A Look Inside A Hotel Laundry
By Larry Mogelonsky , Principal, Hotel Mogel Consulting Ltd. & Chairman, LMA Communications Inc.
Her first observation is that effective guest service needs task forces to both anticipate what visitors expect and desire, and to deal with any problems that arise. Marta works alongside the rest of the chain in command – the manager of housekeeping, the director of rooms and the general manager – to ensure that her area of operations performs at its best, but also to lend her voice to other aspects of the hotel where she has made an inference which might improve guest service. It's this openness in communications and in reception to external ideas that help make the Shangri-La a continued success.
The bulk of my talk with Marta concerned quality assurance and the steps taken by this luxury property to uphold its housekeeping standards. Although the Shangri-La has an internal laundry room, a fair portion of the daily load is still sent out in order to save space for high priority and finicky items like bath robes which, due to their delicate fabric composition, must be washed in-house. Maintaining spares like this also allows for some flexibility when guests need same-day laundry for such things as shirt pressings and emergency stain removals. As Marta explains, having this option available is a surefire way to win over those guests who take advantage of it. Being able to 'save the day' with superior laundry capabilities is not something that an individual will easily forget.
Nearing the end of our chat, the discussion turned to the environment, where, given how much water is pumped through the laundry room each week, sustainability upgrades in this regard are a prime method of savings on the utility bill. In addition to a prominent repurposing outreach program, the Shangri-La has also recently installed an ozone oxidation system which management believes to be a highly eco-friendly and cost effective development to their existing operations. In the end, Marta modestly stated that she's 'just a worker bee' and that while laundry is but one aspect leading to a hotel functioning smoothly, it's nevertheless vital to continually look for improvements in this area like you would for other more visible, front-of-house processes. Truer words could not be said.