CONTROL LINEN
FOR EXTERNAL
LAUNDRY
LEARNER GUIDE
2
Control Linen for External Laundry
Learner Information
Details
Name of Learner
Please Complete details
Name of Assessor
Site Name
Name of Facilitator
Date started
Date of completion & Assessment
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Table of Contents
Control Linen for External Laundry ................................................ 2
Keys to Icons .......................................................................................................................... 5
Introduction............................................................................................................................ 6
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:
................................................................................................................................................ 8
Demonstrated ability to learn from our actions and to Adapt Performance: .... 8
Related units ....................................................................................................................... 9
Practical Tasks ..................................................................... 10
Credits of this Module ........................................................................................................ 11
Learner Support .................................................................................................................... 11
Purpose of this Module ........................................................................................................ 11
1. Control Linen for External Laundry ............................................ 11
Control Linen for External Laundry ............................................... 12
1.1
Planning tasks appropriately................................................................................... 12
1.2
Receiving and Sorting Dirty Linen ........................................................................ 13
1 Control Linen for External Laundry ............................................. 15
1.3
Prepare Linen for Collection .................................................................................. 18
1.4
Quality control .......................................................................................................... 19
1.5
Receiving Clean Linen from the External Laundry ............................................ 21
1.6
Keep Receiving and Storage Areas Clean and Tidy ........................................... 21
1.7
Transporting of clean linen to storage area ..................................................... 24
1.8
Securing Storage Areas ......................................................................................... 25
1.9
Soiled or Contaminated Linen ............................................................................... 26
2. Efficiency ........................................................................ 29
2.1
Organisational Requirements ................................................................................ 29
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3. Situations and Challenges....................................................... 31
3.1
Torn sheets/pillowcases ......................................................................................... 31
3.2
Unauthorised Access of Storage Areas ............................................................ 32
3.3
Injury or Accidents on Duty ................................................................................. 33
3.4
Insufficient Equipment/Materials ...................................................................... 34
3.5
Late Delivery of Linen ............................................................................................ 34
3.6
Suggestions for improving the control of linen for external collection .... 35
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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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Control Linen for External Laundry
Introduction
Purpose
In order to achieve the credits and qualify for this
appropriate registered 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
registered 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
Knowledge and
Understanding:
1. Stress the importance of checking that the quantity of
dirty linen agrees with the documentation before
dispatching it to the laundry.
2. Explain the importance of checking clean linen for
quantity, stains and tears before packing it back in the
laundry store.
3. Stress the importance of keeping the receiving area clean
and tidy.
4. Explain the importance of keeping documentation and
records legible and up to date.
5. Explain the importance of handling soiled linen separately.
6. Explain the importance of working in an efficient and
organised manner.
7. State organisational procedures for handling linen being
sent to an outside laundry.
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Demonstrated
ability to make
Decisions about
practice and to Act
accordingly:
Demonstrated
ability to learn
from our actions
and to Adapt
Performance:
1. Collect dirty linen at agreed times, check for quantity and
reconcile with documentation. (Range of linen: sheets,
duvet covers, blankets/under blankets, bedspreads, pillow
cases, waterproof sheets, mattress covers, pillows,
duvets, restaurant linen, net curtains/curtains, bathmats,
uniforms)
2. Sort and record quantity of dirty linen.
3. Identify and handle soiled or contaminated linen
hygienically.
4. Tag, bag and dispatch dirty linen to off premise laundry
service.
5. Check clean linen for quantity, stains, and quality and
reconcile with documentation.
6. Pack clean linen in storeroom in allocated areas as soon as
quality check is complete.
7. Keep receiving areas clean, tidy and secure.
8. Keep relevant documentation legible and up to date.
9. Describe the decisions made and reasons for action taken
in response to unexpected situations. (Range of
unexpected situations: torn/stained sheets/pillow cases,
unauthorised access into storage area, injury/accidents,
insufficient equipment/materials, late delivery of linen)
10. Carry out all work as per work schedules in an efficient
manner.
1. Make suggestions for improving the control of linen
for external collection.
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Related units
AS18 Maintain the housekeeping service
AS17 Maintain a clean linen supply
AS13 Provide a valet service
AS15 Provide a housekeeping service
AS09 Provide an on premise laundry 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 Type
Date
Completed
Comments and
initials of
observer
Collect a range of dirty linen and
check quantities agree with
documentation.
Sort dirty linen according to type
Identify and handle soiled or
contaminated linen hygienically
Correctly prepare dirty linen for
despatch to an 0ff-premises laundry
Check clean linen for stains and
quality and pack or store according to
company procedures
Task No. 6
Clean and secure the receiving and
storage area
Task No. 7
Fill out relevant documentation
according to your organisational
requirements
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Credits of this Module
Credits
The Unit Standard AS14: Control Linen for External Laundry
has a total credit value of 1.
Learner Support
Resources
The following are recommended as a further training
resources:
1. AH&MA Housekeeping Management, by Margaret M. Kappa,
Second edition
2. Principles and Practices of Hygiene by Lisa Gordon-Davis
Purpose of this Module
Overall
Outcome
The learner must be able to control linen for external laundry
understanding the importance of hygiene, cleanliness and good
control systems.
1. Control Linen for External Laundry
Specific
Outcomes

Collect dirty linen and check that the quantity of dirty linen
complies with documentation

Sort and record linen in accordance with organisational
requirements

Identify soiled or contaminated linen and handle hygienically

Dispatch dirty linen according to organisational requirements

Receive and check returned clean linen for quantity stains and
quality, and reconcile with documentation

Pack clean linen in storage areas

Secure storage areas from unauthorised access

Keep receiving areas clean, tidy and free from rubbish and
secured from unauthorised access
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Control Linen for External Laundry
Importance
Linen supplies are one of the most important stock items in a
hospitality environment. The executive housekeeper (and linen
keeper) is responsible for maintaining enough supplies of clean
and quality linen to support the operation of the establishment.
Linen supplies or inventory levels are calculated according to the
range of minimum and maximum requirements for any operation.
Linen stock is one of the most expensive items in the
housekeeping department. Failure to control linen levels will
mean increased costs of buying more linen to have sufficient
stock. Poor checking procedures will impact on the quality of
linen that is used, and may result in guest complaints and loss of
business and revenue for the establishment.
Find out if there is, and then get a copy of your
unit’s procedure for operating a linen room. File this
with this module.
1.1 Planning tasks appropriately
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Your establishment will have certain guidelines in place and
timetables for how and when your work is to be completed.
However, there are some general tips that will assist you to
complete your tasks in an organised and efficient manner.
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Linen must be collected at the agreed times to ensure that the
laundry process is carried out quickly and efficiently, without
delays.
Other departments like food and beverage, kitchen, and
housekeeping will rely on the linen room to supply them with
clean, undamaged linen. You must plan your time efficiently so
their workflow is not interrupted.
You must be well organised and thorough in your record keeping
otherwise you will not have sufficient linen supplies to keep
them going.
Plan work and staffing so that correct procedures are followed
for the timely handling and transporting of linen to storage
areas.

It is important to manage your time well so that soiled linen is
counted and bundled before the laundry people arrive to collect
it, otherwise you will be upsetting the routine and
deliveries/collections for the rest of the day.

Linen storage areas should be clean and well organised. All
stock should be rotated to ensure consistent quality, which
meets organisational requirements.

You will be working as part of a much larger team; therefore, it
is important that tasks are allocated according to time to
ensure an even flow.

It is important to have in place agreed times for the receiving
of dirty linen and for the issuing of clean linen in order to
maintain the flow of work within the housekeeping department
1.2 Receiving and Sorting Dirty Linen
Procedure
The following are general steps for controlling dirty linen that is
sent to an external laundry:
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WHAT
Dirty linen arrives at
sorting area
Sort
Range: Sheets/duvet
cover
Blankets/under blankets
Bedspreads
Pillow cases
Waterproof sheets
Mattress covers
Pillows/duvets
Restaurant linen
Towels/bathmats
HOW
Linen bags or equivalent
WHY
Sort according to size,
type, stains, colours.
Check for items that
might be mixed up with
the linen
Place any rubbish or food
particles mixed up, in the
rubbish bin
Avoid mixing sizes
Keep same quality
together
Check for stains, damage
and soiling
To prevent pest
infestation and
contamination
WHAT
Count and check that
dirty linen corresponds
with the documentation
HOW
Complete workplace
documentation or other
procedures
WHY
To keep track of all stock
Accurate records of what
was sent out
Pack dirty linen
Put the dirty linen into
laundry bags/containers
for despatch
To ensure that the linen
is ready for collection by
outside laundry service
Secure the receiving area
Lock the door when
leaving the laundry area
To secure from theft, it
cost money to replace
linen
Keep area clean, tidy and
free from rubbish
Wash floors so that they
are free from dirt, dust
etc
Maintain hygiene
standards, avoid
accidents and to keep a
clean and safe
environment
Prevent damage or
further soiling of linen
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Obtain copies of linen lists or documentation that
you use for the receiving, checking, recording and
despatching of linen. File these with this module.
1 Control Linen for External Laundry
Procedures
Item
Following are typical procedures for receiving and sorting
different types of linen:
Action
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Receiving and
Receive and sort dirty linen:
sorting a range  Check that the receiving area is clean and tidy
of linen
 Check that you have all necessary items, equipment and
Sheets/duvet
covers
Blankets/
Underblankets
Bedspreads
Pillow cases
Waterproof
sheets
Mattress
covers
Pillows/duvets
Restaurant
linen
Towels/
bathmats
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Linen room
daily
movement
sheet
documentation
Place the dirty linen in the receiving area
Sort the linen according to types, sizes, etc and ensure that the
correct documentation is filled out
Make sure that the numbers of items correspond with the
documentation and that laundry lists are neat and readable
Check linen for stains, marks, tears and damage and place these
items separately
Wear gloves when handling heavily soiled or contaminated linen
Tag and bag the dirty linen ready for collection by the external
laundry service
Once all the dirty linen has been sorted and packed, ensure that
the receiving area is clean and tidy and all rubbish removed
Secure the receiving area
Always keep dirty linen separate from clean linen
Report damaged or stained linen to your supervisor or
housekeeper
Report any discrepancies to your supervisor or housekeeper e.g.
shortage of linen, unauthorised entry into the receiving area
The diagram below is an example of a typical Daily movement sheet
which would need to be filled in when each attendant returns the
dirty linen to you, prior to this being dispatched to the external
laundry service:
Dirty Returned Linen
F/C
P/S
H/T
F/M
B/M
B/T
B/S
P/T
S/S
D/T
K/S
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B/R
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Clean Issued Linen
F/C
P/S
H/T
F/M
B/M
B/T
B/S
P/T
S/S
D/T
K/S
B/R
Variance
Explanation of Codes
F/C
P/S
H/T
F/M
B/M
B/T
B/S
P/T
S/S
D/T
K/S
B/R
Face cloths
Pillow slips
Hand towels
Foot mat
Bath mats
Bath towels
Bath sheets
Pool towels
Single sheets
Double sheets
King size sheets
Bath robe
Compare this example with your own laundry
documentation and identify what the range of linen
you would need to sort and check.
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1. Control Linen for External Laundry
1.3 Prepare Linen for Collection
Procedures
The following are typical procedures to be followed in preparing
laundry for collection by the outside laundry service:
Accurate
records
It is important to keep correct records of the linen both leaving
your premises as well as the linen coming in, in order to ensure
that the linen is controlled correctly for stock taking and to
control losses. In many establishments’, stock losses are a major
problem and can amount to thousands of rands each month in
losses, which will then have a negative effect on all facets of the
operation.
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Once the linen is sorted, you must then put the linen into the
bags provided, according to the sorting. E.g. all sheets
together, all tablecloths together etc.
Seal each bag with the correct sealing device, (each
establishment will have their own organisational requirements
with regard to this).
Note the number of each seal and record this on the accounts
invoice.
Fill in the linen sheet in duplicate that must be sent to the
laundry with the dirty linen. (one copy to the laundry, one kept
in the linen room)
Fill in the accounts invoice from the linen sheet that you have
filled in.
This invoice is the record of the charging that the external
laundry will do for the hotels’ account.
Always check that all information is correct and up-to-date:
inaccurate records could result in the organisation being
overcharged, or in loss of linen.
Stack the bags ready for collection and clean up and tidy your
area.
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Linen Sheet
A typical linen sheet might look like this
F/C
P/S
H/
T
F/T
B/
M
B/T
B/S
P/S
S/S D/S K/S
T/C
O/L NA
P
1.4 Quality control
Find our what your organisation’s procedures are
regarding quality control. List the key points and file
with this module.
Procedures
The following are typical procedures to be followed with regards to
Quality Control;
Importance
Quality control procedures are important to prevent the damage
of items and to ensure that the correct standards are maintained.
It is very important for an establishment to keep good quality
linen at all times. The linen must be inspected for stains and tears.
Any linen that does not meet the required standards should not be
used. Linen that is stained should be sent back to the laundry for
rewashing and torn items should be sent for repair, or recorded as
condemned linen. Many damaged linen items can be cut up and reused for cleaning cloths or some other purpose (e.g. making a
single bed sheet out of a king size sheet).
There are a number of ways that linen may be damaged within an
establishment and you are responsible for making every effort to
prevent or reduce linen damage.
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Linen damage
Torn bed linen
Cause
Haste or carelessness
when changing beds
Damp linen handled
incorrectly
Solution
Staff training
Torn and stained towels
No thorough inspection
for quality control
Incorrect washing
methods
Folds in tablecloths
Incorrect folding and
storage
Thin, worn linen
Insufficient stocks of
linen, resulting in
excessive laundering
Proper quality control
procedures
Correct washing
procedures
Linen must be folded and
stored in line with
organisational
requirements
Correct par stock, stock
rotation
Purchase/hire of extra
linen to avoid over-use
Mouldy linen
Checking of
linen
Quick and efficient
dispatch of damp linen
All linen that is inspected using the quality control measures of
the organisation must display the following characteristics:
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Thoroughly clean
No stains, marks or lint
No fading
No frayed or worn edges
No tears or broken seams
Fresh smelling
No signs of mould or mildew
If you notice any discrepancies with the presentation of the linen
supply, you should report the matter to your supervisor according
to your organisational requirements. You must be aware of the
standards of presentation expected by your establishment and you
must be consistent in making sure that all linen meets those
standards.
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1.5 Receiving Clean Linen from the External Laundry
Procedures
The following are typical guidelines for receiving clean linen from
an external laundry;
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Check that the receiving area is clean, neat and tidy before
the linen is delivered
Check that the packaging of returned linen has not been
damaged or soiled
Check all deliveries against documentation
Number of bags
Number of items
Types and sizes of items
Check items for quality control purposes
Thoroughly clean
No marks, stains or fading
No tears, frayed edges, loose seams
Record what has been received according to your
documentation
Do not leave clean linen unattended – make sure it is secure
Do not sign the delivery note/invoice until everything has
been checked as correct
Record any variances or discrepancies according to your
procedures
Make sure that you keep a copy of the delivery note/invoice
for processing and for your records
Report any discrepancies or problems to your supervisor or
housekeeper
1.6 Keep Receiving and Storage Areas Clean and Tidy
Find out the procedures for cleaning and maintaining
your receiving and storage areas, and file with this
module. If you do not have procedures, draw up your
own checklist for checking and cleaning your linen
room and storage areas.
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Procedures
The following are typical guidelines for keeping your receiving
areas clean and tidy;
Area
Receiving
areas
Action
There should be a designated area in your establishment for
receiving linen deliveries.
 The area should be swept, dusted and cleaned daily according
to company procedures.
 Counters/sorting tables, hampers/baskets should be clean
 Documentation and necessary equipment should be stored
neatly
 Linen not sent out should be stored neatly and securely
It is important that you keep this area clean and tidy for the
following reasons:

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Dust will soil the clean linen deliveries
Rubbish left lying around may cause accidents or contaminate
or damage linen
An unclean area may attract pests
It will be quicker and easier to locate documentation if the
receiving area is tidy
Team members will not waste time looking for items
It will be quicker to check, sort and pack linen if the area is
clean and tidy
There is less chance of misplacing linen items if the area is
neat and tidy
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Procedures
The following are typical guidelines for keeping your storage areas
clean and tidy;
Area
Action
Storage
areas
Each establishment will provide a separate area for the storage of
clean linen
 Clean store rooms and storage areas regularly according to
company procedures
 Floors and shelves must be free of rubbish
 Food or drink products should never be eaten or left in store
rooms
 Store linen separately from other stock
 Pack linen neatly on shelves according to type, size and use
 Stack linen safely – heavier items should be placed on lower
shelves, and stacks should not be so high as to cause possible
accidents or injury
 Store rooms must have good ventilation
 Store rooms must have sufficient lighting
 Store rooms must have lockable doors
It is important that you keep this area clean and tidy for the
following reasons:
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Team members will be able to find linen more easily if it is
correctly and neatly stored in the designated area
Rubbish or other objects left lying around may cause an
accident
Pest will be attracted by rubbish and food
Other departments in the workplace may pick up the wrong
linen if it is not stored in the correct area
Stocktaking of linen will be much quicker if the storage area is
tidy and well organised
Linen may become lost or stolen if it is not stored correctly or
the area is not tidy
Linen is less likely to be damaged if stored in clean and tidy
storage areas
Inventory control & ordering will be made easier
Correct storing and stacking of items will reduce the chance of
an accident or injury
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1.7 Transporting of clean linen to storage area
Find out if there is, and then get a copy of your
unit’s procedure for the transporting of linen. If
you do not have a written procedure, list the
procedures you should follow. File at the end of this
module.
Procedures
The following are typical procedures for transporting clean
linen;
Importance
Clean linen should be moved to the appropriate area as soon as
possible after it has been received. This will reduce the chance
of clean linen becoming soiled, and will prevent loss or damage.
The costs of cleaning or replacing linen have a large financial
impact on the housekeeping operation.
Item
Action
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Procedure
The received clean linen must be moved to the appropriate storage
area, using, where possible, a trolley if items are too heavy to
handle.
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Check that all items or equipment used to transport linen is
clean, free from damage, and operating correctly.
Stack linen/bags carefully on the trolley so that items do not
fall or cause damage to linen or injury
Make sure that the pathway is clear and that there is nothing in
the way that you might trip over.
Estimate the weight of the load. Do you think that it needs
more than one person to lift it? Ask a co-worker to help you if
you cannot safely handle linen yourself.
If you think that you can carry the load by yourself then stand
close to the load before lifting it.
Bend your knees to lift, to reduce back strain.
Establish a firm grip on the load before lifting it.
Proceed slowly and carefully to the storage area
1.8 Securing Storage Areas
Find out what procedures are in place to for
securing your storage areas, or write your own list
of procedures. File at the end of this module.
Procedures
The following are typical procedures for keeping storage areas
secure;
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Importance
Linen stock is a valuable and costly investment for any operation.
Failure to secure linen storage areas would result in:
 theft or loss of stock
 damage to stock
 soiling or contamination of stock
 unauthorised entry to, or use of store rooms
 insufficient stocks for daily use
 additional costs to repair, replace or re-launder stock
 customer dissatisfaction
Procedure
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Action
Access to linen storage areas is only given to authorised staff
There should be a designated person responsible for storage
areas and stock control
Keep the linen storage areas locked when not in use.
Use tally sheets to keep track of the quantity of clean linen
issued from the storeroom and the quantity of dirty linen
returned to the laundry. It is usually the Linen Keeper’s
responsibility to keep an accurate tally of linen received and
issued.
Find out if there is, and then get a copy of your
unit’s procedure for securing storerooms from
unauthorised access. File all of these with this
module.
Exercise
What will happen if you do not follow these
procedures?
Who is authorised to go into the linen room in your
organisation?
1.9 Soiled or Contaminated Linen
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Find out what your establishment’s procedures are
for handling soiled or contaminated linen. If you do
not have a written procedure, write your own
checklist and file at the end of this module.
Procedures
The following are typical procedures for handling soiled or
contaminated linen:
Item
Action
Soiled/conta
minated linen

Heavily soiled or contaminated linen may need special
treatment
 Separate these items from other linen, and record or report to
your supervisor according to your procedures
 It is important to ensure that soiled or contaminated linen is
handled correctly in order to maintain hygiene standards and to
prevent risk of infection from germs and bacteria.
 Safety precautions should be taken when any spills of blood,
semen, mucus, vomit or any other body fluids are identified on
linen: - Wear rubber gloves and an apron,
- Put the linen in its own plastic bag and label it as
contaminated.
 Ensure that the labelled bag is kept separate from the other
linen and make a note of this on the accounts invoice and
laundry sheet.
 Make sure that the area where you handled the
soiled/contaminated linen is cleaned and disinfected
afterwards.
 Always wash your hands thoroughly after you have finished
dealing with this.
Do not allow other staff members to come into contact with the
soiled/contaminated linen.
Self-Assessment 01
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Instructions
In the following test you will be required to answer all questions.
 You are required to obtain 100% to pass.
 If you do not obtain the pass mark, revise all the learning
material and redo the test.

Question 1
Explain why dirty linen must be kept separate from clean linen?
Question 2
Why is it important to check all linen for quantity, stains and tears before packing
it back into the laundry store?
Question 3
Why is it important to keep accurate records of the incoming and outgoing linen?
Question 4
Describe your procedures for handling and documenting linen before it is
dispatched to the external laundry service?
Question 5
Why is it important to keep the receiving area clean and tidy?
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2. Efficiency
Specific Outcomes

Complete work to meet schedules and specified deadlines
according to company procedures.
2.1 Organisational Requirements
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Work schedules
and deadlines
In order to provide a prompt and effective service, you will be
required to do the following quickly and efficiently, according
to your company procedures:




Receive and sort dirty linen: must be sorted and
dispatched correctly to ensure that the next step (the
laundry collection process) is carried out as quickly as
possible.
Secure 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
operation and financial status of the establishment.
Complete documentation accurately: this must be filled in
and carried out as efficiently as possible to maintain a flow
of linen. Slowing down at one point will cause delays at
another point.
If the linen is not ready for collection by the external
laundry service the process will be delayed, causing a
possible delay in the return laundry to you and this will
then impact upon the guest.
Errors in documentation will result in inaccurate billing or
loss of stock
Receive and store clean linen: Clean linen must be
checked on delivery and moved to secure storage areas as
quickly as possible. Insufficient clean linen will affect all
departments in the hotel, and will result in poor service
standards, customer dissatisfaction, and possible loss of
revenue or business for the hotel.
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 stock, 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
mistake.
 You will have accurate records of laundry sent out and
received
 You will provide an efficient service to other departments
in the establishment, because clean linen is available, on
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time,Education
accordingand
to the
operational
needs
 Guests will be happy because linen will be clean and of a
high standard.

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Find out the schedules and deadlines for
dispatching and receiving linen in your
organisation, and insert a copy with this module,
or you’re your own for filing.
3. Situations and Challenges
Specific Outcomes

Handle each problem and explain action taken, given a
range of problems. (Range of problems: Torn
sheets/pillowcases, unauthorised access into the storage
area, injury/accidents, insufficient equipment/materials,
late delivery of linen)

Make suggestions to improve the time spent on the control
of the linen process.
Find out the procedures for dealing with damaged
items and list the steps used and file with this
module.
3.1 Torn sheets/pillowcases
Procedures
Step
1.
2.
Below are typical procedures for dealing with damaged items:
Action
Damaged items could be found when sorting takes place prior to the
laundering process (i.e. during the sorting of dirty linen) or during the
unpacking and storage process (i.e. when the linen is returned from
the external laundry).
All damaged items must be removed from service and put aside for
dealing with later. It would not be very efficient to stop the daily
routine and deal with each damaged item one by one. Damaged items
should be recorded and reported according to your procedures.
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3.
Once the linen has been collected by the outside laundry service, or
returned after laundering, damaged items or torn linen must be taken
to your supervisor who will record these items in order for stock
counts to balance and thus explain the financial losses. Do not leave
torn or damaged items lying around as this will only lead to more
losses. Some damaged items can be recycled as cleaning cloths or
other items.
3.2 Unauthorised Access of Storage Areas
Find out what your unit’s procedure is for dealing
with unauthorised access into storage areas. File
at the end of this module.
Procedure
Each establishment will have its own procedures on how to deal
with unauthorised access into storage areas. The following
procedures should be in place to prevent this from happening:







Always keep doors locked.
Keys should be kept by the designated authorised person, and
never given to other staff.
Never allow anyone to enter the storage areas, unless they are
authorised to do so.
Leave sufficient linen available for night shifts, for an
emergency so that they do not have to try to gain access to
the storage areas.
Follow your establishment’s organisational requirements with
regard to security.
If you do find that someone has gained access to your storage
area, you should report this to your supervisor immediately.
If you find someone in your storage area who should not be
there, ask the person to leave and report this immediately to
your supervisor.
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3. Situations and Challenges
3.3 Injury or Accidents on Duty
Procedures
Below are typical procedures for dealing with injury or accidents
whilst on duty:
Injury
Stop what you are doing immediately.
Call for help according to your procedures – this may be your
supervisor, housekeeper or the First Aid Officer
If you are injured, call for help from one of your co-workers, try
not to move and stay calm.
If another person has been injured, stay with the person and
reassure them until help arrives
Do not attempt to move people who are badly injured
Your supervisor will then follow your establishment’s procedure on
injuries received on duty, and will take the necessary action.
An IOD (Injured on Duty) form needs to be completed as well as an
incident report.
Keep the area clear of people and equipment to prevent further
accidents
Switch off equipment if it is safe to do so
Follow the steps for reporting as for injuries
Accidents
Get a copy of your unit’s IOD procedure and list the steps to
be followed in the event of an injury/accident.
Exercise
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3.4 Insufficient Equipment/Materials
Procedures
Below are typical procedures for dealing with insufficient equipment
or materials:
If you no not have the equipment or materials you need in order to
do your job, then this will have an effect on all those around you,
who rely on your job being done efficiently and correctly. Should you
be short of any item that you may need in order for you to carry out
your tasks correctly, this must be reported to the supervisor or
housekeeper immediately. In most establishments there is a
procedure for reporting and recording shortages, so that these can
be followed up. Always make sure that the responsible person has
been informed of any shortages, and follow-up if you have not
received feedback.
You must make sure that at all times you are following correct
procedures and that you conduct yourself in a professional manner.
3.5 Late Delivery of Linen
Procedures
Below are typical procedures for dealing with the late delivery of
linen:
Importance
Late deliveries of items may affect the operation of the
housekeeping department, as well as other departments in the hotel
that rely on clean linen to be able to work effectively. Shortages of
linen will affect everybody, including the guest.
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If the linen delivery is late, then you need to follow a few basic
steps to ensure that guest satisfaction and the efficiency of your
department are not compromised.
 Immediately report this to your superior.
 Contact the laundry service company to find out what the
problem is.
 If the late delivery is going to affect the flow of the operation,
then you need to possibly ask your supervisor for linen to be
issued from the storage room.
 You could also arrange that the hotel goes and collects the linen
from the external laundry.
 Perhaps new, unused linen may have to be issued to ensure that
the customer is not affected.
 Whatever you do, remember that this is not the guest’s problem,
so do not let the guest know that there is a problem. You must
attend to the situation without affecting guest service.
 You might need to inform other departments of the delay in
deliveries, if it will affect their schedules.
 You might need to block off empty rooms and use the linen from
those rooms for in-house guests, or you may need to inform
reception to allocate different rooms to guests still to arrive.
3.6 Suggestions for improving the control of linen for
external collection
Exercise
Now that you have completed this module, and studied the
procedures and processes in your laundry operation, list some
suggestions of how you think linen controls for external laundry
can be improved.
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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 pass.
 If you do not obtain the pass mark, revise all the learning
material and redo the test.

Question 1
Explain how you would handle the following, and the reasons for your decisions:
 Torn or stained sheets or pillowcases returned from external laundry
 Unauthorised staff or guests in the linen storage room or area
 Shortage of equipment to transport clean linen to storage areas
 Late delivery of linen from the external laundry
Question 2
Describe the procedures to be followed in the event of an accident occurring
whilst you are on duty?
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SIGNATURES
REQUIRED ON SUCCESSFUL COMPLETION OF THIS
MODULE:
General
Comments &
Review by
assessor
General
comments
from learner
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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