Package for Hospitality Training

(Including Competency Standard, Teacher Focused & Student

Centered Materials and Assessment Tools)

Unit Title:

LAUNDER LINEN AND GUESTS CLOTHES

Unit Code: THHBHKG05A

Acknowledgements

Writer:
Muh. Ricky Fauziyani, S.Sos, Lecturer, Tourism Academy Makassar

Others:
Indonesian Hotels and Restaurant Association
Jakarta International Hotels Association
Ministry of Manpower and Transmigration
Ministry of National Education
Ministry of Culture and Tourism
Tourism Training Australia
Australian National Training Authority
Australian Agency for International Development

This package has been produced to provide information that can be used to
complement the materials that are already available. The package is not intended to
replace current resources.

Package for Hospitality Training – Launder linen and guest clothes i

Glossary

Access and equity

Refers to the fact that training should be accessible to everyone regardless of age, gender,
social, cultural, religious or educational background.

Assessment
The formal process ensuring training meets the standards required by industry. This process
is performed by a qualified assessor within a nationally agreed framework.

Assessor
An assessor is a person who is certified by industry to assess whether a worker is competent
to undertake specific tasks.

Competent
Able to do the job and has all the necessary skills, knowledge and attitude to perform
effectively in the workplace, according to agreed standards.

Competency Based Training

Training that relates to what people must be able to do and measures performance against
agreed standards.

Critical aspects of assessment

Explains the central point of the assessment and the key points to look for when assessing.

Context of assessment
Specifies where, how and by what methods assessment should occur.

Elements
The skills, which make up a unit of competence.

Evidence guide
These are guidelines on how a unit should be assessed.

Fair
Does not disadvantage particular trainees or students.

Flexible
Acknowledges that there is no single approach to the delivery and assessment of
performance in a competency-based system.

Formative assessment
These are small assessment tasks done during training. They assist in making sure that
learning is taking place and also give the trainees or students feedback on their progress.

Key competencies
Competencies that underpin all work performance. These are collecting, analysing and
organising ideas and information, communicating ideas and information, planning and
organising activities, working with others and in teams, solving problems, using technology,
using mathematical ideas and techniques.

Package for Hospitality Training – Launder linen and guest clothes ii

These competencies are graded in different levels.
Level of ability to be demonstrated in achieving the key competencies
Level Characteristics
1 Undertakes routine tasks within established procedures and is subject to
frequent progress checks by supervisor.
2 Undertakes broader and more complex tasks with increasing personal
autonomy for own work. Supervisor upon completion checks work.
3 Undertakes complex and non-routine activities, is self directed and
responsible for the work of others.

Linkages to other units

Describes the role of the unit and its place within the full set of competencies specified by
industry. It provides guidance as to which units may be assessed together.

National competency standards

Nationally agreed statements of the skills and knowledge that people need at work and the
standards of performance that are required.

Performance criteria
This is used to judge whether an individual has achieved competence in a unit.

Range of variables
This details the range of different contexts that may apply to a particular unit.

Reliable
Uses methods and procedures that confirm that the competency standards and their levels
are interpreted and applied consistently in all contexts and to all trainees or students.

Standards and certification institute

Ministry of Manpower and Transmigration (MOMT) has given authority to Indonesian Hotels
and Restaurants Association (PHRI) and Association of Indonesian Tours and Travel
Agencies (ASITA) to establish the Institute for the Standardisation and Certification of the
competency of Indonesian workers in the hospitality and tourism industry. The institute will
develop competency standards and information systems for the Standardisation and
Certification of competencies as well as administer competency tests and certify Indonesian
workers in the hospitality and tourism industry.

Summative assessment
The assessment done after training of the completed unit of competence to ensure that
trainees or students have achieved the performance criteria.

Trainee or student
A trainee or student is a person who is being taught knowledge or skills.

Trainer or teacher
A trainer or teacher is a person who facilitates learning.

Underpinning skills and knowledge

Defines the skills and knowledge required to be competent at the specified level.

Unit descriptor
A general description of the competency standard.

Valid
Judgement on the same evidence and criteria

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will produce the same assessment outcomes
from different assessors.

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 Table of Contents
1. Introduction to this guide
1.1 Introduction______________________________________________1
1.2 Time required to achieve competency__________________________1
2. Help for the trainer or teacher
2.1 The role of the trainer or teacher______________________________2
2.2 Delivery strategies_________________________________________2
2.3 Delivery requirements______________________________________2
2.4 Sources of additional information_____________________________3
3. The competency standard
3.1 Use of the competency standard______________________________4
3.2 Competency standard______________________________________4
4. Delivery strategy
4.1 The content plan__________________________________________6
4.2 How to teach the competency standard_______________________12
4.3 Support materials (Overhead transparencies/Handouts)__________16
5. Assessment
5.1 Workplace assessment issues______________________________43
5.1.1 Workplace assessment.....................................................................43
5.1.2 Competent.........................................................................................43
5.1.3 Recognition of current competence...................................................43
5.1.4 Assessors..........................................................................................43
5.2 Underpinning skills and knowledge___________________________43
5.2.1 Assessment of underpinning skills and knowledge...........................43
5.2.2 Examples of assessment tasks.........................................................44
5.3 Suggested assessment for Launder linen and guest clothes_______44

Appendices
1 Competency assessment result.
2 Group trainee or student assessment record.
3 List of overheads and handouts.
4 Trainee or student evaluation sheet.
5 Amendment list.
Section 1
Introduction to this guide
1.1 Introduction
Welcome to this guide.

This guide uses Competency Based Training to teach workplace skills. It is based on
competency standard that is a nationally agreed statement of the skills, attitude and
knowledge needed for a particular task. The major emphasis is on what an individual can do
as a result of training. One of the most important characteristics of Competency Based
Training is its focus on training individuals for actual jobs in the workplace.

This will help you teach the competency Launder linen and guests clothes.

This guide deals with the skills and knowledge required to work in an 'on premises' laundry in
a commercial accommodation establishment.

Linkages to other units:

1. This unit should be assessed with or after unit ITHHGHS01AES Follow workplace
procedures
2. Depending upon the industry sector and workplace, combined training may also be
appropriate
3. There is also a link between this unit and other units including ITHHGGA06AES Receive
and store stock

Care should be taken in developing training to meet the requirements of this unit. For general
and prevocational training, organisations providing training which takes into consideration the
full range of industry contexts, with no bias towards individual sectors. The Range of
Variables will assist in this regard. For sector-specific delivery, training should be tailored to
meet the needs of that sector.

Teachers and trainers should structure their sessions according to the:

 needs of their students/trainees
 requirements of their organisation
 time available for training
 training situation.

A delivery strategy has been provided for the teachers and trainers. The suggested content
gives an indication of what needs to be covered in the program to meet the competency
standard.

The delivery strategy used and assessment provided in this unit are not compulsory and
should be used as a guide. Teachers and trainers are encouraged to utilise their own
industry knowledge, experience, local examples and products to adapt the materials or
develop their own resources, in order to ensure the relevance of the training.

1.2 Time required to achieve competency

Under Competency Based Training, the focus should be on achieving competence, not on
fulfilling a particular time requirement, as different trainees may take different lengths of time
to be competent in a particular skill.

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Section 2
Help for the trainer or
teacher
2.1 The role of the trainer or teacher
One of your roles as a trainer or teacher is to ensure high standards of service through
effective training. To ensure that you are ready to start working on this competency with
trainees or students, consider the following questions:
How confident do you feel about your own knowledge and skills required delivering each
element?
Is there any new information or laws that you may need to access before you start training?
Do you feel confident about demonstrating the practical tasks?
Will you be able to clearly explain the underpinning knowledge that your trainee or student will
need to do the job properly?
Are you aware of the scope of industry situations in which the competency may apply?
Are you aware of the language, literacy and numeric skills your trainees or students need to
demonstrate competency in this standard?
Have you consider access and equity issues in planning the delivery of this training program?

2.2 Delivery strategies

The range of training activities that has been suggested for delivering this competency may
include:
 actual tasks
 projects and assignments
 case studies
 lectures
 videos and references
 group activities
 role-plays and simulations.

Trainers or teachers should select training strategies that are appropriate for the competency
being taught, the situation and the needs of the learners. For example, if practising on-the-job
is not possible, varied simulations and role-plays may be appropriate.

2.3 Delivery requirements

Classroom space for delivery to trainees, whiteboard / blackboard, overhead projector,
overhead projector screen, flip chart, flip chart paper and multimedia.

Specialised delivery requirements:

Functional hotel/motel rooms may include:
 bed  air conditioner
 fold away beds/cots  telephone
 dressing table  radio
 tea and coffee making facilities  mini bar
 stocked bar fridge  fridge
 TV receiver and VCR  iron and ironing board
 table lamps /light fittings  fire extinguishers
 luggage racks  tables
 curtains  chairs
 ceiling fan  wall mirror
 toilet  hairdryer
Package for Hospitality Training – Launder linen and guest clothes 2
 shower or bath/shower  waste paper bin
 hand wash basin/vanity unit
Cleaning equipment & supplies may include:
 laundry equipment  cleaning cloths
 furniture dusting cloth  vacuum cleaner
 solvent cleaner  sponges / wettex
 dry cloths  floor maintenance machine
 synthetic detergent  bucket
 lint-free cloth  wet floor signs
 cream cleanser  mop
 sanitizer  chemical storage area
 toilet cleaning cloth  brush
 acid cleaner  broom
 bucket  protective clothing
 mop  storage areas
 water  carpet, tiles, lino etc.
 toilet brush  stain removal charts/information
 soap  long handled duster
 scrubbing brush  appropriate chemicals
 synthetic detergents  dusters
 cornice brush  glass cleaner/telephone sanitizer
 neutral detergents  air/carpet deodorisers
 spray bottle  furniture polish
 alkali detergents  garbage bags
 squeegee  multi surface cleaner
 acid detergents  garbage bags
 chamois leather  protective gloves
 solvent cleaners  pest control systems
 carpet sweeper  bib liner
 abrasive cleaners  floor rag
 cleaning trolley

2.4 Source of additional information

Sources of information may include some of the following categories:
 text books
 professional journals
 Tourism Training Australia website: www.tourismtraining.com.au
 industry associations – Indonesian Hotels and Restaurants Association (PHRI)
Jl. R. P Soeroso 27 GHI (Gondangdia Lama) Jakarta 10350
Phone: (021) 310 2922
 teacher associations - PPPG
Jl. Raya Parung Km.22-23 Bojongsari, Sawangan – Bogor
Phone: (021) 743 1271

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Section 3
The competency
standard
3.1 Use of the competency standard
In a training situation the competency standard assists the trainer or teacher to:
 identify what trainees or students have to do
 identify what trainees or students have already done
 check trainees’ or students’ progress
 ensure that all elements and performance criteria in training and assessing are
covered.

3.2 Competency standard

UNIT ITHHBHKG05AES LAUNDER LINEN AND GUEST CLOTHES

UNIT DESCRIPTOR This unit deals with the skills and knowledge required to
work in an 'on premises' laundry in a commercial
accommodation establishment.

ELEMENTS PERFORMANCE CRITERIA

01 Process and laundry 1.1 Items are correctly sorted according to the cleaning
items process required and the urgency of the items.
1.2 Laundry methods are correctly selected in
accordance with textile labelling codes and based on:
 fibre and fabrics
 dye fastness
 amount of soil age.
1.3 Items for laundering are checked for stains and the
correct process is applied.
1.4 Cleaning agents and chemicals are correctly
applied in accordance with manufacturer's
instructions.
1.5 Laundry equipment is operated in accordance with
manufacturer's instructions.
1.6 Items are checked after laundering process to
ensure quality cleaning and damage is notified in
accordance with enterprise procedures.
1.7 Pressing and finishing processes are correctly
carried out.
02 Package and store 2.1 Guest laundry is packaged and presented in
items accordance with enterprise standards.
2.2 Record keeping and billing procedures are correctly
followed.
2.3 Items are correctly folded.
2.4 Finished items are returned or stored within the
required timeframe.

RANGE OF VARIABLES
1. This unit applies to all tourism and hospitality establishments where accommodation
is offered.
2. Laundry equipment may include but is not limited to:
2.1 washers
2.2 dryers
2.3 irons
2.4 steam presses

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 2.5 sorting baskets and shelves.
3. Washroom tasks may include but are not limited to:
3.1 sorting
3.2 washing
3.3 drying
3.4 folding
3.5 ironing
3.6 steam pressing
3.7 mending.

EVIDENCE GUIDE
1. Underpinning skills and knowledge
1.1 To demonstrate competence, evidence of skills and knowledge in the following
areas is required:
1. hygiene, health and safety issues of specific relevance to laundry
operation
2. key laundry items
3. common guest laundry issues
4. enterprise linen control procedures including :
 clean for dirty
 set amount
 topping up
 uniform issue
 condemned linen
 procedures if 'shorts' are identified.
2. Context of assessment
2.1 This unit must be assessed through practical demonstration on-the-job or in
a simulated laundry environment where the total laundering process can be
demonstrated.
3. Critical aspects of assessment
3.1 Evidence should include a demonstrated ability to correctly assess the
processes required for different types of laundry and to safely operate
laundry equipment. The full laundering process should be demonstrated and
completed with enterprise acceptable timeframes.
4. Linkages to other units
4.1 This unit should be assessed with or after unit ITHHGHS01AES Follow
workplace procedures.
4.2 Depending upon the industry sector and workplace, combined training may
also be appropriate.
4.3 There is also a link between this unit and other units including
ITHHGGA06AES Receive and store stock.

KEY COMPETENCIES IN THIS LEVEL KEY COMPETENCIES IN THIS LEVEL

UNIT UNIT

Collecting, organising and 1 Using mathematical ideas and -

analysing information techniques

Communicating ideas and 1 Solving problems 1

information

Planning and organising activities 1 Using technology 1

Working with others and in teams 1

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Package for Hospitality Training – Launder linen and guest clothes 6
Section 4
Delivery strategy
4.1 The content plan
Note: In delivering the training below, teachers, trainers, trainees, students and assessors ensure compliance with full
details contained in the competency standard.
Element and Performance Range of Variables Additional Content Training Topics Activity Visual
Criteria
0.1 Process and launder items This unit applies to all Identifying the item and Identifying the item and OHT 1
tourism and hospitality source requiring service source requiring service from
establishments where from the laundry. the laundry.
accommodation is offered.
1.1 Items are correctly sorted Laundry equipment may Marking procedure. Sources requiring service: Dis HO 1
according to the cleaning include but is not limited to:  uniforms Q
process required and the  washer Marking machine.  hotel linen
urgency of the items.  dryers  guest clothes
 irons Counting check list:
 steam presses Laundry list Items to be serviced by the Dis
 sorting baskets and Dry cleaning list laundry.
shelves. Press only list Procedure for marking Dis

Using the marking machine Dem OHT 2

Counting and checking Dem OHT 3

items.

1.2 Laundry methods are correctly Washroom tasks may Sorting categories: Sorting categories uniforms: Dis HO 2a-c
selected in accordance with include but are not limited  laundry  laundry OHT 4
textile labelling codes and based to:  dry cleaning  dry cleaning
on:  sorting  hand wash  mending
 fibre and fabrics  washing  press only
 dye fastness  drying  mending Hotel linen:
 amount of soil age.  folding  urgent service  urgent service
 ironing  express service  laundry
 steam pressing  regular service  dry cleaning
 mending.  mending

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 Element and Performance Range of Variables Additional Content Training Topics Activity Visual
Criteria
Guest clothes:
 urgent service
 express service
 regular service
 laundry service
 dry cleaning service
 hand wash
 pressing only
 mending

Sorting procedure
Dem OHT 5
Reading textile labels:
 fibber and fabrics
 dye fastness
 special requirements

Identifying different Fibbers Q OHT 6

and Fabrics: Dem
 vegetable / cotton
plant
 flax
 animal (sheep)
 animal (worms)
 synthetic, etc
Dem OHT 7
Identifying Dye Fastness:
 colour fastness
Dem OHT 8a-b
Identifying special
requirements on garment
labels:
 wash

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 Element and Performance Range of Variables Additional Content Training Topics Activity Visual
Criteria
 drying
 bleach
 iron
 dry cleaning
 hand wash.
1.3 Items for laundering are checked Spotting - board Identifying stains: Dis OHT 9
for stains and the correct process Stains agent  feel
is applied. Scissors  odour
Eye dropper  colour
Cheesecloth  appearance
Blotter  location
Spatula
Types of stains: Dis
 emerged stains OHT 10
 absorbed stains
 compound stains
Dis
Classification of dirt:
OHT 11
 washable dirt
 solvent soluble dirt.
 bleachable dirt

Selecting the correct Dis HO 3

cleaning process for each
type of textile:
 laundry
 dry cleaning
 hand wash

Process for stains removal: Dis OHT 12

 mechanical action OHT 13
process

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 Element and Performance Range of Variables Additional Content Training Topics Activity Visual
Criteria
 solvent action process

Dis
 chemical action process
 softening

1.4 Cleaning agents and chemicals Water Identifying cleaning and PA OHT 14
are correctly applied in Alkalis chemicals agents:
accordance with manufacturer's Detergent  cleaning and
instructions. Softener  chemical agents -
Bleach laundry process
Sour  cleaning and
Solvent, etc  chemical agent -

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 Element and Performance Range of Variables Additional Content Training Topics Activity Visual
Criteria
dry cleaning process
Hand Gloves Identifying the manufacturing
Masks instructions on cleaning and
chemical agents.

Safety in the use of cleaning Dis HO 4

and chemical agents.

1.5 Laundry equipment is operated in Extractor Identifying laundry and dry Dis OHT 15
accordance with manufacturer's Dry cleaning machine cleaning equipment
instructions.
Reading manufacturer’s PA
instructions of laundry
equipment.

Using laundry equipment:

 washing machine
 extractor machine
 tumble dryer
 dry cleaning machine.

1.6 Items are checked after Repair form Conducting quality checks on Dis
laundering process to ensure finished items: Dem
quality cleaning and damage is  laundry PA
notified in accordance with  dry cleaning
enterprise procedures.  repairs.

Procedure for items requiring OHT 16

repair. HO 5

1.7 Pressing and finishing processes Manufacturer's instructions Reading Manufacturer’s

are correctly carried out. Instructions for Ironing,
Pressing and Folding

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 Element and Performance Range of Variables Additional Content Training Topics Activity Visual
Criteria
Equipment.

Flat roll ironer Identifying the appropriate OHT 17

pressing equipment for:
 hotel linen
 uniforms
 guest clothes.

0.2 Package and store items

2.1 Guest laundry is packaged and Folding machine Identifying the different Dis
presented in accordance with folding techniques and Dem
enterprise standards. procedures for: PA
 hotel linen
 uniforms
 guest clothes.

Using the Folding machine:

 hotel linen.

2.2 Record keeping and billing Methods of packaging and Dis

procedures are correctly presenting guest clothes: Dem
followed.  folded PA
 on hanger.

2.3 Items are correctly folded. Laundry list Record keeping and billing PA HO 6
Laundry voucher procedures:
 laundry list
 laundry voucher.

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 Element and Performance Range of Variables Additional Content Training Topics Activity Visual
Criteria
2.4 Finished items are returned or Sorting and storing finished Dis HO 7
stored within the required time laundry for pick up: Dem
frame.  guest clothes PA
 special service
 hotel linen
 hotel linen priority needs.

Legend:
Brainstorm – B Guest Speaker – GS Project – Pro
Case Study – CS Handout – HO Questioning – Q
Demonstration – Dem Multimedia – MM Role Play – RP
Discussion – Dis Overhead Transparency – OHT Research – R
Excursion – Ex Practical Application - PA Simulation – S
Group Work – GW Presentation – Pre Video – V

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4.2 How to teach the competency standard
What skills, knowledge and How will I transfer the skills, knowledge and attitude to the trainee or student?
attitude do I want the trainee or
student to have?
Process and launder items Trainer shows OHT 1 [Areas that require laundry services] and identifies areas that required laundry
Identifying the items and source requiring services.
service from the laundry. Trainees to discuss and take notes.

Items to be serviced by the laundry Trainer to discuss with trainees the type of services that the laundry can provide for each area of premises.
Discussion to embrace hotel linen uniforms and guests’ clothes.
Trainees to take notes.

Procedure for marking, counting and Trainer distributes HO 1 [Marking of items] and identifies how to mark the items including uniforms and
checking items guest clothes.

Trainer shows OHT 2 [Using the marking machine] and explains its operation.
Trainees to discuss and take notes.
Trainer demonstrates how to use the marking machine.
Trainees to practice how to mark with marking machine.

Trainer shows OHT 3 [Counting and checking items] and demonstrates the counting and checking of
items to be serviced.
Trainees to practice counting and checking of items.

Sorting categories Trainer distributes HO 2a-c [Laundry list / Dry cleaning list / Press only list] and demonstrates how to
check items by using the list.
Trainees to practice the counting and checking of items.
Trainer shows OHT 4 [Sorting categories] and identifies the sorting by type of service:
Trainees to take notes.

Sorting Procedure Trainer shows OHT 6 [Sorting procedure] and explains how sorting is done.
Trainer demonstrates sorting of a range of items.
Trainees to practice sorting a range of nominated laundry items.
Reading textile labels Trainer questions the trainees of their knowledge of textile labels.

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 What skills, knowledge and How will I transfer the skills, knowledge and attitude to the trainee or student?
attitude do I want the trainee or
student to have?
Trainer to show a range of textile labels on garments and identify the information shown.
Trainees to draw the labels and highlight the important information on each of the labels.

Identifying different fibres and fabrics Trainer shows OHT 6 [Different fibres and fabrics] identifying examples of fibres and fabrics.
Trainees to identify a range of different fibres and fabrics.

Identifying different Dye Fastness Trainer shows OHT 7 [Identify dye fastness] identifying ‘colour fastness’.
Trainer demonstrates how to check colourfastness.
Trainees to practice how to check the colourfastness.

Identifying special requirement on garment Trainer shows OHT 8a-b [Garment labels] and demonstrates how to read garment labels.
labels Trainees to demonstrate the reading of labels on the garment.

Identifying of stains Trainer to question the trainees about stains.

Trainer shows OHT 9 [Identifying stains] identifying stains in the garment:
Trainees to demonstrate identification of a range of garment stains.
Trainees to practice identification of a range of garment stains

Type of stains Trainer shows OHT 10 [Types of stains] identifying type of stains in items.
Trainees to practice identification of emerged, absorbed and compound stains.

Classification of dirt Trainer shows OHT 11 [Classification of dirt] and identifies classification of dirt on the garment.
Trainees to identify classification of dirt.

Selecting the correct cleaning method for Trainer gives Handout 3 [Cleaning process] and discusses cleaning process for garment.
each type textile Trainees to take notes.

Process for stains removal
Identifying cleaning and chemical agents
Trainer shows OHT 12 [Stain removal process] and OHT 13 [Stain remove agents] demonstrating stain
removal.
Trainees to practice stain removal process.
Trainer to question the trainees about cleaning and chemical agents for laundry and dry cleaning.
Trainer shows OHT 14 [Cleaning and chemicals agents for laundry and dry cleaning] identifying

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 What skills, knowledge and How will I transfer the skills, knowledge and attitude to the trainee or student?
attitude do I want the trainee or
student to have?
different cleaning and chemical agent
Trainees to identify various cleaning and chemicals agents for laundry and dry cleaning.

Identifying the manufacturing instructions on Trainer presents a range of different manufacturer’s instructions on cleaning and chemical agents and
cleaning and chemical agents discusses them with trainees.

Trainees to take notes.

Trainees to read and list the manufacturer’s instructions on cleaning and chemical agents.

Safety in the use of cleaning and chemical Trainer gives Handout 4 [Safety in the use of cleaning and chemical agents] and discusses safety in the
agents use of cleaning and chemical agents.
Trainer demonstrates safe handling techniques.
Trainees practice safe handling techniques with cleaning and chemical agents.

Identifying Laundry and Dry cleaning Trainer shows OHT 15 [Laundry and dry cleaning equipment] identifying laundry and dry cleaning
equipment equipment.

Trainees to take notes list the laundry and dry cleaning equipment.
Trainees to identify by name and function a nominated range of laundry and dry cleaning equipment.

Reading manufacturer’s instructions of Trainer to present a range of manufacturer’s instructions for laundry equipment and explain instructions as
laundry equipment. appropriate.
Trainees to read and list the manufacturer’s instructions for the laundry equipment.

Using Laundry Equipment Trainer to discuss and demonstrate how to use the laundry equipment.
Trainees to practice use of laundry equipment.

Conducting quality checks on finished items Trainer to explain, describe and identify the quality checks that are applied to finished laundry items.
Trainer to demonstrate the application of quality checks.
Trainees to practice the application of quality checks.

Procedure for items requiring repair Trainer shows OHT 16 [Procedure for the repair of items] and distributes Handout 5 [Repair form] and

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 What skills, knowledge and
attitude do I want the trainee or
student to have?
Reading manufacturer’s instructions for the
ironing, pressing and folding equipment.
Identifying appropriate pressing equipment
Identifying different manual folding
techniques
Using the folding machine
Methods of packing and presenting guest
clothes
Record keeping and billing procedures
 laundry list
 laundry voucher.
Sorting and storing finished laundry for pick
up
Package for Hospitality Training – Launder linen and guest clothes
How will I transfer the skills, knowledge and attitude to the trainee or student?
demonstrates the procedure for the repair of items.
Trainees to demonstrate how to fill out the repair form.
Trainer to supply and read through manufacturer’s instructions for the ironing, pressing and folding
equipment with trainees.
Trainees to take notes.
Trainer shows OHT 17 [Pressing equipment] identifying use of the pressing equipment used for different
items.
Trainer demonstrates use of press for different items.
Trainees to identify the pressing equipment used for a variety of items, and practice pressing a range of
nominated items.
Trainer to discuss and demonstrate the manual folding techniques for hotel linen.
Trainees to practice manual folding techniques.
Trainer to discuss and demonstrate how to use the folding machine.
Trainees to practice how to use the folding machine.
Trainer to demonstrate the folding and hanging of guest clothes.
Trainees to practice the folding and hanging of guest clothes.
Trainer uses Handout 2a-c [Laundry list / Dry cleaning list / Press only] and Handout 6 [Laundry
voucher] to discuss record-keeping and billing procedures.
Trainer demonstrates paperwork associated with record keeping and billing.
Trainer shows examples of laundry voucher by distributing Handout 6 [Laundry voucher].
Trainees to practice filling out a laundry voucher.
Trainer gives Handout 7 [Valet record] describing and demonstrating how to sort and store finished laundry
for pick up.
Trainees to practice completing valet record, sorting and storing of finished items for pick up.
16
4.3 Support materials
(Overhead transparencies/
Handouts)
 OHT 1

Areas that require laundry services

Hotel linen

 food and beverage area; restaurant, coffee

shop, banquets, etc.

 housekeeping area; guest rooms, swimming

pool, etc.

Uniforms; for employees of all departments.

Guest clothes;

 house guests clothes

 outside guests clothes.

Package for Hospitality Training - Launder linen and guest clothes 16

 HO 1

Marking of items

Uniforms
1. Make a special code, e.g. GM, EAM, and the department;
 FO 1 for Front Office Manager
 FO 2 for Assistant Front Office Manager, etc
 for the staff level, based on the name of the employee from The
Personnel Departments list of names.
2. Mark in an invisible part of the garment e.g. inside collar.
3. If the marking could not be applied to the inside of the collar;
 apply with a safety pin or stapler or apply the marking tape through
the button-hole or belt loop of the garment.

Guest clothes
1. Order special code and number
 Sunday : SN
 Monday : MN
 Tuesday : TU
 Wednesday : WD
 Thursday : TH
 Friday : FR
 Saturday : ST
2. The numbering code begins from the number 101 to 140 and then
continued to the number 210 to 240, etc.
3. The first number in a code is the washing group; the second number is the
number of washings.
4. The marking on the guest clothes must match the laundry list
requirements.
5. Take off all the old markings on the guest’s clothes.
6. If the marking cannot be applied to the garment use a safety pin or stapler
to apply the new marking.
7. Applying the mark with safety pin or stapler is done so as to not damage
the garment e.g.: button hole, etc.
8. While using the Marking Machine makes sure that the garment cannot be
damage, if necessary apply to another part of the garment that cannot
be seen.
9. If you are not sure if the garment will be damaged in the Marking Machine,
use a safety pin or stapler.

Package for Hospitality Training - Launder linen and guest clothes 17

 OHT 2

Using the marking machine

Preparation and use

1. Prepare the Marking Machine

2. Check each component:

 code number
 tape
 solvent
 using.

3. Connect to the electrical power, based on the

voltage indicated.

4. Switch on, machine and heather

5. Place the garment that is to be coded in the

machine and the press the handle down to apply
the code number.

Package for Hospitality Training - Launder linen and guest clothes 18

 OHT 3

Counting and checking items

Count and check the items based on the:

 laundry list
 dry cleaning list
 press only list.

The number of items must be the same as the total

number of pieces on the list. If the count is different
report it to the supervisor.

Checking items for the:

 services the guest requested
 types of fibre and fabric
 items left in garment pockets, if any money or
other articles found report it to the supervisor
 stains and type of stain
 classification of dirt
 damage or need for repairs to garments
 dye fastness.

Package for Hospitality Training - Launder linen and guest clothes 19

 HO 2a

Laundry list/ Dry cleaning list /Press

only list

Package for Hospitality Training - Launder linen and guest clothes 20

 HO 2b

Laundry list/ Dry cleaning list /Press

only list (cont’d)

Jumlah / Amount
Biaya Tambahan / Extra Charge
11% Pajak / 11 % Tax
10 % Biaya Pelayanan ? 10 % Service Charge

Jumlah semua / Total

Rp.

URGENT SERVICE
100 % SURCHARGE ON PRICE LIST. Returned by 2 hour after collection.
(Latest collection 4.00 PM)

EXPRESS SERVICE
50 % surcharge on price list. Returned by 2.00 PM
(Latest collection 10.00)

REGULAR SERVICE
Returned the same day (6.00 PM)
(Latest collection 10.00)

PRESS ONLY
Returned by 6.00 PM

Tanda tangan tamu DICEK OLEH

Guest signature CHECK BY

Keterangan akan syarat pencucian ada si balik lembar ini

Please see reverse for terms conditions

HARAP DIBACA BAIK-BAIK:

SYARAT DALAM PENCUCIAN: Hotel tidak akan bertanggungjawab pada

kerusakan yang terjadi atas hasil pencucian dengan proses normal, kehilangan
kancing ataupun barang berharga yang tertinggal di kantong pakaian.

Penggantian atas pakaian yang hilang atau rusak tidak melebihi 5 (lima) kali biaya
pelayanan binatu yang dikenakan. Semua keluhan harus disampaikan dalam jangka
waktu 24 jam sesudah pakaian diterima dengan menunjukkan formulir yang asli.

Mohon ditulis jumlah pakaian pada kolom hitungan tamu. Jika tidak tertulis, maka
hitungan yang dilakukan oleh pihak hotel dianggap benar. Apabila terjadi perbedaan
dalam menghitung, kami akan menghubungi anda dan jika anda tidak dapat kami
hubungi, hitungan hotel harus dianggap benar.
Bila dalam waktu 30 hari binatu tidak diambil, maka akan dijual untuk biaya
penyimpanan.

Package for Hospitality Training - Launder linen and guest clothes 21

Biaya binatu akan dimasukkan ke dalam tagihan kamar anda.

Package for Hospitality Training - Launder linen and guest clothes 22

 HO 2c

Laundry list/ Dry cleaning list /Press

only list (cont’d)

PLEASE READ CAREFULLY:

CONDITION OF SERVICE: The hotel cannot be held responsible for any

damage resulting from the normal process, loss of buttons or items left inside
of the garments.

Liability of loss and damages are limited to an amount not exceeding 5 (five)
times the cost os service for the item. All claims must be made within 24
hours of delivery and must be accompanied by the original list.

Please indicate the number of articles in guest-count column. If nothing is

listed, the hotel count must be accepted as correct. In case of discrepancies
in counting we will try to contact you and if you are not available, the hotel
count must be accepted as correct. Shirts will be delivered “on hanger”
unless specified differently.

Items not claimed within 30 (thirty) days will be sold to defray the cost of
storage.

Charge will be automatically posted to your guest room account.

Package for Hospitality Training - Launder linen and guest clothes 23

 OHT 4

Sorting categories

Hotel linen:
 urgent service – if any special functions in the
hotel
 laundry
 dry cleaning
 mending/repairs.

Uniforms:
 laundry
 dry cleaning
 mending/repairs.

Guests clothes:
 urgent service – 100 % surcharge on price list
returned within 2 hour after collection: latest
collection 4.00 pm
 express service – 50 % surcharge on price list:
returned by 2.00 pm: latest collection 10.00 am
 regular service – returned the same day 6.00
pm: latest collection 10.00 am
 laundry service
 dry cleaning service
 hand wash
 pressing only
 mending.

Package for Hospitality Training - Launder linen and guest clothes 24

 OHT 5

Sorting procedure

Checking all items for:

 degree of soil

 kind of stains

 fibre and fabric

 dye fastness.

Separating items, for the next process:

 pre-washing

 stain removal

 laundry process

 dry cleaning process

 hand washing.

Package for Hospitality Training - Launder linen and guest clothes 25

 OHT 6

Different fibres and fabrics

 vegetable : cotton

 flax : linen

 animal (sheep ) : wool

 animal (worm ) : silk

 synthetics : polyester, nylon, etc

Package for Hospitality Training - Launder linen and guest clothes 26

 OHT 7

Identify dye fastness

 running colour

 fast colour

 light colour

 dark colour.

Package for Hospitality Training - Launder linen and guest clothes 27

 OHT 8a

Garment labels

Package for Hospitality Training - Launder linen and guest clothes 28

 OHT 8b

Garment labels (cont’d)

Package for Hospitality Training - Launder linen and guest clothes 29

 OHT 9

Identifying stains

1. Feel
 stains feel soft / hard
 hard could indicate – furniture varnish, etc.
 soft could indicate – coffee, etc.

2. Odour
Perfume, salad dressing, etc.

3. Colour
Stains could be recognised by their colour, e.g.
Ink, Soft drinks, etc.

4. Appearance
Splashed with oil, sauces, etc.

5. Location
The position of stains on a garment can give
indication as to what the stain is, e.g. Perfume on
a part of the garment near the neck or Ink in
pocket area of the garment, etc.

Package for Hospitality Training - Launder linen and guest clothes 30

 OHT 10

Types of stains

1. Emerged stains

Stains on the surface of the garment, e.g.

paint, lipstick, etc.

2. Absorbed stains

Stain absorbed into the fibre of the garment,

e.g. Soft drinks, Ink, etc.

3. Compound stains

Mixture of the two types of stains mentioned

above, e.g. Blood, etc.

Package for Hospitality Training - Launder linen and guest clothes 31

 OHT 11

Classification of dirt

1. Washable dirt
Dirt that can be removed by washing with water
and detergent.
e.g.: Protein: Egg, sauce, faces, etc
Pigment: Dust
Carbohydrate: Starch
Oil and fat: Mineral oil, vegetable oil, etc

2. Solvent dirt
Dirt, which is difficult to remove and frequently
can’t be, removed at all, e.g. Paint, varnish,
dyes, etc.

3. Bleachable dirt
Dirt which can not be removed by a normal
laundry or dry cleaning process and will require
bleach to be added to the wash during a special
wash cycle.
e.g.: - natural dye– fruits, sauces, medicine,
blood, etc.
- artificial dye – industrial dye.

Package for Hospitality Training - Launder linen and guest clothes 32

 HO 3

Cleaning process

1. Laundry process
Washing process for heavy, medium and light soiled
items in water and detergent.
Steps for the laundry process:
Wash:
wet
soak
suds/wash
rinse i; normal process
rinse ii; if the items are a white colour soiled, added
a bleaching agent
rinse iii; normal process
rinse iv; add chemical to neutralise alkalis
rinse v; add a softener.

Extract:
all washing machine have an in-built extraction
process.
Dry:
 dry items in a tumble drier – where appropriate:
refer labels to advice.

2. Dry cleaning process

Wash, rinse, extraction and dry cleaning. The
process is done in one machine with a solvent.

3. Hand wash process

This process is for delicate garments and for certain
colour.

Package for Hospitality Training - Launder linen and guest clothes 33

 OHT 12

Stain removal process

1. Mechanical action process

Using equipment for the removing process,

E.g. Spotting board and washing machine.

2. Solvent action process

Using a solvent or other basic chemicals to

extract stains.

3. Chemical action process

Using specific basic chemicals for the removal

of special stains.

4. Softening

Using a softener to soften hard stains before

using equipment and strain removal agents.

Package for Hospitality Training - Launder linen and guest clothes 34

 OHT 13

Stain – remove agents

1. Ink – Go

2. Tar – Go

3. Rust – Go

4. Bon – Go

5. Yellow – Go, etc.

Package for Hospitality Training - Launder linen and guest clothes 35

 OHT 14

Cleaning and chemical agents for

laundry and dry cleaning

Laundry process
1. Water: consider the quality of the water –
hardness, iron, organic, chlorides total alkali.
2. Detergent; must have –
 surfactant
 alkali bolder
 sequestrate
 additive- optical brightened, resistant to re-
depositing, resistant to corrosion.
3. Bleach, removes stains or soil not removed in the
normal wash cycle.
4. Sour, neutralises alkalinity in the garment.
5. Softener, softens the garment.

Dry cleaning process

1. Solvent; Chlorinated Hydrocarbon agents for dry
cleaning, e.g. Derchloro Ethylene, Tetrachloro
Ethylene, Fluoro Carbons, etc.

Package for Hospitality Training - Launder linen and guest clothes 36

 HO 4

Safety in the use of cleaning and

chemical agents

1. Never mix unlike chemicals, since this can create

a hazardous combination.

2. Always make sure that all containers are marked

as to the contents. If a container is not marked,
take it to your supervisor for proper labelling.

3. Always use the proper safety equipment supplied

by your supervisor – gloves and mask.

4. Read all safety information provided on chemical

containers.

5. If you should experience an allergic reaction,

flush the affected area with large amounts of
cold water and report to your supervisor
immediately.

Package for Hospitality Training - Launder linen and guest clothes 37

 OHT 15

Laundry and dry cleaning equipment

1. Washing machine

 front loading type

 top loading type.

2. Extractor

3. Tumble dryer

4. Dry cleaning machine.

Package for Hospitality Training - Launder linen and guest clothes 38

 OHT 16

Procedure for the repair of items

1. Check the items for damage or need for repair

2. Report to Laundry Supervisor

3. Fill out repair form from linen room

4. Send form and article to linen room

5. For guest laundry – record on the guest laundry

list

6. For uniforms – record in the logbook.

Package for Hospitality Training - Launder linen and guest clothes 39

 HO 5

Repair form

To: Linen room Section Date:

Name :

Room :

Date of Accepted : Time:

Date of Returned : Time:

Items Pcs. A. Repairs required Charge

Linen Clerk / Seamstress Linen Room Supervisor

--------------------------------------- -----------------------------------

Package for Hospitality Training - Launder linen and guest clothes 40

 OHT 17

Pressing equipment

1. Hotel linen
 flat work iron
 hand iron.
2. Uniform
 hand iron
 steam press:
- sleeve press
- tandem press
- body press
- cotton garment press
- mushroom press
- utility press, etc.
3. Guest clothes
 hand steam iron
 steam press:
- sleeve press
- tandem press
- body press
- cotton garment press
- mushroom press
- utility press
- form finisher, etc.
 wool press.

Package for Hospitality Training - Launder linen and guest clothes 41

 HO 6

Laundry voucher

No Acc : …………………..
Date : …………………..

Name: Room : No. of marking :

Items Charge

Total pieces: Rp.

Guest signature:

Package for Hospitality Training - Launder linen and guest clothes 42

 HO 7

Valet record

Date : …………………….

No. Room Marking L/DC/PO Total Valet Received Remarks

No No Pieces
M Ev

Laundry Supervisor
(Signature)

Package for Hospitality Training - Launder linen and guest clothes 43

Section 5
Assessment
5.1 Workplace assessment issues

5.1.1 Workplace assessment

Assessment is the process of collecting evidence and making judgements on progress

towards satisfying the performance criteria set out in the competency standard. At the
appropriate point, judgement is made as to whether competence has been achieved.
Assessment identifies the achievements of the trainee rather than relating the performance of
the trainee to other trainees.

5.1.2 Competent

Ask yourself the question, “what does an employee really need to be able to do?” The
answer to this question will tell you what we mean by the word “competent”. To be competent
in a work related skill implies that the person is able to:
 perform at an acceptable level of skill
 organise the required tasks
 respond and react appropriately when things go wrong
 fulfil a role in the scheme of things at work
 transfer skills and knowledge to new situations.

When you assess this competency you must take into account all of the above issues to
reflect the real nature of work.

5.1.3 Recognition of current competence

An integrated national assessment principle provides for the recognition of current

competencies regardless of where they have been acquired. Assessment recognizes that
individuals can achieve competence in a variety of ways:
 prior qualifications
 informal learning.

Recognition of current competence gathers evidence to assess an individual against

competency standards in order to determine whether they have achieved the required
competence for a job role or for recognition for a formal qualification. The assessment of
recognition of current competence is undertaken by industry certified workplace assessor.

5.1.4 Assessors

In workplace situations, an industry certified assessor would determine whether a worker was
competent to undertake the tasks entailed by this unit of competency. If you are certified to
assess this unit, then you may choose from the methods offered in this guide, or develop your
own to conduct assessment. Assessors must look at the evidence guides in the competency
standards before arriving at the assessment methods to use.

5.2 Underpinning skills and knowledge

5.2.1 Assessment of underpinning skills and knowledge

Evidence should include a demonstrated ability to correctly explain and apply principles and
practices in the hospitality industry.

Package for Hospitality Training – Launder linen and guest clothes

43
You must now assess your trainees or students’ underpinning skills and knowledge. This
section must be completed before you go on to the next section. Underpinning skills and
knowledge for competency standard are:
a. hygiene, health and safety issues of specific relevance to laundry operation
b. key laundry items
c. common guest laundry issues
d. enterprise linen control procedures including :
 clean for dirty
 set amount
 topping up
 uniform issue
 condemned linen
 procedures if 'shorts' are identified.

Should your trainees or students not have the underpinning skills and knowledge required,
you must ensure that you deliver this material before you progress to the next section.

This training may be delivered through a variety of activities including:

 theory/practical session
 workplace observation
 workplace training
 questioning – oral/written
 role play
 project work/case study.

5.2.2 Examples of assessment tasks

Use these tasks to determine if your trainees have the necessary underpinning skills and
knowledge. The table below can be used to record the result of each student and what further
training is needed.

Assessment tasks Yes No Further training

needed

Describe typical linen control procedures.

Explain some of the key terms used in a laundry.

5.3 Suggested assessment for Launder linen and

guest clothes
The following pages list some of the methods that can be used to assess this competency.
The proposed assessments have been designed to address each element, performance
criteria and underpinning skills and knowledge for the competency.

Results of a successful
assessment should indicate
Package for Hospitality Training – Launder linen and guest clothes
44
sufficient and relevant
knowledge and understanding to
be able to infer competence.
Therefore the trainee is assessed
as either competent /
competence to be achieved.
Examples of assessment results
sheets are included in Appendix
1 and 2.

Package for Hospitality Training – Launder linen and guest clothes

45
 Evidence gathering methods

Assessment of practical demonstration in the workplace may include observation of the trainee:
 processing laundry items
 completing record keeping and billing procedures
 packaging laundry items.

Third party/documentary evidence may include:

 peer or supervisor report (written or oral)
 details of previous training, work experience
 copies of record / bills completed by the candidate.

Oral questions or some form of written assessment/project would be useful to determine underpinning knowledge such as:
 hygiene, health, safety and security issues relevant to laundry operations
 common laundry terminology
 common issues / problems in a guest laundry
 linen control procedure.

In off-the-job assessment, simulated activities could be used to allow the trainee to provide evidence of skills through practical
demonstration:
 processing of multiple laundry items using typical guest laundry equipment
 role-play to demonstrate customer interaction
 demonstration of how to use specified laundry equipment.

Package for Hospitality Training – Launder linen and guest clothes 47

 Sample methods On-the-Job Off-the-Job

1. You arrive in the laundry around 9.00 am. Items waiting to be laundered include soiled bed linen and towels plus
restaurant table cloths and napkins which have various food marks including red wine stains. The restaurant 
will require these at lunchtime. In addition there is a bag of guest laundry due for return to the guest by 10am.
It has obviously been overlooked by the previous shift. The bags include white business shirts, underwear, a
couple of brightly colour red t - shirts and two pairs of cotton trousers. Complete the total laundering, fishing
and packaging process for these items and respond to the potentially difficult customer service situation.

2. Identify ten common stains found on linen and guest garments. Explain/write notes on how to treat these stains.


3. The laundry bundle includes cotton shirts, pure wool jumpers, silk underwear, denim jeans and some brightly coloured
blouses of various fabric types. Sort and launder these items appropriately.


Package for Hospitality Training – Launder linen and guest clothes 48

 Questions On-the-Job Off-the-Job

Questioning should focus on:

1. Techniques and processes

 How would you select the laundering process for specified garment, what chemical and finishing process would
be appropriate? 

2. Organisation and planning

 How do you plain / prioritise the laundering of multiple items? 
 How do you ensure return of items in required timeframe?

3. Communication with others

 What issues would you need to report to a supervisor?
 How do laundry staffs contribute to quality of customer service offered by your establishment? 

4. Problem solving
 What would you do if a garment were damaged during the laundering process?
 What would you do if a washing machine broke down mid-cycle? 

5. Health and safety

 What safety procedures should you follow when handling laundry chemicals? 

Package for Hospitality Training – Launder linen and guest clothes 49

Appendices
 Appendix 1

Competency assessment result

Unit code: ITHHBHKG05AEA Title: Launder linen and guest
clothes

Trainee or student name:

Assessor name:

The Trainee was assessed as: Competent 

Competency to be achieved 

Feedback to trainee

Signatures

The trainee has been informed of the Signature of assessor:

assessment result and the reasons
for the decision

Date:

I have been informed of the Signature of trainee:

assessment result and the reasons
for the decision

Date:

Package for Hospitality Training – Launder linen and guest clothes Appendix 1 - Page 1
 Appendix 2

Group trainee or student assessment record

Unit code: ITHHBHKG05AEA Title: Launder linen and guest
clothes

Group:

Assessor name:

Trainee name Competent Competency

to be
achieved

Package for Hospitality Training – Launder linen and guest clothes Appendix 2 - Page 1
 Appendix 3

List of overheads and handouts

Overhead Handout Title

number number
(OHT) (HO)
1 Areas that requires laundry services
1 Marking of item’s
2 Using the marking machine
3 Counting and checking items
2a-c Laundry List/Dry Cleaning List/ Press
Only List
4 Sorting categories
5 Sorting procedures
6 Different fibres and fabrics
7 Identify dye fastness
8a-b Garment labels
9 Identifying stains
10 Types of stains
11 Classification of dirt
3 Cleaning process
12 Stain removal process
13 Stain removal agents
14 Cleaning and chemical agents for
laundry and dry cleaning
4 Safety in the use of cleaning and
chemical agents
15 Laundry and dry cleaning equipment
16 Procedure for the repair of items
5 Repair form
17 Pressing equipment
6 Laundry voucher
7 Valet record

Package for Hospitality Training – Launder linen and guest clothes Appendix 3 - Page 1
 Appendix 4

Trainee or student evaluation sheet

Unit code: ITHHBHKG05AEA Title: Launder linen and guest
clothes

The following statements are about the competency Agree Don’t Disagree Doesn’t
you have just completed. Please tick the appropriate know apply
box.
1. There was too much in this competency to
cover without rushing.    
2. Most of the competency seemed relevant to
me.    
3. The competency was at the right level for me.
   
4. I got enough help from my trainer.
   
5. The amount of activities was sufficient.
   
6. The competency allowed me to use my own
initiative.    
7. My training was well organised.
   
8. My trainer had time to answer my questions.
   
9. I understood how I was going to be assessed.
   
10. I was given enough time to practice.
   
11. My trainer feedback was useful.
   
12. Enough equipment was available and it
worked well.    
13. The activities were too hard for me.
   
The best things about this unit were

The worst things about this unit were

The things you should change in this unit are

Package for Hospitality Training – Launder linen and guest clothes Appendix 4 - Page 1
 Appendix 5

Hotel and Restaurant Materials

Amendment List

Unit code: ITHHBHKG05AEM

Unit title: Launder linen and guest clothes

Example:

No Amendment Version Page Line Amender Date

number number number initials completed

1. Replace ‘garish’ into ‘garnishes’ 34 5 WW 12 Mar. 02

No Amendment Version Page Line Amender Date

number number number initials completed

1.

2.

3.

4.

5.

6.

7.

8.

9.

10.

11.

12.

13.

14.

15.

Package for Hospitality Training – Launder linen and guest clothes Appendix 5 - Page 1