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Category: Miscellaneous

Autor: anton 06 March 2011

Words: 5382 | Pages: 22

Launder linen & guest clothes

An optional resource for Learners, Trainers and Assessors

to support the

Tourism, Hospitality & Caravan Training Packages

THT02, THH02 & THC03

В© Australian National Training Authority (ANTA), 2003

Published by Australian Training Products Ltd

GPO Box 5347BB, MELBOURNE, Victoria 3001, Australia

Telephone: +61 3 9630 9836 or 9630 9837

Facsimile: +61 3 9639 4684

All rights reserved. This work has been produced initially with the assistance of funding provided by the Commonwealth Government through ANTA. This work is copyright, but permission is given to trainers and teachers to make copies by photocopying or other duplicating processes for use within their own training organisation or in a workplace where the training is being conducted. This permission does not extend to the making of copies for use outside the immediate training environment for which they are made, nor the making of copies for hire or resale to third parties. For permission outside of these guidelines, apply in writing to Australian Training Products Ltd.

The views expressed in this version of the work do not necessarily represent the views of ANTA.

ANTA does not give warranty nor accept any liability in relation to the content of this work.

First published mmmm, 2003


Printed for Australian Training Products Ltd by


Introduction 1

Who Could Use this Resource 2

How to Use this Resource 3

Competency Checklist 4

Knowledge summary 6

Information for Learners 7

Training 7

Assessment 8

Recognising skills already learnt 8

Tips for learners 9

Workplace Examples 10

Launder linen and guest clothes 10

Fact Sheets 11

Fact Sheet 1: Requirements of a good laundry 12

Fact Sheet 2: The laundering process 15

Fact Sheet 3: Removing stains 19

Fact Sheet 4: Storing linen 21

Fact Sheet 5: Quality control 22

Fact Sheet 6: Providing guest services 24

Activities 25

Questions 40

Sample Assessment Activities 41

Assessment 1 41

Assessment 2 41


This Training Resource will help you develop skills and knowledge for the unit of competency THHBH05B Launder linen and guest clothes.

It deals with the skills and knowledge required to work in an В‘on-premises' laundry in a commercial accommodation establishment.

This unit must be assessed with or after the following unit which describes skills and knowledge essential to this unit of competence:

 THHGHS01B Follow workplace hygiene procedures.

There is also a link between this unit the following unit and combined training and assessment may be appropriate:

 THHGGA06B Receive and store stock.


This a flexible delivery resource and is designed to be used by learners, trainers and assessors. It contains fact sheets, activities, questions and sample assessment items which can be used in a variety of training situations. Training may be undertaken on or off the job or a combination of both. These materials may also be adapted for delivery in distance mode.

Learners undertake their training in different situations and may be known as students, trainees or participants. They may be beginners in the industry or have some or considerable industry experience.

Trainers, similarly, may be teachers, facilitators, supervisors, managers or mentors and be working in the industry or in a training organisation.

Assessors who undertake the formal assessment must be qualified or accredited assessors.

Trainers and assessors should read the Companion Guide for further advice on using this resource and must refer to the Training Package and the individual competency standard.


Learners could use this resource to:

 Study at their own pace

 Review topics covered by their trainer

 Prepare for assessment. TRAINERS

Trainers could use this resource to:

 Plan and deliver training

 Provide learners with additional information

 Set practical activities for training

 Keep a record of the training that has been done. ASSESSORS

Assessors could use this resource to:

 Plan assessments

 Show learners where improvement is needed

 Keep a record of evidence used in the assessment.


As a Trainer you could:

 Use the checklists to develop course programs, RPL learners, check progress or record assessment.

 Use the fact sheets to make handouts, overheads or reading assignments.

 Use the activities to develop training sessions or projects.

 Use the fact sheets and activities to develop distance learning programs.

 Use the activities or assessment activities for formative or final assessments.

As an Assessor you could:

 Use the assessment activities and competency checklist to support assessment following a training program.

 Use the checklists for a recognition of prior learning assessment.

 Use the checklists to record progress.

 Use the questions as part of formative or summative assessment.

As a Learner you could:

 Work through all the information and complete the activities, as directed by your trainer.

 If your training is off the job, use this workbook as a study guide and companion for materials delivered in classroom-style sessions.


This is a summary of the skills and knowledge that you must have to meet the requirements of the unit of competency covered by this Training Resource. This is only a summary. You will be assessed against the full competency standard which your trainer or assessor should show you. Use this checklist to:

 identify skills and knowledge that you need;

 identify skills and knowledge that you may already have;

 check and record your progress;

 prepare yourself for assessment.


On completion of this unit you should be able to: Performance Criteria

You will know you have achieved this when you can:

1. Process laundry items.  Correctly sort items according to the cleaning process required and the urgency of the item.

 Correctly select laundry methods in accordance with textile labelling codes and based on fibre and fabric, dye fastness and amount of soilage.

 Check items for laundering for stains and treat stains using the correct process.

 Use cleaning agents and chemicals correctly, in accordance with manufacturer's instructions and specific laundry equipment.

 Operate laundry equipment in accordance with manufacturer's instructions.

 Check items following completion of the laundering process to ensure quality cleaning.

 Record any damage arising from the laundering process and notify appropriate person(s) in accordance with enterprise procedures.

 Complete pressing and finishing processes correctly.

2. Package and store laundry items.  Package and present guest laundry in accordance with enterprise standards and procedures.

 Complete records and billing information in accordance with enterprise procedures.

 Return finished items to guest in accordance with required timeframes.

 Store processed guest laundry where required, according to guest requests or where return to guests is not possible.

Knowledge summary

To be competent, you must also have knowledge of and skills in:

 hygiene, health and safety issues of specific relevance to laundry operations, including:

 manual handling;

 handling laundry chemicals;

 basic principles of infection control;

 maintenance of clean and dirty laundry area separation;

 types of fabric and laundry requirements for each;

 the meanings of laundering and dry cleaning labels on clothing;

 key laundry terms;

 common guest laundry issues;

 enterprise linen control procedures including:

 clean for dirty;

 set amount;

 topping up;

 uniform issue;

 condemned linen;

 procedures if problems are identified;

 use of specific laundry chemicals.



Competence means that you have the required knowledge and skills to do your job. These are described in В‘competency standards'. Your training will be based on these competency standards to make sure that it is relevant to the needs of your job and yourself. After your training, your competence will be assessed against the standards. The competency checklist and knowledge summary in this Training Resource are from the competency standards.

Your training may take place in the workplace on the job, or in a classroom as part of a training program or course, or a combination. The purpose of the training is to develop your workplace competence, so you will be expected to practise your skills whenever you can. This can be done through work experience, practical sessions in a training organisation or through your full time or part-time job. It is important that you have both theoretical and practical knowledge and skills.


If you are undertaking a traineeship whilst working or at school, much of your learning will take place on-the-job. This will be supported by training sessions in a college or training organisation.


If you have enrolled to do a course, you will be provided with both practical training and theory. Make sure you do all the exercises and reading you are directed to. Use your work experience to practise and expand your skills.

On-the-job training

Your training may consist of on-the-job coaching and/or formal training sessions. Make sure you ask lots of questions, complete the exercises, and do additional research to ensure you know everything listed in the competency checklists and knowledge summary.


Once you have completed your training and practised your skills, you will be ready to have your skills and knowledge assessed. The purpose of this is not to see if you can pass a test, but to determine if you can perform work tasks competently.

Assessment usually involves a number of assessment activities over a period of time. In addition, your skills and knowledge might be assessed during a final practical demonstration. Sometimes assessment in this unit might be combined with assessment in another related unit.

When you feel ready to show you are competent in the unit, ask you trainer or assessor to organise for your skills to be formally assessed. When you have successfully completed your assessment, you will receive a Statement of Attainment to show you have achieved competence in the unit.

During the assessment, you may be assessed by a range of methods, depending on the nature of the skill. This range could include:

 observation of you carrying out work tasks;

 role plays of real work scenarios;

 projects;

 completing case studies and problem-solving exercises to assess the application of your knowledge and skills to different work situations and contexts;

 questions to assess your knowledge;

 combination of these methods.

Recognising skills already learnt

You may already have some or all of the skills and knowledge covered in this unit. Perhaps you have:

 been in this or other related industries for some time, and/or

 already completed training in this area, and/or

 acquired skills through life or community activities.

If you have already learnt a skill and have the required knowledge, you don't have to learn it again. You will need to successfully demonstrate your skills and knowledge to your trainer who will assess you as competent. This is called RPL which stands for Recognition of Prior Learning.

Look at the Competency Checklist and see if you feel confident about doing and knowing some or all of these things already. Also check yourself by reading through the fact sheets and test yourself by completing the activities.

If you feel that you have some or all of the skills and knowledge, talk to your trainer about having them formally recognised. Your trainer or assessor will then assess you against the unit of competence.

If you have a relevant qualification, Statement of Attainment or any documentation from previous related training, then you can show this to your trainer as proof of your competence. You may also have documentation of your past work experience. All of these documents can be presented as evidence for your RPL assessment.

Tips for learners

 Discuss your training with your trainer and make sure you understand what is required and how the training will be organised.

 Ask for feedback on your progress as you work through the activities.

 Ask for help when you need it. Talk to more experienced colleagues or your trainer and ask for their guidance.

 Listen, take notes, ask questions and practise your new skills as often as possible. This way you will improve both your speed, your memory, and also your confidence.

 During your training, you should seek other sources of information as well, e.g. text books, the Internet.

 When you have successfully completed the requirements, check yourself against the Competency Checklist to see if you are ready for assessment.

 Once you have completed training and have practised your skills, ask your trainer to arrange an assessment by a qualified assessor. (Your trainer might also be your assessor).


It is important to remember that this unit applies to all tourism and hospitality establishments where accommodation is offered.

Launder linen and guest clothes

If you are to be successful in this unit, it is critical that you can:

 correctly assess the processes required for different types of laundry;

 operate laundry equipment safely, using a full range of cycles available; and

 complete the full laundering process.

Typically, you will either be working within a commercial laundry including industry-current equipment, where you are required complete a laundry cycle using a variety of linen and clothing items and fabrics, within enterprise-acceptable timeframes and with quality laundry outcomes. The laundry equipment you use may include washers, dryers, irons, steam presses, sorting baskets and shelves, heat sealing equipment and roll plastic and hangers.

Your washroom tasks may include sorting, washing, stain treatment, drying, folding, ironing, steam pressing, mending and minor repairs such as buttons.

You may also be required to package and present guest laundry including folding, wrapping, heat sealing, labelling and provide quality reports , as well as store the laundry where:

 guests have requested storage;

 guests have departed temporarily; and

 laundry has been left behind or forgotten.


Fact Sheet 1: Requirements of a good laundry


A commercial in-house laundry is a vital part of the Housekeeping department. Your laundry may not only handle all your linen requirements but also guest laundry and perhaps laundry for outside customers. Whatever the size and quantity of linen items cleaned, the knowledge and skills required to be part of an efficient laundry team do not differ. Your role at the operative level will be to ensure the efficient running of all equipment and the highest level of cleanliness of all linen items.

Laundry personnel

Depending on the size and market of your establishment, the number of rooms and the other facilities offered, the range of services your laundry provides will differ from other laundries. The number of people working and the duties they perform may also differ.

Occupational health and safety

In order to be an effective player within the laundry team you must be aware of all the potential hazards and dangers to both yourself and your workmates. В‘Accidents' usually aren't accidents. They don't simply just happen, they can be avoided.

Examples of hazards which may occur in commercial laundries are:

 dermatitis caused by not using protective clothing (gloves) when handling chemicals;

 sprained and broken toes caused by not wearing enclosed shoes;

 minor electrical shocks caused by power cords running over wet areas;

 slips and falls caused by not immediately wiping up spillages.

Laundry equipment

The laundry is a vital part of any Housekeeping department. It not only provides linen for guest rooms and for the Food and Beverage department but also provides a range of services for guests. The services provided by you will help guests decide if they will stay at your establishment again.

Laundry equipment specifications

Part of using all the equipment is to follow the specifications laid down by the manufacturer of the equipment. This will help extend the life of the equipment and ensure that it is working efficiently at all times, reducing the number of accidents which would otherwise occur.

All equipment will have certain manufacturer's specifications covering its running, maintenance and servicing. Instructions will be given on the correct setting of the exhaust system and venting, safety-belt switch, lint filters, etc.

Make sure you ask your Supervisor about the correct specifications, e.g. what is the load limit of the washing machine and dryer? How often does the lint filter of the dryer need to be cleared and cleaned?

Laundry layout and workflow

The laundry is always a very busy place. Therefore, the location of each piece of equipment is really important in order to achieve a smooth workflow. An important feature of all laundries, no matter what their size, is the efficient use of all space. The area must have good ventilation with air vents over those areas and equipment that produce the most heat/dust/moisture.

A typical laundry floor plan is on the following page.

Fact Sheet 2: The laundering process

Common agents used in the washing process

There are three essential elements in the washing process. These are:

 water

 agitation

 detergent.

The quality of the water is very important. It should be free from impurities, clear and soft. В‘Soft' water allows soap and detergents to make a lather to clean properly. В‘Hard' water has a heavy mineral concentration, affecting the ability of the detergent to clean. Commercial laundries often have a water softener attached to the water supply. The temperature of the water also affects the washing process. Hot water В‘wets' materials more effectively and allows detergents to work more easily.

Operating the laundry requires an understanding of the use of cleaning agents in the laundry process. Chemicals may be added automatically to the machines by a computer system. This ensures the correct amount of cleaning agents is added. Other systems require the addition of chemicals manually. In both cases, special care is needed as cleaning agents can be dangerous if not handled correctly. In most laundries, there is a chemical storage area for all cleaning agents used in the laundry.

You may come across some terms while you are working with different chemicals. Some common ones are:


Detergent or soap A substance which removes dirt when dissolved in water.

Surfactants The active ingredient in detergent called the surface active agent or surfactant.

Sours Substances used to lower the pH level of the laundry wash water to enhance the bleaching process.

pH The measurement used to indicate acid or alkaline content of a solution. It is measured on a scale of 1 - 14. The pH of the water can determine the effectiveness of the cleaning agent.

Alkalis Soluble substances that neutralise acids.

Optical Brightener These absorb ultra-violet light and convert it into visible light. This makes the washing look В‘whiter than white', although it may not be cleaner. It is similar to an optical illusion.

Fabric conditioner This is added to the final rinse to separate fibres in the fabrics and soften the fabric finish. Fabric conditioners also have the ability to reduce static electricity in man made fibres.

Sorting the linen and selecting the right process

Sorting the linen is a crucial step in the laundry process. Before any linen item can be washed, it must be sorted into a load of the same textile.

In order for you to select the correct washing and drying program, you should have some knowledge of the following:

 the fibre and fabric used;

 the type of item;

 the degree of colour/dye fastness (does it run or bleed?);

 how dirty the item is (the degree of soiling matter).

In simplified terms most fibres can be classified into two broad categories В– NATURAL FIBRES and MANUFACTURED FIBRES. Within these categories it is important to note that cotton behaves differently to wool (two natural fibres) and rayon behaves differently to polyester (two manufactured fibres), so it is important to read any care labels that are on linen and garments.

The fibres most often found in the laundry of an accommodation establishment are:

 cotton in bath towelling;

 linen/cotton in table linen;

 polycotton in bed linen.

Fact Sheet 3: Removing stains

The nature of soiling

The nature of the soiling is one of the deciding factors when choosing the correct wash program. For example, a chef's jacket will be more soiled or dirty than a Reception staff member's uniform. Soiling can take many forms and includes:

 dust  soap  body fats/grease  faeces

 ink  mould/mildew  food stains  ash

 nicotine  oil/fat  urine  cleaning agents

 blood  wine  make up  skin particles.

Some soiling is created by the guest. For example, grease marks on pillowslips and lipstick on face washers. Other soiling may be created by the establishment. For example, dragging bed linen along the floor, laundry equipment causing grease marks, and Food and Beverage staff using serviettes to wipe up spillages of wine.

Rules for stain removal

General rules for stain removal include the following:

 Identify the stain.

 Identify the fabric.

 Select the correct chemical agent and always use the mildest one first.

 Always test the chemical on an unseen area of the fabric/garment.

 Clean from the outside of the stain to the centre, placing a white absorbent cloth under the stain.

 Remember to rinse off any chemical used in the stain removing process.

 Remember to deal with stains as soon as possible - the longer you leave stains the harder they will be to remove.

International symbols

There may be times when some items are marked with international symbols. You must make yourself familiar with them as they will save you a lot of time in trying to work out how to care for certain garments. They will be found more often on guests' articles of clothing.

Fact Sheet 4: Storing linen

Folding and storing linen items

Once all the linen has been washed/dried and ironed, it should be folded correctly and stored. Some of the folding may be done by machine but there will be times when you must fold the items yourself.

With regard to the use of machines, you should be aware of the condition the linen items have to be in to go into the folding machines. This will depend on the type and brand of machines used, as well as the linen items.

In most cases, the following rules apply:

 bed linen damp/wet to go into ironing and folding machines

 towelling dry/nearly dry to go into folding machines

 serviettes certain machines take them wet, so they are dried/ironed flat

Using this as a guide, discuss folding procedures with your Trainer and complete Activity 14.

Fact Sheet 5: Quality control

With all the effort taken to clean, fold and store the linen correctly, your establishment will have a range of controls and measures to ensure that linen is correctly transported to and from the laundry. There will be times, however, at the end of the cleaning process when the linen items will not be of a quality to send back into service. This could be because they are ripped, torn or the cleaning process has not been effective. To maintain quality, you need to be able to identify what has caused the problem so that you can fix it.

Linen movement control

Another aspect of control involves the actual movement of linen. Linen is very expensive and the cost of replacing it will increase if there is no strict control. Linen may go В‘missing' for a number of reasons - guests В‘souveniring' items, staff misusing items (using face washers as dust rags) or staff taking items. To prevent any of these happening an establishment will normally have a range of control measures. Some standard linen control measures are:


Clean for dirty Clean linen is only issued in exchange for dirty linen.

Topping up The amount of linen needed daily is calculated. Cupboards are В‘topped up' to that level.

Set amount Linen storage cupboards have a set level.

Requisition form A request is made by the department for an amount of linen to be issued.

Par level Par stock level is a term used to describe the amount of linen held by an establishment. For example, a three par stock level means one sheet on the bed, one sheet being laundered and one in stock

Stocktake and condemned linen This must be carried out regularly to ensure that all linen is accounted for. Remember that linen that can no longer be used is termed В‘condemned linen' - a record of this must be kept also. Condemned linen can be reworked to make rags, dusters, cover sheets, tray cloths, face washes, etc.

Hiring versus buying linen

Now that you are more familiar with the running of a laundry, you are in a position to think about the advantages and disadvantages of hiring and buying linen. A few examples have been given below. Can you think of any others?

Advantages of hiring linen

 Reduced storage area required.

 Change linen type and style at short notice.

 No repair or replacement cost.

 Reduce overheads and wages.

Disadvantages of hiring linen

 Could have a set contract price per week regardless of the amount of linen used.

 Cannot use linen at the end of its life to rework into rags.

Advantages of buying linen

 You get to choose the type and style of linen.

Disadvantages of buying linen

 High initial cost.

 Need a large storage area.

Fact Sheet 6: Providing guest services

Laundry and dry cleaning services

A specialised area of the commercial laundry is the processing of guest laundry and dry cleaning. This may involve guests placing their soiled items in a specially designed bag to which a docket is attached. The docket states what, and how many items there are, as well as what is to be d one, e.g. laundry or dry cleaning. Your establishment will have set procedures for handling guest laundry. Find out what these are.

Pressing and finishing procedures

This is a very specialised area and one that ensures guest satisfaction when carried out in detail and with care. Pressing a garment also involves an opportunity for a final check for damage, cleanliness and overall finish, before returning it to the guest.

Remember to check little things such as pocket linings for slight tears and trouser cuffs for caught up dust, and don't overlook missing buttons or loose hem lines!

You will need to develop an order when pressing garments. Your establishment may have specialised equipment, including rotary ironers and trouser presses which will dictate how you actually press each item. Check with your Trainer and have them demonstrate the correct procedure. You will need to practise a lot before you become an expert, so start now.

Packaging and presentation of guest laundry

Guest laundry should be:

1. returned to the guest correctly packaged and presented;

2. returned to the guest by the time it was promised.

When delivering or returning a guest's laundry, you need to:

 knock at the door using your establishment's standards;

 use the guest's name and announce yourself;

 enter the room using your establishment's standards;

 leave the garments in the correct location in line with the standard of your establishment.


Activity 1 (refers to Fact Sheet 1)

In the list below circle the people and their work titles as used in your laundry area:

Laundry Manager General Hand Sorter/Washer

Room Attendant Linen Attendant Uniform Attendant

Presser Leading Hand Housekeeper

Seamstress Linen Attendant Porter

Give a brief description of what you think the main duties are of the positions you have circled. Check these with your Trainer.


Activity 2 (refers to Fact Sheet 1)

Go on a hazard hunt of your workplace and list under the different headings any potential areas that you discover that may cause potential harm to you and your workmates.


Not using protective clothing when handling chemicals, e.g. gloves. Using the washing machinery without having read any safety instructions. Using chemicals in an unventilated area.

Discuss with your Trainer all the potential hazards that you have made a note of.

Activity 3 (refers to Fact Sheet 1)

Take a look around the laundry of your establishment and circle the equipment in the list below that you have:

soaking sink washing machine sorting table/area

dryers/extractors folding table flatbed ironer

compactor shelving trolleys/bins folding machine - bed linen

dryer for linen hanging racks folding machine-towelling

spot cleaner area rewash trolley shirt folding machine

presser weighing scales

This equipment varies in size depending upon how much laundry is processed each day. Is there any other equipment that you have that is not listed above?

Activity 4 (refers to Fact Sheet 1)

Sort the following steps in the laundry process into the correct order:

Storage, drying, extracting, rewash, sorting of the linen, washing, folding, pressing.

1. 5.

2. 6.

3. 7.

4. 8.

Activity 5 (refers to Fact Sheet 1)

In the space provided draw the floor plan of your laundry.

Suppose that a load of bed linen has come down to the laundry to be processed. Using your floor plan and a coloured pen, draw arrows to show how the linen arrives, is cleaned then stored in the area.

Activity 6 (refers to Fact Sheet 1)

For each piece of equipment you identified in Activity 3, make a list of what you need to know before you can operate this equipment correctly and safely.


Activity 7 (refers to Fact Sheet 2)

List the chemicals and cleaning agents used in your laundry under the following headings:





Fabric Conditioners


Activity 8 (refers to Fact Sheet 2)

Make a note of the types of bundles/loads that are made at your establishment. What factors are taken into account when sorting loads? An example has been given to help you begin this activity.


white bed linen may be bleached using a chlorine based product

Activity 9 (refers to Fact Sheet 2)

Select ten items at random from different loads in your laundry. Read the label and write down what fibres have been used. Make a note also of any specific care instructions that have been given.


Activity 10 (refers to Fact Sheet 2)

Looking at the three most popular fibres that are cleaned in your laundry, make a note of the washing temperature, type of detergent/chemical used and drying cycle. Select the correct washing and drying program necessary to ensure the cleaning process is successful.





Activity 11 (refers to Fact Sheet 3)

Go to the stain removing section of your laundry and choose ten items at random. Make a list of them, noting how you believe each was stained and tick () who was responsible - the guest or staff.


Activity 12 (refers to Fact Sheet 3)

Build up a comprehensive list of suitable stain removing agents for the following stains and the method used to remove each stain. Once you have done this, you will have a ready reference for stain removal.


Alcoholic beverages

Blood В– fresh

Blood В– dried

Chewing gum




Fruit juice



Ink/ballpoint pen



Nail polish





Activity 13 (refers to Fact Sheet 3)

See if you can find out the meaning of the following symbols:

Activity 14 (refers to Fact Sheet 4)

Looking at the list of linen items in the table below, correctly identify how they should be folded and stored. Practise folding and storing each of these items of linen.


Bed sheets


Bath towels

Face cloths/washers



Chefs aprons

Tea towels

Activity 15 (refers to Fact Sheet 5)

Look at the list of quality problems in the first column and, using the first problem as an example, find out what might have caused the problems and suggest possible solutions. Check your answers with your Trainer.


Clean bed linen with a strong chlorine smell Too much bleach has been used in the washing process Check that the correct amount of bleach is being added or that the right number of sheets are put into the washing machine

Bath towels are rough and scratchy

Tablecloths are very stiff

Serviettes are all out of shape, that is, not square

Tea towels have grease marks still on them

Activity 16 (refers to fact Sheet 5)

Make a note of the linen control measures at your establishment. Check with your Trainer if you are unsure of any of the procedures.

This may be an appropriate time to ask your Trainer if you could undertake a stocktake with another staff member. If this is not possible, ask your Trainer for a copy of the stocktake form and make a note of what is required.

Activity 17 (refers to Fact Sheet 6)

Using the steps listed below as a guide, add all the procedures you have been taught at your establishment.

Step 1: Collect guest items

 Knock at the guest's door and announce yourself.




Step 2: Deliver to Laundry department

 Deliver to the correct, wash, press or dry clean area.




Step 3: Tag items

 Attach a laundry or dry cleaning identification mark.




Step 4: Note any special requests

 Read any special cleaning instructions, e.g. lightly starched.




Activity 18 (refers to Fact Sheet 6)

In what order should you press the following sections of the listed items? Number each section in order from one to five:

 Shirt

collar В– front and back

back of shirt

front of shirt



 Trousers В– make sure you do not end up with a double crease (railway tracks) in the trousers.


front of trousers

back of trousers

waistline area


Activity 19 (refers to Fact Sheet 6)

In the following table write down your standards, where they differ from the ones described.


Packaging of laundry items

Laundry presented in a cane basket.

Packaging of dry cleaning

Dry cleaning placed on hangers in plastic sleeves.

Time frame for items pick up and delivery Guest's laundry picked up by 9.00am and returned by 4.00pm.

Approaching the guest's room Knock three times using knuckles, and announce yourself.

Entering the guest's room Enter the room leaving the door ajar. Greet the guest using the person's name (if known).

Leaving clean items in the guest's room Laundry placed on the edge of the guest bed, and dry cleaning items left hanging in the guest's wardrobe with the door left slightly open.


Describe the specific job of each person working in the laundry.

What action do you to take if you see something is going to cause an accident?

What are the safety features of each piece of equipment?

What is the correct flow should be for all dirty linen coming into the laundry?

Why is good ventilation is important?

What chemicals are used in the washing process?

Do you remember what factors may affect the cycle/program chosen for the wash?

Are you able to identify and remove the different stains?

List the quality control measures at your establishment.

List the measures which control the movement of linen at your establishment.

How do you deliver guest laundry and dry cleaning to rooms?

How do you package guest laundry and dry cleaning?

What is the timeframe that guest's laundry is to be processed in?


Use the performance criteria from the Competency Checklist to assess your work and help you prepare for assessment by a qualified Assessor.

Assessment 1

You might be asked to demonstrate the correct folding and storage techniques associated with the range of linen items used by your establishment, indicating how linen control methods are followed in the establishment.

Assessment 2

Your Assessor might ask you to process a guest's laundry request. This could involve:

 picking up the guest's laundry;

 tagging and sorting the guest's items;

 correctly identifying and undertaking the washing and drying processes for the items;

 finishing the items by ironing, pressing or folding as needed;

 returning finished items to the guest's room.

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