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Were all laundry items appropriately cleaned, pressed and free ofodor?
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If a stain could not be removed from a garment was the guest informed through a printed card or via a telephone message?
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Were any personal items left in clothes (e.g. money, business cards, etc.) returned and was the guest informed verbally or in writing?
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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)?
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Were folded garments delivered in a box/basket/tray?
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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?
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Were the garments free of any staples, pins or laundry tags?
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Were any shoes given for cleaning returned on time, cleaned/polished to a good standard and well presented?
THE EMPLOYEE - BEHAVIOURAL STANDARDS:
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Were employees well groomed and neatly presented in clean, well fitted uniforms and, if applicable, wearing name badges, resulting in a positive first impression?
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Was the employee’s speech clear and use of English satisfactory, enabling engagement in two-way conversation with the guest?
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Did the employees engage in a well-paced, natural (non-scripted, jargon/slang free), friendly and interested manner?
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Did the employee use the guest's name naturally and discreetly without overusing it?
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Did employees collaborate seamlessly to ensure service was organized and professional without being intrusive or repetitive?
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Did the employee actively listen, avoid interrupting and give the caller their undivided attention (i.e. the guest should not have to repeat themselves)?
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Where applicable, did the employee display self-control and empathy in challenging interactions and offer a suitable alternative/resolution?
